RCM Client Experience Specialist

AxisCare • Waco, TX

2d • Remote

About The Position

The RCM Client Experience Specialist is responsible for protecting and improving customer satisfaction for customers using AxisCare's RCM billing services. This role owns the post-onboarding customer experience, runs a structured customer satisfaction program, and acts as the primary point of coordination for escalations that impact customer sentiment. The RCM Client Experience Specialist partners closely with Billing, Onboarding, and Product/Support to triage issues, drive timely resolution, and reduce repeat friction.

Requirements

• Experience in home care or home health
• Background in customer success, account management, or customer service
• Proven ability to manage escalations and coordinate cross-functional teams
• Strong communication, documentation, and follow-through
• Comfortable working with data

Nice To Haves

• Familiarity with RCM workflows and payer-related operations (VA/Medicaid a plus)
• Experience running CSAT/NPS programs or customer health scoring
• Experience working with support/product workflows (e.g., Jira ticketing)

Responsibilities

• Own customer satisfaction for RCM customers and drive measurable improvement over time.
• Build and run an RCM customer feedback program (CSAT collection, reporting, and action plans).
• Execute a consistent customer engagement cadence
• 30/60/90-day check-ins starting after onboarding and first claim/bill
• Ongoing baseline support and proactive touchpoints
• Quarterly CSAT trend reviews and improvement planning
• Manage customer escalations related to satisfaction drivers.
• Triage and coordinate work across Billing, Onboarding/Implementation, and Product/Support, ensuring clear ownership, deadlines, and customer updates.
• Track and improve operational performance metrics (i.e. ticket volume, time to resolution, and customer health score).
• Use tools and data to identify trends, root causes, and repeat issues and partner internally to prevent them.
• Maintain strong documentation in internal systems so work is visible, repeatable, and measurable.

Benefits

• Competitive salary and comprehensive benefits package.
• Opportunities for professional growth and career development.
• Flexible work arrangements, including remote work options.
• Health, dental, and vision insurance.
• 401(k) plan with company matching.
• Company will provide laptop and other needed computer equipment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed