Vice President Client Relations

Job Description

Job Title – Vice President – Client Relations

Department – RCM - Operations

Credence Global Solutions is a diversified technology-driven financial transformation company with deep expertise and focus on Receivables Management, Healthcare RCM, Technology Platforms and Contact Center verticals. Credence services leading telecommunication, healthcare and media companies in the United States.

Healthcare providers serviced by Credence include medical transport providers, emergency physicians, health infusion service providers, and diagnostic laboratories.

In the telecommunication vertical, Credence serves four of the top five providers in the United States.

Our Group Companies

• Credence Resource Management, LLC - Focusses on providing Receivables Management and voice based BPO services, is the flagship company of the Credence Group
• Innoval Global Solutions, LLC & Medstat Inc - Provide RCM services to healthcare providers
• iValuate Global Technologies - Provides Technology platforms that enhance productivity and compliance for creditors and healthcare providers
  
  

Our mantra is Excellence Beyond Belief.

Challenges, growth opportunities, and a passion for the Job enables us to repeatedly deliver excellence to our clients. Our team is encouraged to continually explore their talents and pursue their interests giving them the authority to gain the knowledge and skills to truly be the master of their domain. We strive to bring on the best and brightest, as well as to invest in their training and education, making them a seamless extension of our team.

Headquartered in Dallas, Texas, we have delivery offices in San Jose, California; Natchez, Mississippi; Mesa, Arizona and Pune, India.

Explore www.credencegs.com to discover more about our company and check out our Careers page at www.credencegs.com/careers/ for exciting job opportunities!

Job Summary

We are seeking an experienced and results-driven Vice President of Client Relations to lead the client engagement and escalation management efforts within our Revenue Cycle Management (RCM) division. This leadership role will require a strategic, client-focused individual with deep expertise in the RCM industry. The VP will serve as the key escalation point for all client concerns, ensuring client satisfaction and retention while also ensuring seamless collaboration with our offshore team in India.

This position will play a pivotal role in optimizing our RCM services by working closely with healthcare providers, payers, and internal teams to deliver exceptional results, resolve issues, and elevate the client experience. The ideal candidate will have a strong background in RCM, a proven track record of managing client relationships, and experience overseeing offshore teams.

Key Responsibilities

Client Relationship Management:

• Serve as the primary point of contact for key clients in the healthcare space, ensuring their revenue cycle management needs are met with exceptional service and high-quality outcomes
• Develop and nurture long-term client relationships, providing strategic insights and guidance on optimizing revenue cycle processes, reducing denials, improving reimbursement rates, and enhancing cash flow
• Actively manage and mitigate client escalations related to claims, billing, coding, AR, and other RCM services to ensure timely resolutions
• Monitor key performance metrics (KPIs) related to client satisfaction, billing accuracy, and collection efficiency, reporting regularly to the executive leadership team on client health and satisfaction
• Establish regular communication and reporting mechanisms for clients to review key operational metrics, progress on KPIs, and any potential areas for improvement
  
  

Escalation & Issue Resolution

• Own the escalation management process for client issues within the RCM space, ensuring that all client concerns are addressed promptly, efficiently, and with minimal disruption to the client’s operations
• Lead cross-functional teams to troubleshoot complex billing, coding, or claims-related issues, working collaboratively to resolve problems and maintain positive client relationships
• Partner with the offshore team to ensure that operational challenges (e.g., delays, quality issues) are addressed proactively and that client expectations are met consistently
• Use data analytics to track the root causes of recurring issues, developing and implementing strategies to address them systematically
  
  

Offshore Collaboration

• Serve as the primary liaison between onshore clients and the offshore operations team in India, ensuring a seamless flow of communication and alignment on client expectations
• Foster a collaborative working environment between the onshore client-facing teams and the offshore delivery teams, ensuring that both teams are working towards the same goals and service standards
• Work closely with offshore leadership to provide training, set expectations, and implement best practices for client service, ensuring that offshore teams understand client-specific nuances and requirements
• Track and monitor the performance of offshore teams, providing feedback to improve processes, quality, and efficiency
  
  

