Customer Relations Manager

Position Overview

Key Responsibilities:

· Strategic Customer Relationship Management

· Serve as the primary point of contact for the two largest enterprise clients, ensuring their needs are met and expectations exceeded.

· Develop and maintain strong, executive-level relationships with client leadership, including CFOs, revenue cycle directors, and practice administrators.

· Conduct quarterly business reviews (QBRs) and strategic planning sessions to assess account performance and drive continuous improvement.

· Financial & Operational Performance Oversight

· Own and optimize revenue cycle performance, ensuring improvements in collections, denial management, and payment trends.

· Collaborate with internal teams to proactively identify and resolve bottlenecks in claims processing, billing workflows, and credentialing.

· Develop and present customized financial reports and projections, ensuring clients have clear visibility into KPIs, payment trends, and process efficiency.

· Act as the primary escalation point for critical account concerns, ensuring timely resolution of operational and financial issues.

· Work cross-functionally with RCM, credentialing, and customer support teams to address challenges proactively.

· Manage client expectations and ensure adherence to service-level agreements (SLAs).

· Growth & Retention Strategy

· Identify and drive opportunities for expansion, including upselling additional services that enhance financial and operational performance.

· Develop long-term account strategies focused on customer retention, revenue growth, and value realization.

Required Skills

RCMEHR workflows credentialing Microsoft Excel Power Point healthcare analytics tools

Key Responsibilities

Strategic Customer Relationship Management,

Serve as the primary point of contact for the two largest enterprise clients,

ensuring their needs are met and expectations exceeded.,

Develop and maintain strong, executive-level relationships with client leadership, including CFOs, revenue cycle directors, and practice administrators.,

Conduct quarterly business reviews (QBRs) and strategic planning sessions to assess account performance and drive continuous improvement.,

Financial & Operational Performance Oversight, Own and optimize revenue cycle performance, ensuring improvements in collections, denial management, and payment trends.,

Collaborate with internal teams to proactively identify and resolve bottlenecks in claims processing, billing workflows, and credentialing.,

Develop and present customized financial reports and projections, ensuring clients have clear visibility into KPIs, payment trends, and process efficiency.,

Process Optimization & Digital Adoption, Drive the adoption of digital tools, ensuring customers leverage Pace EHR and RCM services to improve workflow efficiency and revenue outcomes., Partner with clients to develop customized solutions for improving payer reimbursement, reducing denials, and streamlining credentialing processes.,

Escalation & Issue Resolution, Act as the primary escalation point for critical account concerns, ensuring timely resolution of operational and financial issues.,

Work cross-functionally with RCM, credentialing, and customer support teams to address challenges proactively.,

Manage client expectations and ensure adherence to service-level agreements (SLAs).,

Growth & Retention Strategy, Identify and drive opportunities for expansion, including upselling additional services that enhance financial and operational performance.,

Develop long-term account strategies focused on customer retention, revenue growth, and value realization.

Qualifications

• 7 years of experience in enterprise customer success, account management, or healthcare operations.,
• Strong knowledge of RCM, EHR workflows, credentialing, and provider enrollment.,
• Proven ability to manage large, complex customer accounts at the enterprise level.,
• Expertise in financial analysis, KPI reporting, and revenue optimization.,
• Exceptional communication skills, with the ability to engage executive leadership and drive strategic discussions.,
• Experience with Microsoft Excel (pivot tables, macros),
• PowerPoint, and healthcare analytics tools.,
• Prior experience working with offshore teams is a plus.

Technical Requirements

RCM, EHR workflows, credentialing, Microsoft Excel, PowerPoint, healthcare analytics tools