Strategic Client Manager

Job description

The Strategic Client Manager (SCM) will lead executive relationships for top enterprise clients, with deep expertise in revenue cycle management services and accountability for value realization across the broader TruBridge portfolio, including the EHR and third-party solutions. The SCM will use revenue cycle leadership experience to improve operational and financial performance while advancing EHR adoption, solution integration, and overall client outcomes. This role owns client-specific success and recovery plans, drives measurable improvements across the revenue cycle and broader solution portfolio, coordinates cross-functional execution, manages escalations and risk, supports retention and growth, and ensures clients can demonstrate value from the TruBridge partnership. Key Responsibilities: Develop and implement client success plans with defined retention, satisfaction, risk-reduction, and growth objectives. Maintain in-depth knowledge of each client’s organization and healthcare environment to strengthen strategic relationships and advance documented client outcomes. Measure client satisfaction and engagement through structured feedback, executive conversations, solution adoption, service performance, and relationship indicators. Create and maintain value realization reporting that demonstrates client ROI, supports executive business reviews, identifies satisfaction or adoption gaps, strengthens renewal decisions, and informs responsible growth opportunities. Align qualified clients with the TruBridge reference program. Own executive-level performance reviews with client financial and operational leaders, translating revenue cycle data into prioritized actions that improve cash collections, accounts receivable performance, denial outcomes, billing effectiveness, and overall financial health. Lead cross-functional TruBridge Financial Health teams and subject matter experts in diagnosing client performance challenges, establishing corrective action plans, assigning clear ownership, removing barriers, and holding internal and client stakeholders accountable for timely execution and measurable results. These goals and objectives are not to be construed as a complete statement of all duties performed; employees will be required to work dynamically within a team structure and perform other job-related duties as required. Goals and objectives are subject to change. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA, and other regulations, as appropriate. Essential Functions: In addition to working as prescribed in our performance factors specific responsibilities of this role include: Proven ability to build and maintain complex client relationships, including strategic partnerships with C-suite leaders and stakeholders across client organizations. Deep understanding of end-to-end healthcare revenue cycle operations, including patient access, charge capture, coding, billing, claims management, denials, accounts receivable, cash collections, underpayments, write-offs, and payer or contractual performance. Excellent communication and collaboration skills. Experience in managing operational processes and driving growth strategies. Ability to manage and prioritize multiple client priorities, focusing on common results. Highly organized and efficient in time management. Connected to all life cycles of client relationships, including sales, implementation, and support. Develop and establish best practices for client profitability management, including invoicing, accounts receivable, cash collections, write-off processes, and contractual interactions. Serve as the executive escalation point for material RCM service and performance issues, rapidly assess business impact, mobilize the appropriate operational leaders and subject matter experts, establish recovery milestones, and communicate progress through resolution. Own the client relationship and overall execution for assigned clients, with direct accountability for retention, renewal readiness, client satisfaction, risk reduction, and responsible growth. Maintain a disciplined client risk management process using service, financial, operational, relationship, and contractual indicators; identify emerging risks early; quantify retention and financial exposure; establish mitigation plans with accountable owners and deadlines; and escalate unresolved risks through measurable resolution. Identify and qualify expansion opportunities, including appropriate upsell or cross-sell options, based on client priorities, adoption, performance, and demonstrated value; partner with sales to reach mutually beneficial agreements that protect trust, retention, and long-term growth. Team-oriented, focusing on constructive feedback, process improvement, and developing best practices. Minimum Requirements: Education/Experience/Certification Requirements Bachelor’s degree in business administration, Healthcare Management, or a related field (preferred). Demonstrated experience improving healthcare revenue cycle performance, with working knowledge of key measures such as cash collections, accounts receivable aging, denial performance, billing quality, and payer or contractual outcomes. Proven success improving client satisfaction, protecting renewals, reducing preventable attrition, and recovering at-risk client relationships. Demonstrated ability to identify emerging client issues, establish clear resolution plans, maintain accountability across stakeholders, and follow through until risk is mitigated and the client confirms an acceptable outcome. Ability to work independently and collaborate effectively, engaging the appropriate subject matter experts to resolve client needs and achieve shared outcomes. Strong relationship-building skills, with the ability to listen and connect the dots for client benefit. Experience advising and influencing hospital CFOs, revenue cycle executives, and operational leaders on performance gaps, competing priorities, recovery plans, and financial outcomes. Demonstrated ability to analyze revenue cycle performance trends, identify root causes of underperformance, quantify financial impact, and present clear recommendations and accountable recovery plans to client and internal leaders. At least 7 years of healthcare revenue cycle experience, including at least 3 years leading client-facing RCM services, operations, performance improvement, or complex account recovery initiatives. Preferred Qualifications: Experience in strategic account management, healthcare technology, or health information systems that complements the required healthcare revenue cycle leadership background. Individual Contributor