Account Manager

Position Title: Account Manager(RCM)

Location:

Department:

About the Role:

Key Responsibilities Client Relationship Management

• Serve as the primary point of contact for assigned client accounts.
• Build and maintain strong relationships with client stakeholders, executives, and decision-makers.
• Understand client business objectives, operational challenges, and strategic priorities.
• Drive customer satisfaction through proactive engagement, regular communication, and effective issue resolution.
• Develop trusted advisor relationships to strengthen long-term partnerships.

Account Governance & Stakeholder Management

• Lead client governance meetings, operational reviews, and Quarterly Business Reviews (QBRs).
• Present account performance, key achievements, action plans, and business insights to client stakeholders.
• Ensure alignment between client expectations and operational delivery.
• Collaborate with internal leaders across Operations, Quality, Training, Technology, and Finance teams to meet client objectives.

Service Delivery Oversight

• Monitor overall account health and service performance.
• Ensure contractual commitments, service level agreements (SLAs), and client expectations are consistently met.
• Identify operational risks and work with internal teams to implement mitigation plans.
• Support continuous improvement initiatives to enhance service quality and efficiency.

Escalation Management

• Act as the primary escalation point for client concerns and service-related issues.
• Coordinate cross-functional teams to drive timely resolution.
• Conduct root cause analysis and facilitate corrective and preventive action plans.
• Ensure effective communication throughout the issue resolution process.

Business Growth & Retention

• Drive client retention through exceptional relationship management and service excellence.
• Identify opportunities for business expansion and additional service offerings.
• Support account growth initiatives, contract renewals, and strategic business discussions.
• Partner with leadership teams to maximize account value and long-term profitability.

Reporting & Analytics

• Prepare and present operational and business performance reports.
• Analyze key account metrics and identify trends, opportunities, and areas for improvement.
• Maintain governance documentation, action trackers, and client communication records.

Experience

• 8-12 years of experience in Healthcare Revenue Cycle Management (RCM).

• Minimum

  3 years of experience in Client Relationship Management, Account Management, or Client Services roles.

• Experience working with US healthcare providers, physician groups, hospitals, or healthcare management organizations.
• Strong understanding of end-to-end RCM operations including AR Follow-up, Denials Management, Eligibility Verification, Prior Authorization, Payment Posting, Cash Posting, and Intake processes.

Required CompetenciesFunctional Skills

• Client Relationship Management
• Strategic Account Management
• Healthcare Revenue Cycle Management
• Client Governance
• Service Delivery Management
• Escalation Management
• Stakeholder Engagement
• Business Review Management
• Performance Reporting & Analytics

Leadership Skills

• Executive Presence
• Relationship Building
• Strategic Thinking
• Negotiation & Influencing
• Conflict Resolution
• Decision Making
• Problem Solving

Key Performance Indicators (KPIs)

• Client Satisfaction (CSAT)
• Client Retention Rate
• SLA Achievement
• Escalation Resolution Effectiveness
• Quarterly Business Review Effectiveness
• Stakeholder Feedback
• Account Growth and Expansion
• Revenue and Profitability Achievement

Ideal Candidate Profile