Rhythm

Senior Manager, Customer and Client Experience

Rhythm

full-time

Posted on:

Location Type: Remote

Location: Maryland • United States

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Salary

💰 $110,000 - $125,000 per year

Job Level

Senior

About the role

  • Own day-to-day operations for Patient Support and Client Success teams, including contact center activities, EHR-based workflows, and administrative support functions.
  • Ensure consistent, high-quality execution across inbound and outbound patient engagement (connectivity support, no-shows, billing inquiries, and follow-ups).
  • Oversee client-facing operational workflows, including report uploads, encounter support, and other EHR-based tasks performed within client systems.
  • Serve as the primary escalation point for complex operational issues impacting patients, clients, or internal stakeholders.
  • Lead the Workforce Planning team to ensure proper staffing for client support and patient support teams.
  • Manage workload balancing and scalability for operational efficiency.
  • Execute a multi-channel strategy for patient engagement and client support engagement.
  • Monitor results to identify performance improvement opportunities.
  • Communicate key messages effectively to inform team members of process changes.
  • Develop and implement key performance indicators across department, teams and individuals.
  • Provide regular feedback to leadership on performance wins and areas for improvement across the department and respective teams.
  • Standardize operational procedures and ensure consistency across teams in execution.
  • Identify operational bottlenecks, root causes, and failure points; drive continuous improvement through process redesign and automation where appropriate.
  • Measure success by the organization's ability to provide high-quality services and meet operational goals.
  • Partner with Clinical, Product, Client Success, and Engineering teams to ensure operational processes are tightly integrated with clinical care delivery and client expectations.

Requirements

  • 7+ years of related experience.
  • 3+ years of demonstrated experience leading and managing teams.
  • Previous contact center workforce management or customer service administration leadership experience.
  • Prior experience in healthcare operations, digital health, or healthcare-adjacent services a plus.
  • Experience in attracting, selecting, developing, and motivating team members.
  • Demonstrated ability to translate strategy into efficient processes that scale.
  • Strong leadership, delegation, and mentorship competencies.
  • Proven ability to independently solve complex operational issues.
  • Experience in workforce management, including scheduling, resource allocation, and productivity optimization.
  • Excellent communication and coaching skills.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
EHR-based workflowsworkforce managementresource allocationproductivity optimizationperformance improvementprocess redesignautomationkey performance indicatorsmulti-channel strategyoperational efficiency
Soft skills
leadershipdelegationmentorshipcommunicationcoachingproblem-solvingteam developmentworkload balancingfeedback provisioncontinuous improvement