Account Manager, Healthcare RCM

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of daily account management for a diverse range of healthcare accounts.

• Facilitate regular customer meetings while ensuring clarity on next steps, responsibilities, and follow-up actions.

• Establish trust with operational, technical, and daily customer stakeholders.

• Gain insights into customer Revenue Cycle Management (RCM) objectives, workflows, payer mix, operational limitations, escalation procedures, and success metrics.

• Assist with customer onboarding and implementation, customizing SuperDial workflows to align with client objectives and processes.

• Support customers in adopting AI voice agents for tasks such as eligibility checks, prior authorizations, claim status inquiries, credentialing, enrollment, payer follow-up, and denial management.

• Monitor bot performance, workflow efficiency, customer health, engagement levels, usage statistics, risks, and renewal milestones.

• Provide customer training and best practice recommendations.

• Link SuperDial's efforts to quantifiable results, including reduced manual tasks, enhanced throughput, expedited follow-ups, fewer escalations, and improved revenue cycle performance.

• Identify issues related to adoption, workflow compatibility, product performance, payer behavior, implementation, integration, and stakeholder alignment.

• Assist in developing action plans to mitigate customer risks prior to escalation.

• Collaborate with Sales and internal teams to ensure readiness for renewals and identify expansion opportunities.

• Serve as a liaison between customer stakeholders and internal teams, covering workflows, payer interactions, product behavior, call scripts, integrations, configuration, bot performance, edge cases, and operational impacts.

• Diagnose issues by examining workflow behavior, analyzing data or logs, and working closely with Product and Engineering teams.

• Document, prioritize, communicate, and resolve customer issues with Product, Engineering, Deployment Operations, Agent Operations, and Sales teams.

• Gather customer feedback, identify workflow challenges, adoption obstacles, payer-specific trends, and recurring product requirements.

• Maintain account plans, meeting notes, updates on customer health, documentation, and internal follow-ups.

• Contribute to the development of playbooks, templates, training materials, and standardized Account Management practices.

• Utilize data and customer insights to identify trends, risks, opportunities, and next steps across the account portfolio.

⛳️ Requirements

• A minimum of 3 years' experience in Customer Success, Account Management, Implementation, Solutions Consulting, or a similar customer-facing role within SaaS, healthcare technology, revenue cycle management, workflow automation, or a complex operational environment.

• Proficiency in healthcare workflows or a strong ability to quickly learn about healthcare revenue cycle operations, including claims, payer follow-up, eligibility and benefits, prior authorizations, denials, credentialing, enrollment, or related administrative processes.

• Solid technical aptitude and comfort in learning product behaviors, posing technical inquiries, and articulating technical concepts to non-technical audiences.

• Ability to collaborate with technical teams and discuss integrations, EHR/PM systems, payer portals, workflow configuration, product behaviors, data quality, logs, and issue resolution.

• An inquisitive nature about AI, automation, and voice agents.

• Exceptional communication skills with the ability to build rapport with operators, technical stakeholders, and everyday users.

• Organized and action-oriented, demonstrating strong follow-through and attention to detail.

• Analytical mindset, comfortable utilizing data to assess customer health, adoption, workflow performance, risks, and opportunities.

• Capability to address ambiguous problems and distill complexity into straightforward next steps.

• Commercial awareness of how adoption, trust, and measurable value influence retention and expansion.

• Proactive, humble, and adept at functioning within a fast-paced startup environment.

• Preferred experience in healthcare revenue cycle management, healthcare technology, AI-driven products, voice AI, workflow automation, implementation, integrations, or enterprise SaaS.

• Familiarity with RCM systems, EHR/EMR systems, practice management systems, payer portals, clearinghouses, CRM systems, customer health tools, ticketing systems, Looker, SQL, Python, APIs, or similar data and technical tools.

🏝️ Benefits

• Equity

• Comprehensive health benefits

• 401(k) plan

• 16 weeks of parental leave

• Additional benefits included in the total compensation package