Ambulatory Customer Success Manager - Revenue Cycle Management

IN SUMMARY...

As a Customer Success Manager (CSM) specializing in Revenue Cycle Management (RCM), you will play a pivotal role in ensuring the success and satisfaction of our customers. You will serve as the primary point of contact for our RCM customers, managing their accounts, driving engagement, and delivering top-notch service. Where needed, you will serve as a direct line from our customers to our RCM team. The position will focus on increasing customer satisfaction, reducing churn, strengthening brand loyalty, and leveraging the customer relationship for referral opportunities through outreach and advocacy.

WHAT YOU WILL DO...

• Engage in activities designed to increase customer advocacy, product adoption, satisfaction and referrals of assigned customers.
• Build and maintain strong, long-lasting relationships with customers, becoming their trusted advisor and advocate within Azalea Health.
• Build relationships with key customer stakeholders and executive sponsors.
• Manage communications with assigned customers and maintain regular meeting cadence and scheduled touchpoints.
• Generate and perform business reviews and onsite "optimization" visits with customers.
• Identify at risk customers and potential issues in advance to mitigate churn and lost revenue.
• Maintain an accurate Customer Scorecard. Monitor account health for assigned customers by continuously monitoring key performance indicators (KPIs) including financial and RCM operational metrics for customers.
• RCM
  • Identify areas for improvement and recommend strategies to optimize revenue cycles.
  • Assist in proactively detecting aberrant trends and work with internal RCM leaders and/or the customer to quickly resolve.
  • Quickly address escalated billing issues by working closely with the A/R Specialists, Supervisors and Managers.
  • Provide Month End Financial Reports to assigned Members either by meeting or reporting dashboards.
  • Provide training and education to customers on our RCM solutions, helping them maximize the value of our services.
  • Participate in the onboarding process for new customers.
• Develop sufficient product knowledge to demonstrate billing expertise to our customers.
• Maintains an excellent knowledge of our software products and services; and can perform demonstrations of all Azalea products and services to customers as needed.
• Address all customer concerns, inquiries, and issues promptly and effectively, collaborating with internal teams when necessary to find solutions and increase customer satisfaction.
• Own the creation and communication of effective corrective action / risk plans.
• Work with the Account Management and Sales teams to renew customer contracts and identify opportunities for upselling additional services and/or solutions.
• Use creative problem-solving skills to meet customer needs.
• Excel at building relationships by phone, email, and in-person.
• Complete all special projects and other duties as assigned by management.
• Up to 20% travel

BACKGROUND AND SKILLS YOU WILL BRING...

• Bachelor's degree in Healthcare Management, Business Administration, or a related field.
• Proven experience (3+ years) in customer success, account management, or a similar role, preferably in the healthcare or RCM industry.
• Deep understanding of RCM processes and healthcare billing.
• Strong analytical skills with the ability to interpret data and trends.
• Experience with clinical and quality measure workflows.
• Excellent interpersonal and communication skills
• Strong organizational and project management abilities.
• Ability to work independently and as part of a collaborative team.
• Background with customer relationship management (CRM) systems preferred.

SUCCESS LOOKS LIKE...

• Being aggressive and taking initiative; we trust you to move the needle forward
• Doing the job; outcomes are just as important as strategy
• Being adaptable and amenable to meet the changes of a dynamic and evolving industry
• Demonstrating humility; partnership and collaboration is who we are and how we operate
• Tapping into your innovative side; conventional is not always correct

HOW WE INVEST IN YOU...

• Competitive and comprehensive benefits: Coverage options to support the whole person, including full medical, dental, vision, and life insurance
  • Generous employer sponsored subsidy towards employee's medical insurance premiums
  • Azalea Health covers 100% of the premiums for Life AD&D and Long-Term Disability for all eligible full-time employees
• Balance and flexibility: Simple Paid Time Off (PTO) options. You earn your time, use it as you choose.
• Economic opportunity: Competitive total rewards package that offers competitive pay and advancement opportunities

Azalea Health's EEO Statement

Azalea Health is an Equal Opportunity Employer committed to creating a diverse and inclusive workforce where our employees excel based on merit, qualifications, knowledge, ability, and job performance. We embrace and encourage our employees' differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and any other characteristics protected by federal, state, and local laws that make our employees unique.