RCM Services Advisor I

WebPT

5d•Remote

About The Position

The RCM Services Advisor I is responsible for managing RCM Service support and communication for our smaller members. It 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.

Requirements

5 years of experience in full revenue cycle medical billing, preferrably in a SaaS environment.
2 years of experience supporting small to mid-sized practices.
Ability to coordinate many different levels within and across organizations.
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 review and analyze data and make recommendations to Members and internal teams.
Ability to maintain focus with interruptions, even in the most stressful of circumstances.
Great 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.
Simultaneous management of many complex projects.
General knowledge of medical procedures and terminology and treatment practices and ability to communicate such to others.
Excellent time management skills.

Nice To Haves

BA or BS Degree
2 years of leadership, account management or sales experience.
Successful track record working with Executive and Financial Teams, clinical teams, RCM, or similar combination.
Physical Therapy billing experience.
Secondary education in healthcare administration or business.

Responsibilities

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 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.
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.
Provide valuable insights to Members based metric trends, industry benchmarks and payer landscape focused on optimized financial outcomes/NRPV.
Cultivate reference lists, case studies and testimonials for Sales & Marketing
Participate in sales transition and implementation calls to understand client needs and expectations.
Ensure any client exceptions from standard best-practice have proper approval and documentation from RCM Operations’ Management.
Provide post go-live training support and ensure clients achieve a healthy status within 90 days.
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.
Ensure reliable and punctual attendance.