Client Success Manager

Job Description

Job Description

Description:

Job Title : Client Success Manager – Release of Information (ROI)

Department : Client Services

Location: [Remote/On-site Hybrid, with Travel as Needed Within Central Alabama]

Reports To : Area Vice President-SouthEast

Position Summary :

As a Client Success Manager (CSM) at VRC, you will be responsible for managing and nurturing relationships with healthcare facility clients that outsource their Release of Information (ROI) operations to us. You will serve as the client’s trusted advisor and internal advocate, ensuring smooth service delivery, issue resolution, compliance with HIPAA, and overall client satisfaction and retention.

Key Responsibilities:

Client Relationship Management

· Act as the main point of contact for assigned healthcare clients (e.g., hospitals, clinics, physician groups).

· Develop strong client relationships through regular check-ins, performance reviews, and strategic conversations.

· Understand each client’s operational goals and tailor ROI service strategies to meet them.

· Service Oversight & Quality Assurance

· Monitor day-to-day ROI operations at client sites or remote teams to ensure service meets contractual obligations, SLAs, and regulatory compliance.

· Collaborate with operations, compliance, and technical teams to troubleshoot issues and ensure timely, accurate release of records.

· Conduct regular audits and quality reviews in partnership with HIM leaders and site staff.

Issue Resolution & Escalation

· Proactively identify potential service issues and address them before they escalate.

· Serve as the escalation point for client concerns, working cross-functionally to investigate and resolve problems quickly and effectively.

Client Onboarding & Implementation

· Lead the onboarding process for new client accounts, ensuring a smooth transition of ROI responsibilities from in-house to vendor-managed service.

· Provide education and training on policies, procedures, and technology platforms.

Data Analysis & Reporting

· Provide meaningful insights through monthly or quarterly client reports on ROI volumes, turnaround times, compliance metrics, and service quality.

· Identify trends, inefficiencies, and opportunities for service improvement or cost reduction.

Retention & Growth

· Maintain high levels of client satisfaction and drive long-term retention.

· Identify opportunities for account growth through service expansion or additional offerings (e.g., audit support, legal ROI, e-delivery).

· Support renewal processes and contract updates.

Interviewing, Hiring, Onboarding & Training

· Lead the full recruitment process, including interviewing and hiring qualified candidates to meet staffing needs.

· Implement effective onboarding programs to integrate new employees smoothly into the organization.

· Deliver comprehensive training on company policies, procedures, systems, and job-specific skills.

· Ensure new hires understand their roles, responsibilities, and performance expectations.

· Provide ongoing coaching and support to new employees to enhance their development and retention.

· Maintain accurate records of hiring activities, onboarding progress, and training completion.

· Collaborate with direct manager to identify staffing needs and align hiring strategies.

· Support a positive employee experience through clear communication and timely assistance during the onboarding and training process

Qualifications:

· Bachelor’s degree in Health Information Management, Business Administration, or a related field (or equivalent experience).

· 3+ years of experience in client-facing roles within ROI, HIM, or healthcare services.

· Deep understanding of HIPAA, HITECH, and federal/state regulations around ROI.

· Strong communication, relationship-building, and problem-solving skills.

· Experience managing multiple accounts or client sites concurrently.

· Proficiency in EMR systems (Epic, Cerner, Meditech, etc.) and ROI platforms is highly preferred.

· RHIT or RHIA is required.

Additional Requirements :

· Travel within the central Alabama area to client sites as needed.

· Ability to work in a fast-paced environment with shifting priorities.

· High level of professionalism, confidentiality, and customer service orientation.