[Hiring] Client Relationship Manager @Raintree Systems, Inc.

Role Description

The Client Relationship Manager (RCM Services) role includes managing customer satisfaction for Raintree Systems' RCM Division customer base. This position encompasses all aspects of customer contact and facilitates relations between the client practice and Raintree Systems. They serve as the main point of contact for clients, ensure client retention and satisfaction with Raintree's Revenue Cycle Management services, and help manage customer expectations regarding medical billing, claim processing, and practice revenue goals.

Duties and Responsibilities:

• Exercise financial discretion and independent judgment regarding financial significance, including evaluation of key RCM performance metrics, claim denial trends, and practice accounts receivable (A/R) health.
• Handle customer contact for RCM questions, billing inquiries, or workflow problems, keeping customers updated on progress.
• Facilitate resolutions by coordinating with Raintree staff members (e.g., RCM specialists, billing managers, technical support).
• Maintain assigned RCM clients by providing optimal healthcare billing and account management service.
• Provide first line support on the phone, answering 90% of inbound customer support calls regarding Raintree RCM services and platform usage.
• Visit Raintree RCM customers to improve customer relations and service.
• Build customer trust by following through with RCM deliverables and promises.
• Assist the customer journey through Raintree Systems from onboarding to ongoing revenue management.
• Suggest and implement changes to RCM processes to enhance customer relationships.
• Attend transition calls for incoming RCM clients.
• Attend kick-off calls for new Raintree Systems implementations.
• Work with the RCM Department Supervisor to address billing complaints and claim escalations.
• Assist Client Support Associates (CSAs) in customer relations issues.
• Attend training seminars and workshops to stay updated on regulatory changes.
• Identify sales opportunities for current and potential RCM clients.
• Conduct weekly call campaigns to contact RCM customers.
• Act as the main point of contact for clients to ensure retention and satisfaction with Raintree RCM Services.
• Quickly establish relationships with new practice contacts during client turnover.
• Manage the end of relationship process when clients terminate their RCM agreement.

Qualifications

• 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, preferably in healthcare revenue cycle management (RCM) or medical billing.
• Excellent client-facing and internal communication skills.
• Excellent written and verbal communication skills.
• Solid organizational skills, including attention to detail and multitasking across multiple healthcare provider accounts.
• Skilled in using computer applications for payment posting, clearinghouse workflows, and electronic claims processing.
• Team player supportive of RCM Department and Raintree Systems goals, policies, HIPAA compliance, and patient data security standards.

Requirements

• Well-developed verbal, listening, and phone communication skills for interacting with healthcare administration and billing staff.
• Good written communication skills for routine business correspondence and formal RCM status reports.
• Ability to analyze practice financial metrics, collection rates, and billing adjustments.
• Ability to define RCM problems, collect billing data, and identify claim rejection or denial trends.
• Ability to exercise good judgment and escalate billing or technical issues appropriately.
• Strong organizational skills for executing detailed tasks related to practice account reviews.
• Strong customer service focus and commitment to healthcare client success.
• Ability to establish and maintain effective working relationships within the Raintree RCM team.
• Ability to work well with diverse personalities across clinical, administrative, and corporate settings.
• Tactful, mature, and flexible.
• Ability to work remotely with strong video conferencing etiquette for virtual client meetings.

Benefits

• Remote First
• Paid Time Off/11 Paid Holidays/Year-End Holiday Break
• Health, Dental, Vision, HSA/FSA
• 401K with Company Match
• Disability & Life Insurance
• Employee Assistance Program
• Paid Parental Leave

Company Description

Raintree Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.