Customer Success Manager

Summary

Join Infinx, a fast-growing technology company, as a Customer Success Manager supporting a high-volume Radiology Specialty RCM project. You will serve as the strategic link between U.S.-based clients and global delivery teams, prioritizing service excellence and performance optimization. Leveraging your RCM expertise, particularly in payment posting, credit balance resolution, and Accounts Receivables, you will ensure client satisfaction and proactive issue resolution. Proficiency in Imagine Billing System is crucial for monitoring, auditing, and resolving system gaps. This role demands strong communication, operational acumen, and the ability to manage client expectations. You will lead regular business review meetings and collaborate with internal and offshore teams to drive improvements and maintain high service quality. Infinx offers a remote work environment and a comprehensive benefits package.

Requirements

• Bachelor’s degree in Healthcare Administration, Business, Finance, or a related discipline
• Experience presenting data and operational insights to executive stakeholders and external clients
• Excellent written and verbal communication skills, with the ability to manage client expectations and navigate escalations professionally
• Proficient in Excel, operational reporting, and performance analytics
• Strong knowledge of 835/837 transaction sets and the ability to interpret and reconcile remittance data
• Demonstrated ability to work cross-functionally with offshore teams to drive execution and maintain high service quality
• 5+ years of RCM experience, with a strong focus on payment posting, credit balances, and client operations

Responsibilities

• Serve as the primary client-facing liaison, ensuring alignment between client needs and offshore service delivery
• Contribute to continuous improvement initiatives focused on automation, workflow optimization, and client satisfaction
• Ensure full compliance with HIPAA guidelines and internal data security protocols
• Document and escalate operational risks, gaps in service, and client feedback using a defined escalation matrix
• Track SLAs, KPIs, and performance benchmarks using structured governance models and productivity tracking tools
• Coordinate with internal stakeholders (system admins, QA, training, operations) to drive issue resolution and service enhancements
• Own and manage the credit balance workflow, including resolution of unapplied/overpaid accounts and audit compliance
• Collaborate with offshore teams to ensure accurate and timely posting of payments, adjustments, and refunds in accordance with SOPs and payer-specific guidelines
• Lead weekly, monthly, and quarterly business review (QBR) meetings to communicate performance metrics, highlight trends, and recommend improvements
• Leverage the Imagine system to proactively monitor workflows, identify operational gaps, and work with process owners to implement corrective actions

Preferred Qualifications

• Exposure to Radiology specialty RCM workflows and payer environments (Medicare, Medicaid, Commercial, WC, etc.)
• Experience supporting or leading governance models in a BPO or outsourcing environment
• Prior involvement in Imagine system troubleshooting, reconciliation, or system administration tasks
• Strong organizational skills with an eye for continuous process improvement and client satisfaction

Benefits

• Access to a 401(k) Retirement Savings Plan
• Comprehensive Medical, Dental, and Vision Coverage
• Paid Time Off
• Paid Holidays
• Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services