Manager - RCM Client Engagement
Position Details:
Employment Type: Full Time
Location: Remote
You must reside in one of these states to be eligible for this position:
Arkansas California Kentucky
Massachusetts Nevada New Mexico
Oregon Utah Tennessee
Texas Wyoming
Job Summary:
The RCM Client Engagement Manager owns the day-to-day revenue cycle client relationship for assigned accounts, from initial discovery and scoping through implementation, operational and renewal support, and (where applicable) offboarding or transition. This role works with the Implementation Project Manager(s) assigned to their accounts, ensuring implementation is aligned with the broader client relationship and contract commitments. The RCM Client Engagement Manager translates client-specific revenue cycle complexity, particularly rural health operational and financial dynamics, into actionable plans at every stage of the relationship. The Client Engagement Manager maintains an awareness of healthcare information technology services and serves as a liaison between client stakeholders and Convene IT teams. This role reports to the Client Success Leader and works with RCM Operations and Sales roles as the client’s primary point of contact supporting daily operational needs.
Key Responsibilities:
Client Discovery & Scoping
- Leads structured discovery with hospital revenue cycle and finance leadership; captures client objectives, constraints, risks, and success measures across front-end, middle, and back-end revenue cycle functions.
- Documents baseline RCM performance (i.e. KPIs) and identifies gaps against the current RCM Service Catalog.
- Identifies unknowns and open risks requiring resolution prior to activation.
- Collaborates with implementation team to adapt implementation plans to client.
Implementation Oversight
- Works closely with the Implementation Project Manager(s) setting priorities, reviewing progress, and ensuring implementation milestones stay aligned with client commitments.
- Ensures roles, milestones, and escalation paths are defined for transition risks unique to rural health providers.
- Effectively updates all client stakeholders on implementation progress.
- Ensures client and internal operations alignment pre-go-live.
Day-to-Day Client Support & Ongoing Relationship Management
- Serves as the client’s primary point of contact for both daily operational needs and monitors strategic initiatives for the full duration of the contract.
- Serves as the subject matter expert for key revenue cycle metrics across front, middle, and back functions.
- Supports Quarterly Business Reviews, RCM performance against contracted KPIs and jointly agreed success measures.
- Identifies and escalates issues and drives resolution.
- Identifies and develops expansion opportunities where a client’s needs exceed current contracted scope, routing new requirements to Client Success and Relationship Executive(s).
- Manages structured offboarding or service transition in the event a contract is not renewed or scope is reduced, ensuring an orderly handoff.
Client Communication & Expectation Management
- Establishes clarity around RCM scope, timelines, client responsibilities, and “what good looks like” for KPI performance from day one and reaffirm it at each contract stage
- Facilitates regular engagement touchpoints across the entire relationship, from onboarding through steady-state operations, resolving day-to-day friction directly rather than escalating routine issues
- Serves as the client’s escalation point to sales and client success leaders at any point in the contract term, coordinating rapid internal response with RCM operations leadership
- Establishes a trusted advisor relationship with client leadership
Quality, Readiness & Risk Discipline
- Ensures discovery and implementation outputs are complete, reducing downstream rework for RCM operations teams.
- Monitors for performance drift or emerging risk throughout the contract term and escalates proactively to the Client Success Leader.
- Collaborates with internal operational teams to address performance improvement initiatives.
Reporting & Cross-Functional Integration
- Reports account status, risk, and performance to the Convene Health leadership on a regular cadence.
- May participate in steering committee touchpoints, escalation paths, performance reporting through the life of the contract.
- Maintains a working knowledge of Convenes IT service offerings, including infrastructure, cybersecurity, application support, interoperability, and managed services.
- Facilitates communication between client operational, financial, and technical stakeholders to ensure alignment across initiatives.
Required Skills & Qualifications:
- Strong facilitation, structured discovery, and executive communication skills.
- People-management experience, with the ability to direct and hold accountable both internal and client stakeholders.
- Must have working fluency in RCM domain terminology to engage credibly with hospital finance and revenue cycle leadership.
- Strong knowledge of revenue cycle processes (front, middle, back), performance metrics, and related operational workflows.
- Ability to analyze data, identify trends and variances, and summarize findings in a clear and actionable manner.
- Ability to support process improvement efforts, identify root causes, and provide recommendations.
- Ability to translate ambiguity into crisp plans (owners, timeline, dependencies) and manage cross-functional delivery alignment.
- Skilled at long-term relationship management, including renewal and contract negotiation conversations.
- Able to read early signals of account risk or dissatisfaction and act on them before they become retention issues.
Work Experience:
- 7+ years in healthcare revenue cycle management, RCM consulting, or RCM managed services.
- Delivery, process and project management experience strongly preferred.
- Proven experience leading discovery and onboarding for complex RCM services, as well as managing the ongoing account relationship post-implementation.
- Experience collaborating with healthcare IT, informatics, or digital transformation teams preferred.
- Direct experience with rural health hospital environments strongly preferred.
- Experience with contract renewal cycles, account growth, or retention management in a services or managed services context strongly preferred.
Education and Certifications:
- Bachelors required.
- MBA/MHA preferred.
Travel:
- Travel for client discovery, implementation milestones, and periodic on-site business reviews throughout the contract term.
Benefits:
- Competitive salary and benefits package.
- Opportunities for professional development and advancement.
- Supportive work environment with a collaborative team.
- Comprehensive healthcare coverage.
- Retirement savings plan.
- Paid time off and flexible scheduling options.
- Student loan repayment program.
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