Director of Customer Success (Onsite Odessa, TX)

Odessa, TX, United States

R1 RCM Inc. is a leading provider of technology-enabled revenue cycle management services which transform and solve challenges across health systems, hospitals, and physician practices. Headquartered in Chicago, R1 is a publicly traded organization with employees throughout the US and international locations.

Our mission is to be the one trusted partner to manage revenue, so providers and patients can focus on what matters most. Our priority is to always do what is best for our clients, patients, and each other. With our proven and scalable operating model, we complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience.

This position is based in Odessa, TX and requires onsite work. R1 RCM provides a comprehensive relocation package if necessary. We are also open to having a Customer Success Director travel to the site on a weekly basis.

As our Customer Success Director, you will lead the client experience engagement driving Revenue Cycle operations strategy and accountability for a large care organization. You will partner with the Customer Executive team to deliver superior results and manage all component pieces of the end-to-end revenue cycle engagement and suite of solution offerings.

In this role, you will also contribute to our growing organization as a thought leader, helping to improve the R1 solution and inform our strategy. The Customer Success Director will be a responsible for building and maintaining strong client relationships.

We’re on an undeniable growth path and looking for a select few to help us continue to raise the bar on enabling modern healthcare. This role is at the forefront of our growth and execution of the R1 way. We have a relentless focus on driving results for care organizations allowing them to invest in their mission. You will develop new skills, grow your leadership abilities and career, while delivering exemplary business results.

Responsibilities

Local leader over R1’s End-to-End Revenue Cycle Management customer engagement, consisting of $220M in Customer Net Revenue under management.

Act as a single point of contact and contributor between customer executive and R1 operations for designated sites

Coordinate new customer references and industry surveys. (NPS and KLAS)

Partner with Customer Executive team to align operational objectives. Ensure strong client and internal stakeholder communications while executing the R1 operating system and communications routines.

Receive, triage, and facilitate resolution of all customer escalations originating from Sr. Leaders/ Executives for the assigned sites.

Proactively monitor operational performance and anticipate risks for future customer escalation.

Ongoing operational health oversight - Monitor operational performance to KPI and budget expectations during steady state operation.

Execute and drive improvement s to R1’s operating model.

Participate in R1 strategy development as a thought leader and content expert sharing best practices, optimizing performance, and leading the transformation.

Facilitate and lead various client C-Suite and Service Line leader’s meetings.

Required Qualifications

Bachelor’s degree in: Healthcare Administration, Public Health, Business Administration, Management, or a related field

7 years of post-bachelor’s progressive related revenue cycle operations work experience.

Minimum of 2 years of revenue cycle management experience.

History of steadily advancing leadership roles and a proven track record of success.

Strategic vision across operational excellence in end-to-end solutions.

Change Management – The ability to help counterparts through difficult transitions to a new process, workflow, or situation.

Advanced comprehensive revenue cycle data analytics a must.

Excel experience: creating pivot tables, advanced formula calculations, etc.

Create, Deliver and Present standard and ad hoc client-facing reports based on client needs.

Use various methods to analyze and convey numerical or statistical data, including pivot tables, graphs and spreadsheets Facilitate all client meetings, action management.

Respond to client requests received via email and calls.

Manage client expectations and follow through on commitments.

Manage Client health (KPI’s) in conjunction with cross functional team members to preemptively recognize and escalate potential client detractors.

Client Relationship/Management: 40%

Client Business Reviews and Meetings: 20%

Collaborates with other R1 functions: 35%

Document the customer experience in CRM: 5%

Desired Qualifications

Master’s degree in: Healthcare Administration, Public Health, Business Administration, Management, or a related field, and 5 years of related work.

Leadership Skills – Strong communications and leadership skills, while acting as a role model and coaching team members in R1’s core values.

Interpersonal Skills – The ability to establish oneself as a peer and trusted partner for our client counterparts. Building collaboration and strategic relationships across the client organization to strengthen and solidify the partnership and revenue growth opportunities.

Motivation / Drive – Successful candidates will be the quintessential self-starter and have a desire for continuous learning. Going beyond what is asked to take on new challenges and create innovative solutions is critical to success.

Power BI experience and Cerner Solution knowledge is a plus. Utilize spreadsheets and data visualization software including Excel and Power BI to create and present meeting material.

For this US-based position, the base pay range is $129,226.88 - $169,533.00 per year . Individual pay is determined by role, level, location, job-related skills, experience, and relevant education or training.

The healthcare system is always evolving — and it’s up to us to use our shared expertise to find new solutions that can keep up. On our growing team you’ll find the opportunity to constantly learn, collaborate across groups and explore new paths for your career.

Our associates are given the chance to contribute, think boldly and create meaningful work that makes a difference in the communities we serve around the world. We go beyond expectations in everything we do. Not only does that drive customer success and improve patient care, but that same enthusiasm is applied to giving back to the community and taking care of our team — including offering a competitive benefits package.

R1 RCM Inc. (“the Company”) is dedicated to the fundamentals of equal employment opportunity. The Company’s employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

If you have a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at 312-496-7709 for assistance.

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To learn more, visit: R1RCM.com

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