Client Success Manager

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

Department: Client Services

Location: (On-site with Travel as Needed Within Central Alabama)

Reports To: Area Vice President-SouthEast

***Requires: RHIA/RHIT Credentials***

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. RHIT or RHIA is required.

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