Strategic Leadership & Team Management

• Lead a high-performing Client Relations team, providing mentorship, guidance, and professional development opportunities
• Develop and implement strategies to enhance client satisfaction and retention, working closely with the Operations and RCM teams to continuously improve service delivery
• Collaborate with sales and business development teams to understand prospective clients’ needs and create tailored client engagement strategies that align with business goals
• Play a key role in shaping the company’s RCM service offerings and ensuring that the client experience is aligned with evolving industry trends and client needs
  
  

Reporting & Analytics

• Oversee the tracking of performance metrics related to the client experience, revenue cycle efficiency, and overall service delivery
• Provide regular reports and presentations to senior leadership on client performance, trends, and opportunities for improvement
• Leverage analytics to drive data-driven decision-making, proactively identifying areas for improvement and implementing corrective actions
  
  

Qualifications

• Experience:
• 10 years of experience in Revenue Cycle Management (RCM), healthcare operations, or a related field, with at least 5 years in a leadership position
• Strong track record in managing complex client relationships and escalations within the healthcare industry
• Hands-on experience managing offshore teams, preferably in India, to support RCM services (e.g., coding, billing, collections, AR management)
• Familiarity with RCM software platforms, EHR/EMR systems, and industry regulations (e.g., HIPAA, CMS, payer-specific guidelines)
• Experience in optimizing RCM processes, improving claims processing efficiency, and reducing denials
  
  

• Skills:
• Excellent communication and interpersonal skills, with the ability to build relationships with senior client executives and internal stakeholders
• Strong problem-solving and analytical skills, with a focus on identifying and resolving issues quickly and effectively
• Ability to work collaboratively with offshore teams and lead through influence
• Proficiency in RCM workflows, including billing, coding, insurance verification, AR management, and payer communications
• Ability to work under pressure and manage multiple client accounts simultaneously in a fast-paced, client-driven environment
• Proficiency with RCM tools and reporting dashboards; ability to interpret data and metrics to drive continuous improvement
  
  

• Education:
• Bachelor’s degree in Healthcare Administration, Business Administration, or related field (Master’s degree or relevant certification, such as Certified Revenue Cycle Executive (CRCE), is preferred)
  

Note :- No Visa Sponsorship. Position is open only for Permanent Resident and US Citizens only.

Company Description

Credence Global Solutions (“CGS”) is a Dallas, Texas based diversified technology driven financial transformation company with deep expertise in receivables management and voice based BPO. With focus on Receivables Management, Healthcare RCM, Technology Platforms and Contact Center verticals, CGS services leading telecommunication, healthcare, and media companies.

Healthcare providers serviced by CGS include medical transport providers, emergency physicians, health infusion service providers and diagnostic laboratories. In the telecommunication vertical, CGS serves four of the top five providers in United States.

Credence Resource Management is the flagship company of the Credence Group.

Our mantra is Excellence Beyond Belief. Challenges, growth opportunities and a passion for the Job enables us to repeatedly deliver excellence to our clients. Our teams are encouraged to continually explore their talents and pursue their interests, giving them the authority to gain knowledge and skills to truly be the expert in their domain. We strive to bring on the best and brightest, as well as to invest in their training and education, making them a seamless extension of your team.

Headquartered in Dallas TX, we have delivery offices in San Jose CA; Natchez MS; Mesa AZ & Pune India. Visit www.credencegs.com to know more about the company.

Credence Global Solutions (“CGS”) is a Dallas, Texas based diversified technology driven financial transformation company with deep expertise in receivables management and voice based BPO. With focus on Receivables Management, Healthcare RCM, Technology Platforms and Contact Center verticals, CGS services leading telecommunication, healthcare, and media companies. Healthcare providers serviced by CGS include medical transport providers, emergency physicians, health infusion service providers and diagnostic laboratories. In the telecommunication vertical, CGS serves four of the top five providers in United States. Credence Resource Management is the flagship company of the Credence Group. Our mantra is Excellence Beyond Belief. Challenges, growth opportunities and a passion for the Job enables us to repeatedly deliver excellence to our clients. Our teams are encouraged to continually explore their talents and pursue their interests, giving them the authority to gain knowledge and skills to truly be the expert in their domain. We strive to bring on the best and brightest, as well as to invest in their training and education, making them a seamless extension of your team. Headquartered in Dallas TX, we have delivery offices in San Jose CA; Natchez MS; Mesa AZ & Pune India. Visit www.credencegs.com to know more about the company.