Overview
We are seeking a dynamic and dedicated Client Success Manager specializing in Home Health Coding and Quality Assurance to join our team!
Role Summary
Spearhead the onboarding, retention, and day-to-day satisfaction of our home health agency clients. In this role, you will be the champion for our clients, ensuring their voices are heard and their business needs are met.
While you do not need an extensive background managing global delivery centers, you must understand how the outsourcing model works, specifically how to navigate communication loops, manage SLAs (Service Level Agreements), and handle chart turnaround times. You will combine this operational awareness with your knowledge of home health coding reviews (ICD-10/OASIS) to quickly resolve client concerns, audit chart discrepancies, and ensure a seamless service delivery that keeps clients long-term.
Key Responsibilities
Client Onboarding & Retention
- Seamless Implementation: Lead the end-to-end onboarding process for new home health clients, mapping out their EMR workflows and setting clear expectations for their partnership with our outsourced coding teams.
- Retention & Health Monitoring: Proactively check in with accounts to measure satisfaction, identify churn risks, and ensure the service consistently meets the agency's quality expectations.
- Escalation & Issue Resolution: Act as the dedicated point of contact for client complaints, billing questions, or coding disputes, working quickly to resolve issues and restore confidence.
Service Alignment & Coding Quality Review
- The Client Advocate: Translate client feedback, preferences, and specific agency guidelines into clear, actionable instructions for the outsourced coding team.
- Targeted Quality Audits: Work with our QA Team and Operations to check coding reviews on patient charts (ICD-10-CM, OASIS) to validate that the team's output matches the client’s expectations and CMS compliance standards.
- Performance Check-ins: Lead regular account reviews with clients to present data on turnaround times (TAT), coding accuracy rates, and overall operational health.
Qualifications & RequirementsRelationship & Client Success Focus
- Account Management Excellence: 3+ years of experience in Client Success, Account Management, or Relationship Management, ideally within healthcare services, medical billing, or a related field.
- Onboarding & Retention Track Record: Proven experience successfully onboarding new B2B clients and maintaining high retention/low churn rates.
Operational & Industry Knowledge
- Outsourcing Literacy: A solid understanding of the outsourcing model (e.g., how offshore/nearshore teams operate, managing via SLAs, handling communication across time zones).
- Home Health Coding Familiarity: Strong working knowledge of home health documentation review, including ICD-10 coding, PDGM reimbursement, and OASIS assessments.
- Certifications (A Plus but Not Required): HCS-D, COS-C, or CPC certifications are highly valued.
- EMR Exposure: Familiarity with home health software (e.g., Homecare Homebase, WellSky, Axxess).
Key Competencies
- Customer-Centric Mindset: A natural problem-solver who approaches client friction with empathy, patience, and a sense of urgency.
- Clear Communication: The ability to push back gracefully on clients when necessary, while firmly holding the outsourced delivery team accountable to the client's standards.
Join us in transforming healthcare delivery by ensuring coding excellence and operational efficiency! We are committed to fostering a vibrant workplace where your expertise makes a meaningful difference in patient care outcomes while advancing your professional growth.
You may send your resume to [email protected] or [email protected]
Application Question(s):
- How many years of Home Health coding or QA you have?
- How soon can you start?
- Can you share your expected salary?
Work Location: Remote
