Revenue Cycle Lead

We are seeking a dynamic and proactive Revenue Cycle Lead to join our team. The ideal candidate will be responsible for driving customer success by fostering strong relationships and collaborating closely with internal teams to achieve a 95%+ gross collections rate. The CSM will play a critical role in understanding the Revenue Cycle Management (RCM) process, identifying areas for improved service utilization, and mitigating account risks. This position requires a commitment to ensuring customers are properly trained and understand their role in the partnership.  

Key Accountabilities: 

• Understand and Drive RCM Process 
  Gain a deep understanding of the Revenue Cycle Management (RCM) process and how it impacts customer success. Work closely with customers to ensure they are aligned with RCM best practices and understand how to optimize their workflows for maximum efficiency. 

• Achieve 95%+ Gross Collection Rate 
  Collaborate with internal stakeholders to drive a 95%+ gross collections rate. Utilize data and customer insights to identify areas for improvement, resolve issues, and ensure timely collections. 

• Identify and Improve Service Utilization 
  Work with customers to analyze service utilization and identify opportunities for improvement. Provide actionable recommendations to increase efficiency, reduce costs, and enhance the overall customer experience. 

• Mitigate Account Risks 
  Proactively identify and address any risks to customer accounts, including financial, operational, or relationship-related issues. Work with internal teams to mitigate potential problems and ensure customer retention. 

• Customer Training & Education 
  Ensure customers are properly trained and educated about the tools, processes, and their roles in the partnership. Provide ongoing support to ensure customers understand and effectively use all relevant systems and processes. 

• Collaboration with Internal Stakeholders 
  Work closely with various internal teams, including Accounts Receivable (AR), Billing, Posting, Account Managers (AM), and the SW CSL teams, to address customer needs and ensure smooth operations. Foster strong interdepartmental relationships to drive customer success. 

• Progression to Level 2 

Demonstrate mastery of Level 1 responsibilities and processes. Promotion opportunity after 1- 2 years at Level 1. 

Desired Skills and Experience: 

• Bachelor's degree or equivalent work experience in a related field (Healthcare, Business Administration, Finance, etc.) 

• Previous experience in client success, customer service, or revenue cycle management (RCM) preferred 

• Strong understanding of the RCM process and its impact on collections and customer success 

• Excellent communication and interpersonal skills with the ability to collaborate effectively with internal and external stakeholders 

• Problem-solving skills with the ability to identify and mitigate risks 

• Strong organizational skills and attention to detail 

• Ability to work in a fast-paced, evolving environment 

• Proficient in Microsoft Office Suite and CRM software; experience with RCM-related tools is a plus 

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