Director of Client Services

Role

The Director of Client Success is accountable for ensuring clients realize the full financial, operational, and strategic value of their revenue cycle management partnership. This role owns the overall health of assigned client relationships, including satisfaction, retention, strategic alignment, performance governance, risk management, and value realization.

Serving as the single-threaded relationship leader, the Director translates client goals and contractual commitments into measurable success plans and coordinates across Operations, Analytics, Technology, Compliance, and other internal teams. Operations remains accountable for day-to-day revenue cycle execution; the Director of Client Success ensures that delivery is aligned to client priorities, performance expectations, and long-term partnership outcomes.

Key Responsibilities

• Own executive and day-to-day relationships for an assigned portfolio of US-based healthcare clients, serving as the primary point of accountability and the client’s advocate within the organization.
• Build trusted relationships with client revenue cycle, finance, and operational leaders while maintaining alignment on goals, priorities, expectations, scope, and decision-making.
• Develop and maintain client success plans that define desired outcomes, contracted commitments, performance priorities, relationship risks, and strategic opportunities.
• Translate client goals into measurable success criteria, including net and gross collections, days in accounts receivable, aging over 120 days, denial performance, cash acceleration, cost-to-collect, and other applicable contractual KPIs.
• Monitor performance trends and variances, connect operational results to business impact, and communicate what changed, why it changed, and the actions underway.
• Lead monthly performance reviews, quarterly business reviews, executive steering meetings, and other governance forums with clear narratives, decisions, owners, and follow-through.
• Proactively identify performance degradation, relationship strain, scope misalignment, unmet dependencies, and other risks that could affect client outcomes or retention.
• Lead structured escalation and recovery planning, coordinating with accountable operational and functional leaders to establish actions, timelines, ownership, and transparent client communication.
• Orchestrate cross-functional collaboration among RCM Operations, Analytics, Technology, Compliance, Product, Implementation, and other teams to resolve interdependencies and provide cohesive client experience.
• Ensure client feedback is gathered, documented, and translated into improvements to processes, technology, reporting, and the overall service model.
• Partner with clients on forward-looking priorities such as service maturity, growth, new locations, acquisitions, payer mix changes, and reimbursement or regulatory shifts.
• Identify appropriate optimization and expansion opportunities based on client needs and demonstrated value, without compromising trusted-advisor credibility.
• Coach and develop Client Success team members, reinforce consistent account-management practices, and support portfolio coverage, prioritization, and escalation discipline.
• Maintain accurate client health, risk, action, and opportunity information in designated systems and provide concise portfolio insights to senior leadership.
• Promote a culture of accountability, transparency, collaboration, and continuous improvement while maintaining clear boundaries between relationship ownership and operational execution.

Candidate Profile

• Bachelor’s degree in business, healthcare administration, finance or related field or equivalent professional experience
• 5+ years of Revenue Cycle Management experience with strong end-to-end lifecycle knowledge.
• Experience supporting performance improvement, operational excellence or consulting style initiatives.
• Strong analytical and problem-solving skills; ability to synthesize detailed data into clear insights.
• Strong judgment, executive presence, facilitation, and written and verbal communication skills.
• Proficiency in Excel, PowerPoint, and performance reporting tools
• Demonstrated ability to work effectively in matrixed environments without direct authority.
• Demonstrated ability to balance client advocacy with contractual scope, operational feasibility, organizational priorities, and long-term partnership value.
• Knowledge of HIPAA, healthcare compliance expectations, and responsible handling of protected health information.
• Willingness to travel periodically, as needed.

Measures of Success

• Client retention, renewal, satisfaction, and relationship health.
• Achievement and sustainment of contracted and agreed client outcomes.
• Timely identification, escalation, and resolution of client risks and performance gaps.
• Quality and effectiveness of client governance, executive communication, and action follow-through.
• Portfolio stability, scope alignment, and value-based growth.