The Sales and Client Success Coordinator is responsible for managing revenue cycle management (RCM) service support and communication for our smaller members and analysing product usage across our entire member base. You will leverage mass communication technology and work queue management to deliver the liaison and advisory role at scale working to ensure a successful delivery of our RCM services. You will provide solutions to the challenges faced by WebPT RCM members, supporting a primary communication line between members and our RCM Operations team. You will also coordinate with the Account Management team, providing analysis of usage of WebPT products by their members.
- Member Engagement & Relationship Management:
- Serve as the primary point of contact for assigned RCM members, ensuring quality service and member retention.
- Build and maintain trust through consistent communication with external members and internal teams.
- Send regular emails to RCM member leadership intended to deliver status updates, and insights into member financial results and KPIs.
- Participate in development of tech touch campaigns to drive improved member health.
- Identify new programs that will enable member value and outcomes in a repeatable and scalable way.
- Address inbound client emails though Salesforce/Gainsight queue.
- Collaborate with Client Success Manager(s), Product, IT and other applicable departments to ensure Member expectations are met.
- Participate in Member meetings as subject matter expert for RCM service offerings.
- Leverage available RCM metrics, detect abnormal trends, and work with Members and RCM Operations Team to resolve issues quickly.
- Manage member RCM health by tracking key metrics, documenting activities in Salesforce & Gainsight, and escalating issues to prevent client attrition.
- Address concerns from NPS (Net Promoter Score) surveys and proactively identify and mitigate churn risks.
- Quickly address escalated billing issues by working through RCM Ops communication channels.
- Lead the creation and communication of effective corrective action and risk plans.
- Advisory & Process Improvement:
- Develop sufficient product knowledge to demonstrate billing expertise to our members.
- Identify process improvement opportunities and act to resolve through collaboration with internal and external departments.
- Work with RCM Operations to identify gaps in standard workflows and obtain member engagement to promote efficient and effective resolutions and improved delivery.
- Sales Support
- Analyze weekly usage of WebPT’s usage-based software products against subscriptions across the member base and provide weekly results in a timely manner to Account Managers for upsell opportunities and/or overage fees.
- Additional Responsibilities:
- Stay up to date on third-party billing requirements and reimbursement guidelines.
- Provide alignment and documentation to RCM Operations on member specific SOP, guideline, or payer rules updates.
- Complete special projects and other duties as assigned.
- 5 years of experience in full healthcare revenue cycle medical billing and/or RCM Operations
- 2 years of experience in reporting and analytics.
- Excellent customer service skills leveraging excellent communication skills, both written and verbal.
- Ability to think logically and process sequentially with a high level of detailed accuracy and efficiency and presentation skills
- Ability to review and analyze data and make recommendations to members and internal teams.
- Ability to think creatively, desire to try new things and be stellar at interacting with all levels of internal and external organizations.
- Empathy for our members while protecting the interests of our company and its assets.
- Working knowledge of Salesforce or other CRM software tools.
- Ability to maintain focus with interruptions, even in the most stressful of circumstances.
- Successful track record working with RCM operations and client-facing teams
- General knowledge of medical procedures and terminology and treatment practices and ability to communicate such to others.
- Excellent time management skills, with the ability to simultaneously work on multiple complex projects.
- BA or BS Degree, preferably in healthcare administration or business
- Physical Therapy billing experience
- 2 years of experience supporting small to mid-sized practices.
- Service: Create Raving Fans
- Accountability: Follow Up; Own Up
- Attitude: Possess True Grit
- Personality: Be Minty
- Work Ethic: Be Rock Solid
- Community Outreach: Give Back
- Health and Wellness: Live Better
- Resource Efficiency: Do Más With Menos
Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness.
