[Hiring] Client Success Manager – Intake @ACU-Serve Corp

Role Description

The Client Success Manager – Intake serves as the primary operational liaison between clients and the organization throughout the referral and intake process. This role is responsible for ensuring referrals are processed accurately, timely, and in accordance with client expectations, payer requirements, contractual obligations, and internal processes.

• Partners closely with clients, Intake, Authorization, AR, Billing, Clinical, and Leadership teams.
• Identifies barriers to successful patient onboarding and resolves issues.
• Ensures each referral progresses appropriately through the intake workflow.
• Serves as the client's advocate while maintaining accountability for operational performance, financial risk, and successful transition of patients from referral through completion of the intake process and handoff to the appropriate revenue cycle team.

Qualifications

• Bachelor's degree preferred or equivalent work experience.
• 3–5 years of experience in Client Success, Healthcare Operations, Intake, Revenue Cycle Management, or a related healthcare field.
• Strong understanding of healthcare reimbursement and revenue cycle processes.
• Understanding of referral, authorization, payer, and patient onboarding processes.
• Strong verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to identify operational and financial risk.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and project management skills.

Requirements

• Home Infusion or Ambulatory Infusion Center (AIC/AIS) experience.
• Durable Medical Equipment or Home Medical Equipment (DME/HME) experience.
• Experience with WeInfuse, Brightree, CareTend, CPR+, R2, EPIC, or other healthcare/RCM platforms.
• Experience with insurance verification and authorization processes.
• Advanced Excel and reporting skills.
• Project management experience.
• Experience implementing healthcare clients or operational workflows.

Benefits

• Client Relationship Management
• Intake Operations
• Healthcare Revenue Cycle Knowledge
• Insurance & Payer Knowledge
• Financial Acumen
• Analytical Thinking
• Problem Solving
• Critical Thinking
• Executive Communication
• Process Improvement
• Project Management
• Accountability
• Organization
• Conflict Resolution
• Time Management
• Cross-Functional Collaboration

Success Looks Like

• Ensures referrals move through the Intake process efficiently and accurately.
• Proactively identifies referrals at risk of delay, denial, or financial loss.
• Uses data to identify trends and root causes rather than simply reacting to individual problems.
• Maintains strong, transparent relationships with clients.
• Keeps clients informed without creating unnecessary escalations.
• Partners effectively with Intake, Authorization, AR, Billing, and Leadership.
• Identifies process gaps and drives meaningful improvements.
• Ensures clients understand their responsibilities within the Intake process.
• Helps reduce preventable delays, denials, and financial exposure.
• Ensures new clients have a well-defined and successful Intake process before transitioning into ongoing operations.
• Serves as the bridge between the client and internal operational teams while maintaining clear accountability for each department.

Reports to

Director, Client Success