Manager - RCM Client Engagement

Description

You must reside in one of these states to be eligible for this position:

Arkansas California Kentucky
Massachusetts Nevada New Mexico
Oregon Utah Tennessee
Texas Wyoming

The RCM Client Engagement Manager owns the day-to-day revenue cycle client relationship for assigned accounts, from initial discovery and scoping through implementation, operational and renewal support, and (where applicable) offboarding or transition. This role works with the Implementation Project Manager(s) assigned to their accounts, ensuring implementation is aligned with the broader client relationship and contract commitments. The RCM Client Engagement Manager translates client-specific revenue cycle complexity, particularly rural health operational and financial dynamics, into actionable plans at every stage of the relationship.

The Client Engagement Manager maintains an awareness of healthcare information technology services and serves as a liaison between client stakeholders and Convene IT teams. This role reports to the Client Success Leader and works with RCM Operations and Sales roles as the client’s primary point of contact supporting daily operational needs.

• Leads structured discovery with hospital revenue cycle and finance leadership; captures client objectives, constraints, risks, and success measures across front-end, middle, and back-end revenue cycle functions.
• Documents baseline RCM performance (i.e. KPIs) and identifies gaps against the current RCM Service Catalog.
• Identifies unknowns and open risks requiring resolution prior to activation.
• Collaborates with implementation team to adapt implementation plans to client.

• Works closely with the Implementation Project Manager(s) setting priorities, reviewing progress, and ensuring implementation milestones stay aligned with client commitments.
• Ensures roles, milestones, and escalation paths are defined for transition risks unique to rural health providers.
• Effectively updates all client stakeholders on implementation progress.
• Ensures client and internal operations alignment pre-go-live.

• Serves as the client’s primary point of contact for both daily operational needs and monitors strategic initiatives for the full duration of the contract.
• Serves as the subject matter expert for key revenue cycle metrics across front, middle, and back functions.
• Supports Quarterly Business Reviews, RCM performance against contracted KPIs and jointly agreed success measures.
• Identifies and escalates issues and drives resolution.
• Identifies and develops expansion opportunities where a client’s needs exceed current contracted scope, routing new requirements to Client Success and Relationship Executive(s).
• Manages structured offboarding or service transition in the event a contract is not renewed or scope is reduced, ensuring an orderly handoff.
• Establishes clarity around RCM scope, timelines, client responsibilities, and what good looks like for KPI performance from day one and reaffirm it at each contract stage
• Facilitates regular engagement touchpoints across the entire relationship, from onboarding through steady-state operations, resolving day-to-day friction directly rather than escalating routine issues
• Serves as the client’s escalation point to sales and client success leaders at any point in the contract term, coordinating rapid internal response with RCM operations leadership
• Establishes a trusted advisor relationship with client leadership

• Ensures discovery and implementation outputs are complete, reducing downstream rework for RCM operations teams.
• Monitors for performance drift or emerging risk…