Client Relationship Manager (Revenue Cycle Management)

Client Relationship Manager
 

Remote U.S.  (designated states)
This position may be performed from one of the following U.S. states: AL, AZ, FL, GA, IN, KS, MA, MI, MS, NC, NV, OR, PA, SC, TN, TX, VA. 
 

Department: RCM

The Client Relationship Manager role includes managing customer satisfaction for the RCM Division customer base.  This position encompasses all aspects of customer contact and facilitates relations between the customer and the company.  They serve as the point of contact for clients, ensure client retention and satisfaction and help manage customer expectations. 

Duties and Responsibilities:

• Responsibilities include the exercise of financial discretion and financial independent judgment with respect to matters of financial significance, the exercise of discretion and independent judgment involves the comparison and the evaluation of possible courses of conduct, and acting or making a decision after the various possibilities have been considered and to the level of importance or consequence of the work.
• Customer contact in handling a question or problem, keep the customer updated with timely and frequent information about progress towards resolving the issue. 
• Facilitate a resolution by bringing together the appropriate staff members. Implement a procedure that ensures the problem does not occur again. 
• Continue to maintain assigned clients, by providing the best possible service
• First line support on the phone, answering 90% of all inbound customer support calls. 
• Visit customers that would benefit / appreciate a site visit (with the aim of improving customer relations, service, and improving the image of the company to customers.
• Build customer trust by following through with promises, and presenting the company in a positive light.
• Look at and assist the customer journey through the company, from start to finish.
• Suggest and implement changes that will positively affect the customer and improve the relationship we have with them
• Attend Transition calls (all)
• Attend Kick off calls (some)
• Work with the Department Supervisor to deal with complaints, and find solutions for customers’ problems. 
• Be available to assist CSA’s in customer relations issues and in contacting customers – Help manage customer expectations.
• Attend training seminars, workshops, and conferences with the aim of improving customer relations, service, and improve image of the company to customers Identify sales opportunities for current and potential clients, and sell the product or service, or forward the information to a sales representative. 
• Weekly call campaigns to contact customers - minimum 2 scheduled times per week
• Act as the main point of contact for clients and ensure retention and satisfaction in order to build long lasting relationships.
• Act as primary contact for clients when handling issues or problems and facilitate a resolution by bringing together the appropriate staff members.
• Quickly contact and establish relationships with new contacts when there is existing client turnover.
• Help manage the end of relationship process when existing clients notify Raintree, they’re terminating their agreement. Be prepared to address any client satisfaction problem identified.

Position Proficiencies and Requirements

• College BA or BS, Masters; Other certifications and/or related experience or equivalent combination of education and experience.
• Proven work experience in client relationship management with at least 5 years and /or training; or equivalent combination of education and experience, preferred in healthcare. Excellent client-facing and internal communication skills
• Excellent written and verbal communication skills
• Solid organizational skills, including attention to detail and multitasking
• Skilled in using computer applications for payment posting and an understanding of A/R follow up
• Team player being supportive of Department and Company goals, policies, and HIPAA compliance

Competencies to Drive Success

• Well-developed verbal, listening and phone communication skills
• Good written communication skills with the ability to write routine correspondence
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to define problems, collect data, establish facts, and identify trends.
• Ability to exercise good judgment and escalate issues appropriately
• Strong organizational skills and ability to execute manual detailed tasks.
• Strong customer service focus and commitment.  
• Ability to establish and maintain effective working relationships within the team. 
• Ability to work well with diverse personalities.
• Tactful, mature and flexible.
• Ability to work remotely.  Strong video conferencing etiquette.