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Vice President, RCM Client Experience Management

2 months ago

Phoenix, United States Unislink Full time
Job DescriptionJob DescriptionDescription:

UnisLink is currently seeking an experienced and strategic Vice President of Client Experience to oversee and manage our high-risk, high-volume accounts within the Operations team. In this role, you will promote positive customer experiences, foster relationships, and supports brand loyalty. Reporting directly to the Senior VP of US Operations, you will serve as the “face” of the organization and responsible for leading a positive customer experience that drives retention, adoption of additional services, and referrals. The VP of Client Experience will be expected to become well-versed on all aspects of the business, including the intricacies of revenue cycle management (RCM), transition of care, and population health so they can offer insight on performance and identify opportunities for improvement.


The VP of Client Experience works with all areas of the business to ensure client success. If you have experience analyzing performance data and communicating internally with the customers to optimize results, then apply today. We look forward to meeting you.


Key Responsibilities:

  • Serve as the primary executive liaison for high-risk, high-volume clients, ensuring their needs are met and relationships are maintained at the highest level.
  • Strategize and prioritize objective and key results (OKRs) to lead, expand, and mentor the Customer Experience teams, ensuring the development of a world-class team.
  • Drive customer lifetime value by defining the customer journey, deploying programs for business value, collaborating across teams for customer growth opportunities, and representing the voice of the customer to internal stakeholders.
  • Architect the customer experience organization and solutions to scale in support of revenue ambitions, maintaining a balance for service and support across customer segments.
  • Develop and implement risk management strategies to address client issues, ensuring proactive communication and resolution to prevent escalations.
  • Collaborate with internal teams (sales, finance, IT, compliance) across global locations to streamline processes and enhance client experience.
  • Lead efforts to enhance client retention, identify opportunities for account growth and work closely with the sales team on client expansion strategies.
  • Ensure efficient New Client Onboarding to meet ramp and delivery expectations.
  • Partner closely with Operations leaders in India to ensure alignment on account strategies, performance goals, and service delivery standards for shared clients.
  • Own the client experience, delighting customers at every touchpoint, and ensure full adoption of technology and services.
  • Clearly understand key stakeholders, identify motivators and risks within client organizations.
  • Identify and track red flags and risks within the organization, creating and deploying account plans, and introducing specialized experts to drive client satisfaction.
  • Develop a deep understanding of the client’s practice, proactively communicating UnisLink’s performance, and sharing best practices.
  • Anticipating client needs, addressing concerns immediately, and asking for referrals from delighted customers.
  • Keep clients informed about new developments at UnisLink, revenue cycle, payor, and/or pop health trends, and regulatory issues affecting their business.
  • Promote UnisLink’s core values of Respect, Integrity, Customer Focus, and Continuous Improvement.
  • Perform other related duties as assigned.
Requirements:

Qualifications:

  • Senior / executive level management experience with 10+ years of Revenue Cycle Management or Healthcare Operations experience required, with a focus on client facing roles.
  • 10-15 years of proven experience leading and expanding teams, setting strategies, and prioritizing objectives to develop a world-class Customer Experience team.
  • Proven track record of navigating cultural nuances and leading teams across different geographic regions with sensitivity to diverse working styles and client expectations.
  • Proven ability to drive customer lifetime value through defining customer journeys, deploying programs for business value, and identifying growth opportunities.
  • Strong ability to manage organizational change and build internal buy-in across departments.
  • Demonstrated ability to collaborate effectively across teams, particularly with sales teams, to define goals and leverage products and services for customer success.
  • Track record of supporting a broad portfolio of initiatives, including enhancements, new capabilities, and standalone projects.
  • Experience collaborating with global teams to meet established KPIs and performance metrics.
  • Proven track record in implementing strategies to improve customer retention, reduce churn, and increase upsell opportunities within client accounts.
  • Strong understanding of healthcare regulations, privacy laws, and industry compliance standards, particularly in Revenue Cycle Management or Healthcare Operations.
  • Values a high level of confidentiality and professionalism.
  • Proactive, constantly seeking improvement and feedback.
  • Action-oriented, closing the feedback loop for every interaction and reporting results to the customer and internally.
  • Has high emotional intelligence and demonstrates empathy with clients and internal team members.
  • Strong advocacy skills to ensure client perspectives are represented withing the organization's strategic initiatives.
  • Values a high level of confidentiality and professionalism.

Why UnisLink?

We offer a competitive salary and benefits package, as well as opportunities for growth and development within the organization. Our total rewards package reflects our commitment to creating a diverse and supportive workplace.

  • A positive work environment with passionate leaders that believe in collaboration, innovation, and career growth.
  • Medical, dental and vision insurance for you and your dependents
  • Healthcare Flexible spending accounts are available options
  • 401(k) retirement plan with up to 4% match and no vesting period
  • Paid parental leave
  • 10 days of Paid Time Off (PTO) and 8 company paid holidays annually

About Us

Founded in 2009, UnisLink helps medical providers optimize revenues, improve outcomes and reduce costs through better process management, data analytics, and outsourcing. Throughout its journey to date, UnisLink has fostered an entrepreneurial culture and attracted and retained a highly skilled team of professionals in the areas of medical billing/RCM, data analytics, product development, account management and customer service to serve clients. The company is built upon the core values of Respect, Integrity, Customer Focus and Continuous improvement. UnisLink is committed to combining diversity, collaboration, and excellence. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or based on disability.