Client Experience Manager

Job Description

Job Description

Description :

As a Client Experience Manager for UnisLink, you will be responsible for ensuring a positive and successful client experience that supports UnisLink’s vision to be the trusted partner of choice that 100% of our clients would recommend to a friend or colleague. You will serve as the primary owner of the client relationship and facilitate high-level contacts and decision-making to guide client success via a thorough understanding of client priorities and success metrics. Your role will also require you to develop long-term client relationships to ensure they remain successful and realize the full value of their partnership with UnisLink.

Key Responsibilities

• Serve as the primary owner of the client relationship and facilitator of high-level contacts and decision-making.
• Manage the overall performance and financial health for a portfolio of assigned accounts (book of business).
• Develop a deep understanding of the client’s practice, proactively and professionally communicating performance, trends, and best practices.
• Continuously assess client experience and satisfaction, identify opportunities for improvement and work with appropriate resources to implement change.
• Act as a subject matter expert for UnisLink Operations (including compliance, core processes, and UnisLink’s reporting and analytics platform).
• Assist clients in becoming expert users of UnisLink’s client facing technology.
• Coordinate and manage workflows that require client review and approval.
• Participate in the contract renewal process as the primary owner of the client relationship.
• Oversee tracking of all special client projects, including creation and development of remediation action plans when needed.
• Coordinate and facilitate weekly, monthly, and quarterly performance review, issue triage and communications with key clients and internal stakeholders.
• Maintain a high level of knowledge of the RCM industry as well as clients’ market environments.
• Take initiative to update job knowledge by participating in self-development or educational opportunities and / or the assignment of new responsibilities.
• Provide feedback and support to others involved with client-customer satisfaction.
• Establish a reputation as a trusted advisor, internally and externally.
• Follow UnisLink’s vision and mission with regards to exceeding customer expectations.
• Promote UnisLink’s core values of Respect, Integrity, Customer Focus, and Continuous Improvement
• Ensure confidentiality of sensitive information and that all communications are handled in a manner consistent with compliance policies and actively comply with all UnisLink policies and procedures.
• Other duties as assigned.

Qualifications :

Requirements :