Client Relationship Manager (RCM Services)

About the company

Founded in 1983 and headquartered in Chandler, AZ, the company is a leading AI-powered EMR and practice management platform built specifically for physical, occupational, speech therapy, and ABA organizations. Powering millions of patient visits across thousands of locations, our award-winning, all-in-one software connects clinical, billing, and operational workflows—reducing administrative complexity and empowering therapy providers to scale with confidence and deliver superior patient care.

CLIENT RELATIONSHIP MANAGER - RCM SERVICES

Remote U.S. (designated states)

Department: RCM

The Client Relationship Manager (RCM Services) role includes managing customer satisfaction for the company' RCM Division customer base. This position encompasses all aspects of customer contact and facilitates relations between the client practice and the company. They serve as the main point of contact for clients, ensure client retention and satisfaction with the company's Revenue Cycle Management services, and help manage customer expectations regarding medical billing, claim processing, and practice revenue goals.

Duties and Responsibilities

• Responsibilities include the exercise of financial discretion and financial independent judgment with respect to matters of financial significance, including the evaluation of key RCM performance metrics, claim denial trends, and practice accounts receivable (A/R) health. The exercise of discretion and independent judgment involves the comparison and evaluation of possible courses of conduct, and acting or making a decision after the various possibilities have been considered relative to the financial importance or consequence of the client's revenue cycle.

• Customer contact in handling an RCM question, billing inquiry, or workflow problem, keeping the customer updated with timely and frequent information about progress towards resolving the issue.

• Facilitate a resolution by bringing together the appropriate the company staff members (such as RCM specialists, billing managers, and technical support). Implement a procedure that ensures the underlying revenue cycle problem does not occur again.

• Continue to maintain assigned RCM clients by providing the best possible healthcare billing and account management service.

• First line support on the phone, answering 90% of all inbound customer support calls regarding the company RCM services and platform usage.

• Visit the company RCM customers that would benefit / appreciate a site visit (with the aim of improving customer relations, revenue cycle service, and improving the image of the company to healthcare practices).

• Build customer trust by following through with RCM deliverables and promises, presenting the company in a positive light.

• Look at and assist the customer journey through the company, from RCM onboarding and billing setup to ongoing revenue management, from start to finish.

• Suggest and implement changes to RCM processes that will positively affect the customer and improve the relationship we have with them.

• Attend Transition calls (all) for incoming RCM clients.

• Attend Kick off calls (some) for new the company implementations.

• Work with the RCM Department Supervisor to deal with billing complaints, claim escalations, and find solutions for customers’ RCM problems.

• Be available to assist Client Support Associates (CSAs) in customer relations issues and in contacting RCM customers – Help manage customer expectations regarding medical billing timelines and payer behavior.

• Attend training seminars, workshops, and healthcare billing conferences with the aim of staying up-to-date on regulatory changes, improving customer relations and service, and improving the image of the company to customers.

• Identify sales opportunities for current and potential RCM clients (such as additional the company software modules or enhanced billing services), and sell the product or service, or forward the information to a the company sales representative.

• Weekly call campaigns to contact RCM customers - minimum 2 scheduled times per week.

• Act as the main point of contact for clients and ensure retention and satisfaction with the company RCM Services in order to build long-lasting relationships.

• Act as primary contact for clients when handling billing issues or service problems and facilitate a resolution by bringing together the appropriate the company staff members.

• Quickly contact and establish relationships with new practice contacts when there is existing client turnover.

• Help manage the end of relationship process when existing clients notify the company they’re terminating their RCM agreement. Be prepared to address any client satisfaction problem identified.

Position Proficiencies and Requirements

• College BA or BS, Masters; Other certifications and/or related experience or equivalent combination of education and experience.

• Proven work experience in client relationship management with at least 5 years and /or training; or equivalent combination of education and experience, preferred in healthcare revenue cycle management (RCM) or medical billing.

• Excellent client-facing and internal communication skills.

• Excellent written and verbal communication skills.

• Solid organizational skills, including attention to detail and multitasking across multiple healthcare provider accounts.

• Skilled in using computer applications for payment posting, clearinghouse workflows, electronic claims processing, and an understanding of A/R follow-up.

• Team player being supportive of RCM Department and the company goals, policies, HIPAA compliance, and patient data security standards.

Competencies to Drive Success

• Well-developed verbal, listening, and phone communication skills for interacting with healthcare administration and billing staff.

• Good written communication skills with the ability to write routine business correspondence and formal RCM status reports.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals to analyze practice financial metrics, collection rates, and billing adjustments.

• Ability to define RCM problems, collect billing data, establish financial facts, and identify claim rejection or denial trends.

• Ability to exercise good judgment and escalate billing or technical issues appropriately within the company.

• Strong organizational skills and ability to execute manual detailed tasks related to practice account reviews.

• Strong customer service focus and commitment to healthcare client success.

• Ability to establish and maintain effective working relationships within the the company RCM team.

• Ability to work well with diverse personalities across clinical, administrative, and corporate settings.

• Tactful, mature, and flexible.

• Ability to work remotely. Strong video conferencing etiquette for virtual client meetings.

At the company, we’re not just shaping the future of therapy technology – we’re creating it. This is your chance to be part of something bigger, where your career will have game-changing, career-defining moments that propel you to new heights. We aim to be the best place for the best people, and we’re looking for ambitious, creative thinkers ready to make an impact. Whether you’re advancing AI solutions or enhancing user experiences, your work here will shape the future of therapy technology while advancing your career alongside dedicated professionals who are as committed to your success as you are. At the company, your ideas drive real change, your growth is limitless, and the work you do will touch millions of lives. Ready to ignite your career and leave a lasting legacy? Join us and be part of something extraordinary.

Our Core Values

We put our Clients First - We are Open and Honest - We are Disciplined, Yet Flexible

We love to Solve Problems - We are Committed to Greatness - We are a High Performance Team

U.S. Based Perks

Remote First

Paid Time Off/11 Paid Holidays/Year-End Holiday Break

Health, Dental, Vision, HSA/FSA,

401K with Company Match

Disability & Life Insurance

Employee Assistance Program

Paid Parental Leave

The company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.