RCM Client Success Manager II

Our Company:  PracticeTek is a large and established healthcare technology company, providing comprehensive software solutions to dental, orthodontic, chiropractic, optometry, and other healthcare clinics. We empower clinicians and their teams to deliver better patient care through innovative and user-friendly technology.   
At PracticeTek, you'll have the opportunity to:   

• Work with dynamic technology solutions that are constantly evolving to meet the needs of the healthcare industry.   

• Collaborate with a talented and passionate team of individuals who are dedicated to improving the lives of patients and healthcare providers.   

• Make a real impact on the healthcare industry by helping to improve efficiency and quality of care.   

• Build a rewarding career with opportunities for growth and development.   

The RCM Department: For us at PracticeTek, executing on RCM means understanding customer needs and becoming excellent at meeting them; we ensure practitioners are paid quickly and accurately.   As the RCM Client Success Manager you serve as the primary point of contact for assigned clients and you will be responsible for managing the relationship, addressing client inquiries, coordinating with internal teams, maintaining client performance expectations and identifying process improvements.  You will ensure clients constantly appreciate the value of the RCM services and will evangelize, problem solve and overall delight our clients.  The measurement of success is NPS, reference and retention rates.  Job functions include and are not limited to:  

• Build and maintain strong and long-lasting client relationships as the primary liaison between the client and our RCM operations production staff, global partners, as well as other company stakeholders.  The key to this relationship is strong, frequent, detailed communication that demonstrates we understand the client's needs, continually clarifying expectations and requirements, and gaining involvement how to achieve overall best practice RCM. 

• Conduct monthly goal reviews with the clients to ensure alignment of expectations and educate clients on best practices and denial prevention; providing data analysis, reports and industry-leading recommendations for improvement and monitoring of KPI’s 

• Conduct or collaborate with others in routine audits to uphold RCM performance standards.  Conduct root cause analysis on errors and contribute to solutions to minimize future risk. Manage and assist in the development, tracking and completion of corrective action plan. 

• Contribute to team and/or vendors maintenance of a daily focus on attaining productivity standards or Service Level Agreement (SLA) metrics, recommending new approaches for enhancing performance and productivity within quality guidelines as appropriate. Ensure all RCM processes and services meet legal, and contractual requirements for any non-standard engagements. 

• Maintain knowledge of industry standards, payer policy, coding updates, LCD/NCD updates to educate and advise clients on best practice.  

• Other ad hoc activities and projects as assigned.  

Our ideal candidate has the following: 

• Bachelor's Degree preferred and/or training or equivalent combination of education and experience 

• 8+ years’ experience in Revenue Cycle Management, including knowledge of billing, common denials, posting, electronic transaction formats and overall practice management in a small practice setting 

• 5+ years' experience in a client facing role with proven ability to manage client accounts, build strong professional relationships, and deescalate client challenges 

• Excellent verbal and written communication skills for presenting data, leading discussions and delivering recommendations with strong interpersonal skills to navigate challenging conversations and build trust with clients 

• Proficient in healthcare billing software/clearinghouses and EHR/PM platforms and RCM tools; familiarity with payer regulations, coding practices and insurance workflows 

• Strong working knowledge of Microsoft Office: Excel, Outlook, PowerPoint and Word; advanced Excel and analytical skills to interpret data to identify issues and present solutions in graphical (trends) styles 

• Self-starter with ability to manage multiple priorities in a fast-paced environment 

• Strong organizational skills to maintain accurate documentation and follow up on client needs 

• Chiropractic experience is a plus; professional certifications in healthcare billing, coding or practice management preferred