Client Relationship Manager – RCM Services

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

📋 Description

• Oversee customer satisfaction for the RCM Division client base of Raintree Systems.

• Act as the primary liaison for clients, fostering relationships between client practices and Raintree Systems.

• Ensure client loyalty and satisfaction with Raintree's Revenue Cycle Management services.

• Manage client expectations related to medical billing, claim processing, and revenue objectives for practices.

• Assess RCM performance indicators, claim denial patterns, and the financial health of practice accounts receivable using sound judgment and financial discretion.

• Address RCM inquiries, billing questions, and workflow challenges while providing timely updates on progress.

• Collaborate with Raintree RCM specialists, billing managers, and technical support to resolve issues effectively.

• Establish procedures to mitigate recurring revenue cycle challenges.

• Maintain responsibility for assigned RCM clients through healthcare billing and account management services.

• Respond to 90% of incoming customer support calls regarding Raintree RCM services and platform utilization.

• Conduct visits to Raintree RCM clients when advantageous for customer relations and service enhancement.

• Assist in the customer journey from RCM onboarding and billing setup to ongoing revenue management.

• Propose and implement enhancements to RCM processes.

• Participate in transition calls for new RCM clients and selected kickoff calls for new implementations.

• Collaborate with the RCM Department Supervisor to address billing complaints, claim escalations, and customer solutions.

• Support Client Support Associates with customer relations and RCM customer engagement.

• Attend training seminars, workshops, and healthcare billing conferences.

• Identify potential sales opportunities for additional software modules or enhanced billing services, or refer these opportunities to the sales team.

• Conduct weekly call campaigns with RCM customers at least twice weekly.

• Build relationships with new practice contacts following client turnover.

• Aid in managing the process for terminating RCM clients and addressing satisfaction concerns.

⛳️ Requirements

• Bachelor's degree (BA or BS), Master's degree; additional certifications and/or relevant experience or a combination of education and experience.

• Minimum of 5 years of demonstrated experience in client relationship management and/or training; experience in healthcare revenue cycle management (RCM) or medical billing is preferred.

• Exceptional client-facing and internal communication abilities.

• Strong written and verbal communication skills.

• Well-organized with a keen attention to detail and the ability to handle multiple healthcare provider accounts simultaneously.

• Proficient in computer applications related to payment posting, clearinghouse workflows, electronic claims processing, and A/R follow-up.

• Supportive of the goals, policies, HIPAA compliance, and patient data security standards of the RCM Department and Raintree Systems.

• Developed verbal, listening, and phone communication skills.

• Capable of composing routine business correspondence and formal RCM status reports.

• Competent in performing arithmetic calculations involving whole numbers, common fractions, and decimals to analyze practice financial metrics, collection rates, and billing adjustments.

• Ability to define RCM issues, gather billing data, establish financial facts, and identify trends in claim rejections or denials.

• Capable of exercising sound judgment and appropriately escalating billing or technical issues.

• Strong organizational skills and the ability to conduct detailed practice account reviews.

• Committed to customer service and the success of healthcare clients.

• Ability to build and maintain effective working relationships within the Raintree RCM team.

• Ability to interact with diverse personalities across clinical, administrative, and corporate environments.

• Capable of working remotely and demonstrating strong video conferencing etiquette for virtual client meetings.

🏝️ Benefits

• Remote First

• Paid Time Off

• 11 Paid Holidays

• Year-End Holiday Break

• Health insurance

• Dental insurance

• Vision insurance

• HSA/FSA

• 401K with Company Match

• Disability Insurance

• Life Insurance

• Employee Assistance Program

• Paid Parental Leave

• Equal employment opportunity and anti-discrimination protections