Director, Client Success

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

📋 Description

• Supervise and ensure that Managers in Client Success cultivate and maintain robust, long-lasting client relationships.

• Make certain that relevant operational and business services departments stay aligned with client needs.

• Track and evaluate CRM performance and activity for designated clients, escalating any issues and concerns as necessary.

• Assess client performance and guarantee adherence to Client Success standards.

• Utilize KPI tools and analytics to manage, report, and provide insights into both internal and external client performance and health.

• Guide assigned Managers in Client Success in handling clients to meet or surpass expectations.

• Establish and ensure that regular in-person meetings with clients and CRM take place.

• Proactively review client results to identify issues within the revenue cycle and overall client success.

• Collaborate with Operations, Business Services teams, and leadership to implement effective solutions.

• Ensure that client concerns are escalated and addressed promptly.

• Assist implementation teams and Client Success Managers with onboarding new clients and expansions.

• Ensure compliance with relevant healthcare and security regulations.

• Mentor and support the professional growth of assigned Client Success colleagues.

• Undertake special projects and other assigned responsibilities.

⛳️ Requirements

• High School Diploma or GED is required.

• A Bachelor’s Degree in business, healthcare management, or a related field is preferred.

• Minimum of five (5) years of experience in healthcare, revenue cycle management, or a related area.

• Basic understanding of medical billing and terminology.

• Capability to read, comprehend, and apply state and federal laws, regulations, and policies.

• Ability to communicate effectively with diverse personalities in a tactful, mature, and professional manner.

• Flexibility to work within a collaborative and fast-paced environment.

• Commitment to delivering exceptional service with meticulous attention to detail.

• Understanding and adherence to company policies and procedures.

• Demonstrated strong leadership and management skills to guide, motivate, and set expectations for team members.

• Proficient in developing and delivering presentations.

• Strong knowledge in Revenue Cycle Management (RCM), accounting, and/or finance.

• Excellent customer service and client-facing skills.

• Strong judgment and problem-solving abilities.

• Exceptional oral, written, and interpersonal communication skills.

• Strong time management, organizational, and decision-making capabilities.

• Proficient in Outlook and RCM software or equivalent workflow management tools.

🏝️ Benefits

• Performance-based incentive plan.

• Discretionary incentive bonus.

• Referral bonus.

• Reasonable accommodations for qualified individuals with disabilities.