Client Success Manager

Summary

Join Encoda as a Client Success Manager and become a trusted advisor to our clients, leveraging your RCM product and industry expertise to solve critical business challenges. Maintain and expand client relationships, optimizing their revenue and developing value-adds. Provide guidance on denials, payor regulations, and identify trends impacting client financial health. Respond promptly to client needs, solicit feedback, and advocate for clients internally and externally. Manage and track KPIs in the billing process, strengthen client relationships, and use data to provide actionable insights. Focus on increasing Net Promoter Scores (NPS) and client retention. This role requires strong analytical skills, experience in leading revenue cycles, and the ability to influence outcomes with multiple executives across different organizations.

Requirements

• 5+ years of Physician Practice administration including responsibility for the Revenue cycle within the Practice
• Advanced working knowledge of Physician Practice Management Systems: Athena, Nextech, Nextgen, Greenway, and Advanced MD are preferred
• OR 5+ years of experience in Customer Success, including Healthcare practice management system implementation and/or or fluency in various Physician Practice Management systems including an advanced knowledge of healthcare data and analytics
• High degree of fluency in all Microsoft Office applications
• Thorough knowledge of RCM in various healthcare settings
• Strong analytical skills operating within a framework that utilizes well defined metrics and KPI’s
• Proven ability to engage, collaborate, and influence outcomes with multiple executives (decision makers and influencers) across different organizations
• Willingness to travel as needed

Responsibilities

• Drive accountability for delivering the end-to-end client experience from sales to post go-live adoption in order to achieve a long-term and value-added relationship
• Maintain and expand the relationships with Encoda’s clients while supporting the optimization of their revenue and developing value-adds, contributing to a strategic and successful client relationship
• Provide input and guidance based on level of expertise of subject matter to clients related to denials, payor regulations and guidelines, etc
• Identify trends impacting the financial health of the client (both positive and negative) and communicate back to the customer what caused the trend
• Respond promptly to client needs in coordination with our client support teams, solicit feedback to improve service, respond to requests for assistance, and meet all client commitments
• Advocate for our clients internally and serve as an ambassador externally
• Manage and track KPI’s in the billing process for clients by working with internal counterparts
• Strengthen relationships and build advocacy with clients while delivering measurable results
• Effectively use data to provide actionable insights resulting in client success stories of value outcomes serving as inputs into client advocacy and reference programs
• Focuses on increasing Net Promotor Scores (NPS) and client retention

Preferred Qualifications

• Bachelor’s degree preferred
• Experience in leading Revenue Cycle with a Physician Practice preferred

Benefits

• Competitive compensation
• Comprehensive benefit package, including medical, dental, vision, disability, and life insurance
• Matching 401k plan and FSA options
• Front-loaded Paid Time Off (PTO) and 10 company-observed holidays
• Cohesive and engaging remote work culture allowing a healthy work-life balance