Manager – RCM Client Engagement

This is a fully remote position, open to applicants in California, +9 more states.

📋 Description

• Oversee structured discovery processes with hospital revenue cycle and finance leaders.

• Gather client goals, limitations, risks, and success metrics across front-end, middle, and back-end revenue cycle operations.

• Document initial RCM performance and pinpoint discrepancies compared to the current RCM Service Catalog.

• Identify unknown factors and unresolved risks needing attention prior to activation.

• Collaborate with implementation teams to adjust plans according to client needs.

• Partner with Implementation Project Managers to establish priorities, track progress, and align milestones with client expectations.

• Define roles, milestones, and escalation procedures for transition risks specific to rural health providers.

• Update client stakeholders on the progress of implementations.

• Ensure alignment between client and internal operations before going live.

• Act as the main point of contact for daily operational inquiries and strategic initiatives throughout the contract duration.

• Serve as a subject matter expert on revenue cycle metrics for front, middle, and back functions.

• Assist with Quarterly Business Reviews and evaluate RCM performance against agreed-upon KPIs and success metrics.

• Identify and escalate issues, driving toward resolution.

• Develop opportunities for expansion and direct new requirements to Client Success and Relationship Executives.

• Manage structured offboarding or service transitions.

• Clarify scope, timelines, responsibilities, and KPI expectations.

• Facilitate regular engagement points from onboarding through steady-state operations.

• Coordinate internal responses to client escalations with RCM operations leadership.

• Build trusted advisory relationships with client leadership.

• Ensure that discovery and implementation outcomes are thorough and minimize downstream rework.

• Monitor performance deviations and emerging risks, escalating concerns proactively.

• Collaborate on initiatives for performance improvement.

• Report account status, risks, and performance to Convene Health leadership.

• Participate in steering committees, escalation protocols, and performance reporting.

• Maintain a working knowledge of IT service offerings, including infrastructure, cybersecurity, application support, interoperability, and managed services.

• Facilitate communication among operational, financial, and technical stakeholders of the client.

⛳️ Requirements

• Exceptional facilitation, structured discovery, and executive communication abilities.

• Experience in people management, capable of directing and holding accountable both internal and client stakeholders.

• Proficient understanding of RCM domain terminology.

• Strong comprehension of revenue cycle processes (front, middle, back), performance metrics, and related operational workflows.

• Ability to analyze data, recognize trends and discrepancies, and summarize findings clearly and actionable.

• Capability to support process improvement initiatives, identify root causes, and offer recommendations.

• Skill in translating ambiguity into clear plans with designated owners, timelines, and dependencies.

• Experience in cross-functional delivery alignment.

• Strong long-term relationship management skills, including renewal and contract negotiation discussions.

• Ability to recognize early signs of account risk or dissatisfaction and take proactive measures.

• 7+ years in healthcare revenue cycle management, RCM consulting, or RCM managed services.

• Preferred experience in delivery, process, and project management.

• Proven track record in leading discovery and onboarding for complex RCM services and managing ongoing client relationships post-implementation.

• Preferred experience working with healthcare IT, informatics, or digital transformation teams.

• Direct experience within rural health hospital environments is highly preferred.

• Experience with contract renewal cycles, account growth, or retention management in a services or managed services context is strongly preferred.

• Bachelor's degree is required.

• MBA/MHA is preferred.

🏝️ Benefits

• Competitive salary along with a comprehensive benefits package.

• Opportunities for professional development and career advancement.

• A supportive work environment with a collaborative team.

• Comprehensive healthcare coverage.

• Retirement savings plan.

• Paid time off and flexible scheduling options.

• Student loan repayment program.