Responsibilities
- Own the Customer Relationship
- Serve as the primary point of contact for your portfolio of practices
- Build trusted relationships with operational leaders and executives
- Ensure every practice feels like they have a dedicated strategic partner
- Drive the Strategic Narrative
- Translate performance data into a clear story
- Connect RCM metrics to business impact
- Define what the practice should prioritize next
- Move conversations from “what happened” to “what we do about it”
- Lead QBRs & Executive Engagement
- Run structured quarterly business reviews
- Surface renewal risk and growth opportunities early
- Create alignment on goals and measurable outcomes
- Own Escalations End-to-End
- Coordinate across Operations, the CoE, Product, and Leadership
- Ensure issues are resolved with clarity and follow-through
- Maintain control of communication during high-pressure situations
- Translate Customer Signal Into Internal Insight
- Identify patterns across accounts
- Bring structured feedback to the Product teams
- Help prioritize improvements that strengthen our RCM model
Requirements
- 5–8+ years of experience in healthcare revenue cycle management, healthcare technology, or a related domain
- Experience working and/or managing denials and A/R in complex specialties such as ABA, IOP, Wound Care, etc.
- Direct experience working with medical practices, provider groups, or health systems in a vendor, customer success or consulting role.
- Strong working knowledge of key RCM metrics (AR aging, denial rates, collection rate, payer mix, cash acceleration, etc.)
- Experience owning or materially influencing retention, renewal, or expansion outcomes
- Experience leading executive-level conversations (COO, CFO, practice owner)
- Experience running structured business reviews (QBRs or equivalent)
Nice to Have
- Comfortable translating complex performance data into a clear business narrative
- Highly organized and able to manage 5–6 accounts end-to-end without dropping details
- Calm under pressure and capable of owning escalations through resolution
- Systems-oriented — you recognize patterns across accounts, not just isolated issues
- Commercially minded — you understand that retention and expansion are outcomes, not accidents
- Strong written and verbal communicator with executive presence
Work Arrangement
Hybrid
Additional Information
- Please apply even if you don’t meet 100% of the criteria. We care about operators who think like owners and want to grow alongside us.
