Customer Success Manager

Summary

Join Neolytix as a Customer Success Manager and play a pivotal role in managing client relationships, enhancing service delivery, and driving customer satisfaction within the medical billing industry. You will work closely with delivery teams to ensure consistent value delivery, focusing on reducing revenue leakage and optimizing the revenue cycle. This role demands strong analytical skills to identify revenue cycle trends and implement improvement strategies. You will also be responsible for account management, upselling, and leveraging your healthcare industry expertise to provide clients with valuable insights and guidance. Excellent communication and problem-solving skills are essential for success in this client-facing position. Contribute to meaningful healthcare transformation by joining our team.

Requirements

• Bachelor’s degree in healthcare administration, business, or a related field
• 2+ years of experience in practice management, or revenue cycle management within the healthcare or medical billing industry
• Strong knowledge of medical billing software (EPIC, Advanced MD, eCW, Athena), CRM tools, and data analytics platforms
• Proven ability to analyze revenue cycle data, identify trends, and develop solutions to reduce revenue leakage
• Excellent communication, problem-solving, and client relationship management skills
• Detail-oriented, with strong organizational and time management abilities

Responsibilities

• Build and maintain strong, long-term relationships with healthcare provider clients
• Act as the primary point of contact for client inquiries, feedback, and issue resolution
• Conduct regular check-ins, gather feedback, and ensure proactive engagement with clients to foster loyalty and satisfaction
• Analyze revenue cycle trends and performance data to identify areas of revenue leakage and opportunities for improvement
• Partner with Delivery teams and clients to implement strategies that enhance revenue cycle performance, reduce revenue leakage, and improve financial outcomes
• Develop and present regular reports and insights to clients, highlighting performance metrics, achievements, and recommendations
• Identify and recommend additional services or product enhancements that align with client needs, expanding Neolytix’s footprint within the client’s organization
• Support upselling and cross-selling opportunities to maximize client value and revenue potential
• Leverage a deep understanding of Practice Management, Patient Access, Operations, medical billing, coding, claims processing, and compliance standards
• Stay updated on changes in healthcare regulations, payer requirements, and industry trends to provide clients with relevant insights and guidance
• Communicate clearly and effectively with clients, translating complex billing and revenue cycle concepts into understandable terms
• Show empathy and responsiveness in addressing client concerns and navigating high-stress situations, particularly around claims denials or reimbursement delays
• Resolve conflicts and manage client expectations with a solutions-oriented approach
• Collaborate closely with Delivery and internal teams to ensure client objectives are met and service quality is maintained
• Identify opportunities for process improvements within client workflows, working with internal teams to implement changes
• Prioritize and manage multiple client accounts, ensuring timely and effective service delivery across all engagements