Client Relationship Manager

About Medserv:

Medserv, an Irish company, has quickly established itself as the market leader in providing Medical billing and Practice management services throughout Ireland and the UK. Our clients include individual and group consultants, GP practices as well as private clinics and hospitals. Inspired by our values of Always innovating, Being Trustworthy, Collaborating positively and Delivering results, Medserv strives to ensure on-going client satisfaction by combining our innovative technology solutions with highly skilled teams.

Role Summary:

The Client Relationship Manager serves as the primary liaison between Medserv and its healthcare clients, ensuring strong relationships, high service quality, and continuous revenue cycle performance improvement. The role combines client management, operational coordination, and strategic advisory responsibilities to support retention and account growth.

This Role is a 12 month FTC to cover maternity leave.

Key Responsibilities:

Client Relationship Management

• Serve as the main point of contact for assigned healthcare clients. 

• Build and maintain strong, long-term partnerships with practice administrators, physicians, and financial stakeholders. 

• Conduct regular performance review meetings (monthly/quarterly business reviews). 

• Proactively address concerns and resolve escalations. 

Revenue Cycle Performance

• Monitor KPIs (clean claim rate, A/R days, net collections, denials, FPRR). 

• Analyse reports to identify revenue leakage and improvement opportunities. 

• Deliver tailored monthly performance reports (where appropriate). 

Operational Coordination

• Collaborate with ops teams - coding, billing, AR, IR, and compliance teams. 

• Ensure SLAs are met and client expectations are aligned. 

• Support onboarding and implementation of new clients. 

Strategic Advisory

• Educate clients on payer trends, reimbursement changes, and regulatory updates. 

• Support practice growth initiatives and provider onboarding. 
  

Client Retention & Growth

• Maintain high satisfaction and retention rates. 

• Identify upsell/cross‑sell opportunities. 

• Support contract renewals and long‑term planning.
  

Issue Resolution

• Investigate complaints raised by clients e.g billing discrepancies, payer issues, or performance declines. 

• Help with root cause analysis efforts. 

• Ensure timely and effective problem resolution with internal teams, and escalation where appropriate. 

Key Performance Indicators

• Client retention 

• Net revenue improvement 

• SLA compliance 

• Client satisfaction 

Required Skills & Experience:

• 3+ years in account management, ideally in healthcare/RCM. 

• Strong understanding of revenue cycle processes and payer guidelines. 

• Excellent communication, presentation, and analytical skills. 

• Experience leading teams and managing client-facing operations. 

• Familiarity with EHR/PM systems and billing platforms 

• Willingness to travel as needed. 

• Problem-solving and conflict resolution skills 

• Customer-focused mindset 

Compensation:

• Salary is circa £35,000 - £45,000 DOE
• This role is based in our Haywards Heath office with hybrid working options
• Private Medical
  
• Life Assurance
• Gym membership
• Maternity and Paternity leave
• Holiday Plus Scheme to purchase additional leave
  
• Dedicated EAP 
• Pension contribution
  
• Professional development opportunities
  
• Regular sports and social events
• Healthy food with comfortable on-site recreational facilities
• Access to tax incentive schemes i.e. commuter schemes and bike to work
• Maternity and Paternity leave (T&C's apply)
• Workcation options