Executive Director, Client Services

GENERAL SUMMARY

The Executive Director, Client Services serves as the critical liaison between physician practice affiliates, service line leaders, and the Revenue Cycle Management (RCM) functional/operations team at the enterprise level for all UA practices. The Executive Director, Client Services plays a pivotal role in ensuring transparency, alignment, and responsiveness across all stakeholders involved in the revenue cycle process. The Executive Director is accountable for the affiliate experience and standardization of support related to RCM. Directors, Client Services for specific affiliates report to the Executive Director and the Executive Director maintains accountability for particular affiliates as well.

The Executive Director, Client Services serves as a proactive communicator, detail-oriented analyst, and strategic collaborator with a deep understanding of healthcare revenue cycle operations and client relationship management.

ESSENTIAL JOB FUNCTION/COMPETENCIES 

The responsibilities and duties described in this job description are intended to provide a general overview of the position. Duties may vary depending on the specific needs of the affiliate or location you are working at and/or state requirements. Responsibilities include but are not limited to:

• Act as the primary point of contact between assigned physician practice affiliates, physicians, service line leaders, and the RCM operational team.
• Compiles enterprise-wide RCM performance KPI data, action items and process improvement updates.
• Communicate performance metrics, technology updates, outsourcing decisions, workflow changes, and RCM Functional project remediation efforts in a clear, timely and consistent manner to stakeholders.
• Manages Directors of Client Services ensuring accuracy, timeliness and consistency of support.
• Provide timely updates on remediation projects and operational changes that may impact aging, net revenue, patient experience, or financial outcomes.
• Manage and resolve high-priority escalations, including patient relations concerns, with appropriate urgency and coordination.
• Prepare and present monthly RCM financial performance results at Affiliate Board Meetings and to service line leaders.
• Actively participate in Monthly Operational Review (MOR) Meetings and monthly Financial Close Meetings, offering insights and updates on activities impacting financial outcomes.
• Triage and prioritize questions and requests from affiliates or service line leaders, ensuring coordination and follow-through with the appropriate RCM functional areas.
• Maintain a strong understanding of each affiliate's operational goals and challenges, tailoring communication and recommendations accordingly.
• Facilitate continuous improvement by identifying trends, gaps, and opportunities in both service delivery and financial outcomes.
• Document and track all communication, escalations, resolutions, and project statuses to ensure accountability and transparency.
• Performs other position related duties as assigned.
• Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Strong financial acumen with the ability to analyze, interpret, and clearly communicate financial performance data to diverse audiences.
• Excellent verbal and written communication skills, with an emphasis on clarity, accuracy, and professionalism.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• High emotional intelligence and diplomacy in managing escalated issues and navigating complex stakeholder relationships.
• Exceptional follow up skills.
• Proficiency in Microsoft Office Suite (especially Excel and PowerPoint) and familiarity with RCM PM, EMR and Intake systems.
• Ability to build trusted relationships with both internal operations and external clinical leaders.
• Proactive problem-solver with a bias toward action and accountability.
• Skilled in translating complex revenue cycle concepts into actionable insights for non-technical audiences.
• Operates with a sense of urgency, professionalism, and precision in high-stakes environments.

EDUCATION REQUIREMENTS

• Bachelor’s degree in Healthcare Administration, Business Administration, Finance, or related field required.

EXPERIENCE REQUIREMENTS

• Prior experience managing multiple RCM functional areas.
• Experience of at least 2 years acting in a senior capacity for RCM Client services.
• Minimum of 10 years of experience in revenue cycle management spanning multiple functions, client services, or healthcare operations.
• Proven experience in account management or stakeholder engagement in a healthcare setting, ideally within a multi-specialty or physician group environment.

REQUIRED TRAVEL

• This role is remote, with periodic travel required to affiliate locations for board meetings and stakeholder engagement not expected to exceed 10% of work time.

PHYSICAL DEMANDS

Carrying Weight Frequency

1-25 lbs. Frequent from 34% to 66%

26-50 lbs. Occasionally from 2% to 33%

Pushing/Pulling Frequency

1-25 lbs. Seldom, up to 2%

100 lbs. Seldom, up to 2%

Lifting - Height, Weight Frequency

Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs. Seldom: up to 2%

Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs. Seldom: up to 2%