RCM Customer Success Specialist

ModMed is hiring a driven RCM Customer Success Specialist to join our positive, passionate, and high-performing RCM (aka BOOST) Team. In this client-facing role, you'll be responsible for managing the client relationship, revenue cycle activities and performance of your assigned medical practices to ensure a successful client experience. The RCM Customer Success Specialist collaborates with our internal RCM operations team and global partners to ensure the achievement of our clients' RCM key performance indicators (KPIs) and goals. This is an exciting opportunity within a fast-paced Healthcare IT company that is truly Modernizing Medicine!

Your Role:

Client Relationship Management:

• Serve as the primary point of contact for medical practice clients.
• Develop and maintain strong client relationships to understand their unique RCM needs and challenges.
• Provide a high-level of value and customer service to both our client practices and their patients by identifying and efficiently resolving insurance and other billing-related issues.
• Establish, implement and manage Practice Performance Plans that identify, quantify and resolve issues that are impacting service levels and/or delivery of contractual obligations, as needed.
• Conduct routine client meetings to review business metrics, progress, and other proactive topics to ensure high quality delivery of contracted services.

RCM Operations Oversight:

• Manage and monitor the end-to-end RCM process for assigned clients.
• Collaborate with internal RCM operations team to ensure seamless service delivery.
• Conduct regular audits and assessments to identify areas for improvement and optimization.
• Review and analyze customer accounts; identify trends and issues, recommend and implement solutions and see through to a successful resolution.

KPI Monitoring and Reporting:

• Leverage deep knowledge and understanding of clients’ key practice revenue performance metrics to drive SLA achievements, consult and advise our clients on a monthly basis.
• Prepare and deliver regular performance reports to clients, highlighting achievements and recommending improvements.
• Ensure Client Key Performance Indicator benchmarks are met.

Collaboration with RCM Operations & Global Partners:

• Work closely with global partners to coordinate and optimize RCM processes and improve overall client metrics.
• Identify opportunities for collaboration and efficiency gains with partners.

Issue Resolution:

• Address and resolve client issues in a timely and effective manner.
• Manage and escalate complex issues to the appropriate internal teams or global partners for resolution.

Continuous Improvement & Additional Duties:

• Maintain knowledge on current healthcare industry and specialty related changes
• Keep abreast with ModMed software enhancements and releases
• Promote collaborative relationships with operational leadership and on and offshore partners
• Participate in sales calls as needed to demonstrate depth of domain expertise
• Perform additional projects and job duties as assigned

Skills & Requirements:

• Bachelor's Degree preferred
• 3+ years of related experience and/or training or equivalent combination of education and experience; Dermatology experience highly preferred
• Proven experience in an RCM client-facing role
• Strong analytical and problem solving skills required
• Exceptional written, verbal and interpersonal communication skills required
• Excellent client-facing and presentation skills
• Extensive knowledge of medical billing/coding, front-office, physician practice management and healthcare business processes
• Advanced Excel skills such as the ability to use formulas to analyze data, create tables and pivot tables, formatting and conditional formatting
• Ability to manage and integrate information located in multiple software systems
• Strong understanding of various insurance carriers, including Medicare, private HMOs, and PPOs
• Professional demeanor required

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