Director - Client Delivery

Job Description

Job Description

Description:

The Director of Client Delivery is responsible for supporting internal initiatives and implementing client programs. This role will oversee strategic client engagements, partner with organizational leadership to align strategies, drive performance, and deliver best-in-class service to clients. Additional responsibilities include maintaining strong communication with internal and external leaders, guiding issue resolution, and generating positive client feedback on quality, value, delivery, and results. The ideal candidate has proven leadership ability, internal or external customer service, healthcare operations management experience, and a track record of achieving results.

Key Responsibilities

Operational Leadership

• Serve as the main point of contact for strategic client portfolio management, acting as the communication connection between clients, RCMS Operations, and other service lines
• Develop and implement strategic initiatives to enhance client relationships and drive business growth
• Ensure consistent service delivery, client satisfaction, and resolution of complex issues
• Collaborate with client operational leadership to identify best practices and translate them into effective workflows
• Create, deliver, and present all standard and ad hoc client-facing reporting
• Manage and lead key client meetings
• Respond to client requests received via email and calls
• Manage client expectations and follow through on commitments
• Maintain regular communication with senior leadership, department heads, and partner leaders to share performance insights, align on goals, and support strategic initiatives

Performance Oversight and Governance

• Monitor KPIs for clients and proactively identify underperformance, driving timely resolution before client impact occurs
• Partner with RCMS Operational leaders to address any underperformance or escalations raised by clients
• Collaborate with domestic and global leaders to ensure any operational changes that impact client delivery are reviewed and consistently followed
• Lead Monthly Operating Reviews with clients as well as other report outs as needed
• Work closely with the RCMS Operational team to implement new processes and reinforce organizational initiatives with the client

Reporting Structure

• Reports directly to the Senior RCMS Operational Leader
• Through disciplined execution, strategic vision, and proactive governance, this role will elevate Healthrise’s client delivery and ensure consistent excellence for clients

• Excellent client-facing skills with proven ability to communicate effectively with CFOs, revenue cycle VPs, operational, and finance leaders; ability to provide reporting and audit support as needed
• Demonstrated ability to expand client engagements by leveraging scalable frameworks, delivering enhanced value for both clients and Healthrise
• Strong written and verbal communication, interpersonal, and problem-solving abilities
• Knowledge of healthcare revenue cycle operations, metrics and compliance requirements
• Proven leadership experience in healthcare revenue cycle management
• Strategic mindset with the ability to set a long-term vision while maintaining disciplined focus on day-to-day performance
• Bachelor’s degree required; advanced degree or certifications (CRCR, HFMA, etc.) preferred

Physical Demands and Work Environment

• Work Environment: Professional home environment with routine use of standard office equipment
• Travel: Occasional travel to Healthrise headquarters and/or partner sites
• Physical Demands: Primarily sedentary role; requires use of keyboards, mouse, and other devices for typing and system navigation

The above is intended to describe the general content and requirements for the performance of this job. It is not an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.