Manager, Client Delivery

About the Role

Impact you will make

Summary
Manager, Client Delivery oversees the Client Delivery team which leads execution of Government Reimbursement projects for existing, steady-state clients-spanning Cost Report and Revenue Opportunity product families (e.g., Medicare Bad Debt, DSH/S10, UCA, Transfer DRG, IME/GME). Our deliveries must be compliant, timely outcomes coupled with outstanding client experience - backed by a truly consultative approach. The following is a focus of the role: ensure contract scope, create structured project plans, coordinate crossfunctional teams (PMO, Data Services, Production, Audit, Sales & CSMs and Product), and drive proactive communication, milestone management, and risk mitigation. The role develops a highperforming team, standardizes delivery processes and KPIs, drives operational excellence and superior client experience, and safeguards both revenue realization for clients and longterm relationships for FinThrive.

What you will do

Client Delivery Leadership

• Ensure proper assignment of client accounts to Client Delivery team
• Continuously evaluate team capacity and implement the necessary adjustments to maintain high performance and balanced workload
• Own delivery for assigned CR and ROM engagements, ensuring deliveries are of top quality, on-time and that client expectations are met.
• Develop and maintain structured project plans, timelines, and risk mitigation strategies.
• Serve as the primary escalation point for delivery issues and resolution.
• Coordinate with seller, Client Success Manager (CSM) and SLT leader on escalations and hold those parties accountable
• Determine when a client should be categorized as "on hold" and/or "at-risk"

Client Engagement & Communication

• Conduct regular scheduled meetings with CR and ROM clients to review progress, address concerns, and align on priorities.
• Provide standard reports/presentations to clients highlighting our value and directly indicating where client assistance is required
• Partner with Client Success Managers (CSMs) to identify termination opportunities and ensure proactive retention strategies.
• Review invoices with clients for accuracy and transparency.
• Allow the client to view us as their trusted advisor by ensuring a consultative lens with each action
• Align with PMO Project Manager from the onboarding team to ensure proactive discussion and client alignment prior to contract execution to allow for smooth transition into steady state
• Manage assigned client deliveries

Operational Excellence & Efficiency

• Identify and spearhead efficiency initiatives to streamline processes, reduce cycle time, and improve quality.
• Standardize delivery workflows, KPIs, and reporting across engagements.
• Create and use KPIs to monitor performance of the team and make adjustments as needed
• Collaborate with PMO Project Managers to ensure smooth handoff from onboarding to Client Delivery.

Team Development & Collaboration

• Lead and mentor Client Delivery team members, fostering a culture of accountability and continuous improvement.
• Work with product to drive improvements and efficiencies required to optimize team operations

General

• Performs other related duties as assigned

What you will bring

Core Competencies

• Leadership & People Development: Ability to inspire, coach, and build high-performing teams.
• Client-Centric Mindset: Strong focus on client satisfaction and relationship management.
• Strategic Thinking: Ability to anticipate challenges, identify opportunities, and implement solutions.
• Operational Excellence: Skilled in process improvement, efficiency initiatives, and KPI management.
• Collaboration & Influence: Effective at working across departments and influencing stakeholders without direct authority.
• Communication & Negotiation: Clear, persuasive communicator with strong presentation and facilitation skills.
• Regulatory Knowledge: Deep understanding of CMS guidelines and healthcare reimbursement methodologies.

Qualifications

• Bachelor's degree in Healthcare Administration, Business, or related field; advanced degree preferred.
• 5+ years of experience in healthcare reimbursement, revenue cycle, or client delivery leadership.
• Strong project management skills
• Strong knowledge of Medicare/Medicaid reimbursement methodologies and CMS regulations.
• Proven ability to manage complex projects and lead cross-functional teams.
• Excellent communication, negotiation, and client relationship skills.
• Proficiency in project management tools and Microsoft Office Suite.
• Demonstrated interpersonal skills, teamwork and collaboration
• Self-starter and independent thinker with the aptitude to work autonomously
• Excellent written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
• Display excellent problem-solving skills with all levels of internal and external clients