Enterprise Client Success Manager

Experity • Atlanta, GA

362d • Hybrid

About The Position

Experity is the leading software and services company for on-demand healthcare in the U.S. We provide software solutions that remove complexities and simplify operations for 5700+ urgent care clinics across the country. We create, maintain, and support products to facilitate the complete on-demand healthcare experience: from patients finding clinics and making appointments, to checking in, to clinical documentation, and to the final bill paid by the patient. Our team is committed to changing healthcare for the better by innovating and revolutionizing on-demand healthcare for millions of patients across the country. The Enterprise Client Success Manager is responsible for management of the overall client relationship and coordination of deliverables for Experity's key clients. This role works in collaboration with internal teams including Sales, Implementation, Support, Revenue Cycle Management, Development and Product, among others and oversees the unified delivery of our solutions within committed parameters. This individual will primarily own, develop, and manage relationships with Experity's major client accounts as well as other clients as required, serving as the main point of contact for the major client accounts.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• Five years of experience in a client facing role, preferably client success.
• Significant experience in healthcare/healthcare tech.
• Experience with Electronic Medical Record and Practice Management Software.
• Revenue Cycle Management experience in healthcare.

Nice To Haves

• Experience working for SaaS based companies.

Responsibilities

• Manage and own the relationship with the client senior leadership team for Experity's largest and most complicated clients.
• Meet with client management on a regular basis and build relationships at multiple levels.
• Ensure service level commitments are met for each client and coordinate internal service teams as necessary.
• Support client adherence to prescriptive best practice setup and configuration of our products.
• Monitor performance metrics and aid in identification of opportunities for improvement.
• Maintain an understanding of the urgent care business model, client workflows and common market problems.
• Provide system and industry expertise with a consultative approach focused on ensuring optimal utilization and realized value of Experity solutions.
• Increase customer satisfaction by understanding business needs and supporting expanded utilization of Experity solutions.
• Provide revenue cycle management expertise toward ongoing process improvement and compliance initiatives.
• Interpret and provide analysis of clinic financial data through key reports and revenue cycle drivers.
• Lead a monthly meeting to review accounts receivable status, KPI and accounting reports with client's financial team.
• Support the development and ongoing management of prescriptive best practice PM system setup, EDI processes, and revenue cycle workflows.
• Collaborate with the RCM Operations and RCM Management teams to ensure client/company alliance on prioritization and approach to service delivery.
• Manage and communicate findings effectively with assigned clinics and their management staff to achieve optimum performance.
• Identify trends and carrier issues relating to billing and reimbursements and report findings effectively directly to assigned clinics.
• Collaborate with other departments such as marketing, support, and product management to ensure ongoing success of client relationship with Experity.
• Act as liaison for internal and external communications with assigned clients.
• Manage ongoing conference calls and ensure a positive relationship with assigned accounts.
• Provide regular status reports and manage task lists on assigned accounts progress for all project areas.
• Support sales process with potential clients and identify opportunities for selling additional solutions into client base.
• Work with Experity Finance to support client invoice questions and support collection efforts on aged accounts receivable balances.

Benefits

• Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
• All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
• Employee Assistance Program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution.
• Flexible work scheduling to manage work-life balance.
• Generous PTO plan that increases with milestones.
• Career Development program to explore potential and achieve career goals.
• Team Building activities including family company picnic and holiday party.
• Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees