Customer Success Manager

Sift Healthcare is hiring a Customer Success Manager with deep revenue cycle experience, specifically around payer reimbursement and denials.

The Customer Success Manager will report to Sift’s Director of Customer Success and will play a pivotal role in the delivery of Sift's revenue cycle management solutions. We are seeking a technically proficient CSM who can bridge the gap between our data science, engineering, operational teams and Sift’s clients to maximize value for clients.

As a CSM at Sift, you will own implementation and adoption of solutions and relationships between Sift and its clients. With your subject matter expertise in revenue cycle operations, you will participate in seamless sales to implementation handoffs, drive efficiency in product/solution delivery and ensure Sift’s clients are able to exceed their expected ROI positioning Sift to grow our client partnerships.

RESPONSIBILITIES

• Develop Strong Partnerships Internally and with Client Partners: Ensure client satisfaction through development of strong relationships with client counterparts. Own the definition, delivery, and demonstration of client success to exceed client expectations. Ensure internal alignment on client deliverable and timeline prioritization, risks, and opportunities.
• Monitor and Measure Success: Provide clients with KPI and insight reports based on your data analysis expertise. This includes the creation of reports and insights leading to performance improvement recommendations during our client partnerships to demonstrate Sift RCM product ROI. Understand client goals (individual and organizational) to inform value measures and definitions of success. Communicate value achievement consistently with internal and client executives.
• Deliver Value to Clients Utilizing Sift Products and Processes: Collaborate with internal teams and client counterparts to identify opportunities for client RCM improvement and value achievement using Sift solutions, aligning with client needs and business goals.
• Be the Voice of Customer for Product Development: Collaborate with Sift product owners and the development team to shape the product strategy and roadmap for Sift solutions, serving as the voice of customer guiding decisions relative to client usability, value, and business goal achievement.
• Deliver High-Quality Work and Ensure Seamless Collaboration: As a growing company, Sift expects team members to perform assignments with a high degree of autonomy. This includes being the front line to respond to client data and analysis requests. Maintain internal and external stakeholder relationships ensuring we exceed delivery and client value generation expectations.
• Demonstrate Subject Matter Expertise in Healthcare Revenue Cycle: Utilize your prior experience working in healthcare revenue cycle to be a SME assisting both internal Sift team members as well as your client counterparts in simplifying the complexities of RCM. Maintain current knowledge of best practices and changes that impact the healthcare/RCM industry.

QUALIFICATIONS

• Bachelor's degree in business, engineering, or a related field.
• 3-5 years of experience working in healthcare revenue cycle or revenue cycle solutions. Backgrounds in hospital billing, revenue cycle management, consulting or digital health are strong fits for the role.
• Advanced knowledge and understanding of end-to-end revenue cycle concepts and terminology (EDI 835/837, CPT/HCPCS, Dx, DRG).
• Familiarity with machine learning and AI concepts with EMR and third-party integration experience a plus.
• Exceptional written and verbal communication and analytic skills, with the ability to effectively communicate technical concepts and outcomes to both technical and non-technical audiences.
• Strong expectation setting, stakeholder management and collaboration skills are essential.  
• Proven ability to analyze complex problems, identify user needs, and develop creative solutions.
• Ability to thrive in a fast-paced, dynamic startup environment A passion for continuous learning and a desire to stay ahead of emerging trends in AI/ML and healthcare.
• Ability to analyze data independently using MS Excel, SQL, and BI Tools and create additional reporting and analytic outputs. Advanced MS Excel experience is preferred.

COMPENSATION

Compensation will be based on skills, experience, and performance. In addition to a base salary, this position is eligible for performance bonuses and benefits.

ABOUT SIFT HEALTHCARE

Sift is a data science company working to improve payments operations and outcomes in the healthcare industry. We are a growing and dynamic team that is serious about AI. Based in Milwaukee, Wisconsin, Sift is thriving and looking for motivated team members who will help shape our culture. Sift offers competitive salaries and benefits. Learn more about Sift at www.sifthealthcare.com.