Client Manager

Position Overview

The Client Manager is responsible for the day-to-day management, performance monitoring, and operational success of SSI clients within their assigned region. This role oversees success for client stakeholders, ensuring effective communication, issue resolution, and continuous improvement across revenue cycle and clearinghouse operations.

The Client Manager works closely with internal technical, operational, and product teams to ensure that client workflows are optimized, issues are resolved efficiently, and performance metrics are consistently improving.

This role requires a strong understanding of healthcare revenue cycle fundamentals, key performance indicators, and the ability to interpret operational and technical data to support client success and issue resolutions.

Key Responsibilities

Client Relationship Management

• Build strong working relationships with client operational teams and their leadership
• Manage communication cadence including status on all SSRs, KPIS, action and project plans are progressing at the expected pace. 
• Ensure timely follow-up on all client inquiries and escalations based on the communication matrix.

Revenue Cycle Performance Monitoring

• Maintain a working knowledge of revenue cycle workflows, processes and integration for all accounts.
• Monitor and report on key client KPIs including denial rate, gross collection rate, AR days, and net collection rate
• Identify performance trends and escalate concerns proactively through the escalation channels outlined in the client manager guide. Ensure all escalations are managed and responded to within the provided timeframes.
• Support development of action plans to improve client performance
• Assist in preparation of reporting for leadership and QBRs

Issue Resolution and Escalation Management

• Track and manage client issues through resolution
• Differentiate between operational issues and technical issues to assign to team members
• Coordinate with technical operations, product teams, and support teams
• Ensure root cause is identified, not just symptom resolution

Clearinghouse and Technical Coordination

• Maintain technical working knowledge of clearinghouse workflows including 837, 277, 275, 835, and 270/271
• Assist clients in understanding rejections versus denials, with a clear understanding of ARC
• Partner with technical teams to resolve mapping, transmission, and connectivity issues

Workflow and Process Improvement

• Identify inefficiencies in client workflows for process improvements
• Support movement from reactive, queue-based processes to proactive approaches
• Recommend improvements to front-end data quality and claim submission processes

Data and Reporting Support

• Review and interpret client reports and dashboards
• Highlight key insights and trends
• Ensure data accuracy and consistency

Cross-Functional Collaboration

• Act as liaison between clients and internal teams
• Ensure alignment across expectations, technical capabilities, and delivery

Required Qualifications

• Bachelor’s degree or equivalent experience
• Master’s preferred
• 6 to 10 years of experience in healthcare revenue cycle, clearinghouse operations, or provider healthcare FinTech
• Working knowledge of revenue cycle workflows and healthcare KPIs
• Deep understanding of revenue cycle management

Core Competencies

• Deep Revenue Cycle Knowledge
• KPI Awareness
• Analytical Thinking
• Healthcare Financial Technical Awareness
• Communication Skills
• Organization and Execution