Client Relationship Manager (RCM Services)

Raintree Systems, Inc.

5d•Remote

About The Position

The Client Relationship Manager (RCM Services) manages customer satisfaction for Raintree Systems’ Revenue Cycle Management (RCM) Division. This role handles customer contact and facilitates relationships between client practices and Raintree Systems, serving as the main point of contact for clients and supporting retention and satisfaction with RCM services. The manager helps set expectations about medical billing, claim processing, and practice revenue goals. The position exercises financial discretion and independent judgment on matters of financial significance, including reviewing RCM performance metrics, claim denial trends, and practice accounts receivable health. It involves evaluating possible courses of action and making decisions based on their financial impact on the client’s revenue cycle. The manager supports clients throughout their Raintree journey, from RCM onboarding and billing setup to ongoing revenue management. Working with RCM specialists, billing managers, technical support, Client Support Associates, and the RCM Department Supervisor, the role addresses billing inquiries, workflow problems, complaints, claim escalations, and other service issues. It also supports client transitions, relationship changes, and opportunities to expand services. The position is remote and requires strong virtual client-meeting etiquette.

Requirements

College BA or BS, a master’s degree, other certifications and/or related experience, or an equivalent combination of education and experience.
At least 5 years of proven client relationship management work experience and/or training, or an equivalent combination of education and experience; experience in healthcare RCM or medical billing is preferred.
Excellent client-facing and internal communication skills.
Excellent written and verbal communication skills.
Strong organizational skills, attention to detail, and ability to multitask across multiple healthcare provider accounts.
Skilled in computer applications for payment posting, clearinghouse workflows, and electronic claims processing, with an understanding of accounts receivable follow-up.
Supportive of RCM Department and company goals and policies, HIPAA compliance, and patient data security standards.
Well-developed verbal, listening, and phone communication skills for interacting with healthcare administration and billing staff.
Ability to write routine business correspondence and formal RCM status reports.
Ability to perform arithmetic using whole numbers, common fractions, and decimals to analyze practice financial metrics, collection rates, and billing adjustments.
Ability to define RCM problems, collect billing data, establish financial facts, and identify claim rejection or denial trends.
Ability to exercise good judgment and escalate billing or technical issues appropriately.
Strong organizational skills and ability to perform detailed manual 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 and demonstrate strong video conferencing etiquette for virtual client meetings.

Nice To Haves

Experience in healthcare revenue cycle management (RCM) or medical billing.

Responsibilities

Handle customer contact for RCM questions, billing inquiries, and workflow problems, providing timely and frequent updates on progress.
Coordinate appropriate Raintree staff to resolve client issues and implement procedures to prevent recurring revenue cycle problems.
Maintain assigned RCM clients and provide healthcare billing and account management service.
Provide first-line phone support, answering 90% of inbound customer support calls about Raintree RCM services and platform usage.
Visit RCM customers when a site visit would benefit the client relationship, service, or Raintree Systems’ image.
Build customer trust by following through on RCM deliverables and commitments and representing Raintree Systems positively.
Support the customer journey from RCM onboarding and billing setup through ongoing revenue management.
Suggest and implement RCM process changes that benefit customers and improve client relationships.
Attend all transition calls for incoming RCM clients and some kickoff calls for new Raintree Systems implementations.
Work with the RCM Department Supervisor on billing complaints, claim escalations, and customer solutions.
Assist Client Support Associates with customer relations and contacting RCM customers; help set expectations about billing timelines and payer behavior.
Attend training seminars, workshops, and healthcare billing conferences to stay current on regulatory changes and improve customer service and relations.
Identify sales opportunities for current and potential RCM clients, such as additional software modules or enhanced billing services; sell them or refer them to a sales representative.
Conduct weekly call campaigns, contacting RCM customers at least twice per week.
Act as the primary client contact for billing issues or service problems and coordinate resolution with appropriate Raintree staff.
Establish relationships quickly with new practice contacts when existing client contacts leave.
Support the end-of-relationship process when clients notify Raintree Systems that they are terminating their RCM agreement, addressing identified satisfaction concerns.
Review key RCM performance metrics, denial trends, and practice accounts receivable health, exercising financial judgment on matters affecting client revenue cycles.