About Zealie
Zealie is a fast-growing Revenue Cycle Management and technology company specializing in behavioral healthcare. We partner with substance use disorder treatment centers, addiction recovery providers, and mental health organizations to maximize reimbursement and improve financial performance. Through our proprietary technology platform and operational expertise, we help clients gain visibility into their revenue cycle and remove barriers to payment.
Overview of Payor Relations Customer Success Manager - Independent Contractor
We are seeking a highly skilled and proactive Payor Relations Customer Success Manager operating as an independent contractor to serve as the primary coordinator and communicator between Zealie, our clients, and internal operational teams regarding payer-related matters that directly impact revenue.
This role is responsible for ensuring that payer enrollment, credentialing, contracting, demographic updates, network participation, and payer-related operational issues move efficiently toward resolution. Success in this role requires proactive communication, exceptional organization, strong critical thinking, and the ability to translate complex operational challenges into clear and actionable updates for clients and internal stakeholders.
This is not a people-management position. Instead, the role focuses on managing communication, coordinating stakeholders, validating information, and driving accountability across teams to ensure payer-related tasks are completed accurately and timely.
The ideal candidate is a strong storyteller and problem solver who can confidently communicate status, identify roadblocks, align stakeholders, and maintain momentum until issues are fully resolved.
KEY RESPONSIBILITIES
Client Communication & Relationship Management
- Serve as the primary point of contact for client communications related to payer relations activities.
- Provide clear, concise, and accurate updates regarding enrollment, credentialing, contracting, and payer-related issues.
- Translate complex operational details into meaningful business impacts and next steps for clients.
- Build trust with clients through consistent follow-through and proactive communication.
- Lead or participate in client meetings, presenting updates, risks, timelines, and resolution plans.
Issue Resolution & Revenue Impact Management
- Take ownership of payer-related issues from identification through resolution.
- Actively manage open items, ensuring progress is made rather than simply reporting status.
- Escalate barriers appropriately and coordinate resources needed to remove roadblocks.
- Prioritize work based on revenue impact, client urgency, and operational risk.
- Monitor aging payer-related issues and drive timely resolution.
Internal & External Coordination
- Coordinate activities across Payor Relations, RCM Operations, Billing, Technology, and Client Success teams.
- Partner with facility stakeholders to obtain required documentation, signatures, and information needed to move payer requests forward.
- Facilitate communication between internal teams and external payer representatives when necessary.
- Ensure responsibilities, deadlines, and next steps are clearly defined and understood by all parties.
Information Validation & Quality Assurance
- Review information for completeness and accuracy before communicating updates internally or externally.
- Verify supporting documentation, payer requirements, and operational details prior to escalation or client communication.
- Ensure updates accurately reflect current status, risks, and expected timelines.
- Maintain detailed documentation of communications, action items, and issue progression.
Reporting & Operational Excellence
- Track payer-related initiatives and provide status reporting to leadership and clients.
- Identify recurring issues, process gaps, and opportunities for operational improvement.
- Assist in developing communication standards, workflows, and best practices that improve transparency and efficiency.
- Support onboarding activities for new clients related to payer relations processes.
Qualifications
- 5+ years of experience in healthcare revenue cycle, credentialing, payer enrollment, payer relations, client success, healthcare operations, or related fields.
- Experience working within behavioral health, mental health, or substance use disorder treatment environments preferred.
- Strong understanding of payer enrollment, credentialing, contracting, ERA/EFT enrollment, and payer portal operations.
- Exceptional written and verbal communication skills.
- Demonstrated ability to communicate complex operational issues in a clear, client-friendly manner.
- Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.
- Proven ability to influence outcomes and drive accountability without direct authority.
- Highly detail-oriented with strong critical thinking and problem-solving skills.
- Comfortable working cross-functionally with clients, operational teams, and external stakeholders.
- Experience using healthcare technology platforms, payer portals, and operational tracking systems.
Key Success Traits
- Ownership mindset: sees issues through to completion.
- Proactive communicator: anticipates questions and provides updates before being asked.
- Detail-oriented: validates information before communicating.
- Relationship builder: earns trust internally and externally.
- Strong storyteller: can clearly explain what happened, why it matters, and what comes next.
- Results-driven: focused on outcomes, not activity.
- Comfortable creating accountability across teams without formal supervisory authority.
Pay: $22.00 - $26.00 per hour
Application Question(s):
- Do you have at least 2 years of Payor Relations experience?
- How many years of Behavioral Health experience do you have, if any?
- Do you have at least 2 years of Customer Success experience?
Work Location: Remote
