About Us: HCM specializes in revenue cycle management solutions for large hospitals and healthcare organizations. We are dedicated to optimizing financial performance and enhancing patient experiences through innovative services and solutions. Our mission is to empower healthcare providers to focus on delivering quality care while we manage their financial operations efficiently.
Job Overview: The Customer Success Manager (CSM) plays a crucial role in ensuring our healthcare clients achieve their desired outcomes while using our revenue cycle management services. As a CSM, you will support clients as they transition from sales prospects to active users, with a focus on building loyalty and fostering long-term relationships. You will collaborate closely with various internal teams, including Sales, Marketing, Technical Support, and Finance, to deliver a seamless customer experience that drives client satisfaction and retention.
Key Responsibilities:
- Client Onboarding and Engagement: Lead the onboarding process for new healthcare clients, ensuring a smooth transition and optimal engagement throughout the customer’s lifecycle.
- Customer Satisfaction and Retention: Develop and implement a communication strategy to maintain high levels of customer satisfaction, conducting regular success reviews, and addressing any concerns with the support of the Technical Support Team.
- Healthcare-Specific Insights: Work closely with internal teams, particularly Marketing and Sales, to share insights into the unique needs of healthcare providers and identify additional revenue opportunities through upselling and cross-selling.
- Revenue Cycle Performance Metrics: Monitor and meet key performance metrics, such as account retention, unit renewal rates, and client satisfaction scores, tailored to the revenue cycle management domain.
- Quarterly Business Reviews (QBRs): Conduct customer-focused QBRs, measuring client performance against pre-set business metrics specific to revenue cycle operations in healthcare.
- Expansion and Sales Opportunities: Identify and foresee expansion, upsell, and cross-sell opportunities within the client base, partnering with Sales to close these deals.
- Customer Advocacy in Healthcare: Act as the voice of the healthcare customer internally, ensuring their needs are prioritized and met by all relevant teams.
- Cross-functional Collaboration: Serve as a liaison between the client and internal teams, including Technical Support, Finance, and Product Development, to resolve issues and ensure the highest level of customer satisfaction.
- Project Management: Effectively plan and prioritize customer-related activities, ensuring timely follow-ups and effective project management to align with the specific demands of healthcare revenue cycle management.
Requirements:
- Bachelor’s degree in Healthcare Administration, Business, or a related field preferred.
- Proven passion for customer success, particularly in the healthcare sector, with a deep understanding of the unique needs of large hospitals and healthcare systems.
- Ability to build and maintain high-value, outcome-based relationships with a diverse healthcare client base.
- Strong interpersonal skills with the ability to gain trust and credibility by addressing client needs and concerns in a healthcare context.
- Experience in healthcare revenue cycle management or a related field is highly preferred.
- Willingness to travel periodically based on business and project needs.
- Excellent project management skills, with the ability to efficiently plan, prioritize, and execute customer-related activities.
- Strong communication and presentation skills, with the ability to articulate complex revenue cycle concepts to a wide range of healthcare stakeholders.
- Ability to work collaboratively with cross-functional teams to achieve common goals.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for professional development and growth within the company.
- A dynamic, inclusive, and collaborative work environment focused on innovation in healthcare revenue cycle management.
- The chance to work with a passionate and skilled team committed to customer success in the healthcare sector.
Job Type: Full-time
Pay: $62,428.00 - $68,740.00 per year
Application Question(s):
- What are your compensation expectations for this position?
- How many years of experience do you have in healthcare?
- How many years of experience do you have in revenue cycle?
Experience:
- Project Management: 2 years (Preferred)
Work Location: Hybrid remote in Indianapolis, IN 46220
