VP of Customer Success | RCM Outsourcing

Infinx

8d

About The Position

We are seeking a seasoned Revenue Cycle Management (RCM) leader to join our leadership team as VP of Customer Success, RCM Outsourcing. This role will be responsible for managing and growing strategic RCM engagements across mid-market and enterprise healthcare customers, ensuring exceptional operational performance, client satisfaction, and long-term partnership success.
The ideal candidate brings deep operational RCM expertise (15+ years) and a balanced perspective from both the provider side and the RCM outsourcing/vendor side. This leader will oversee a portfolio of complex customer engagements and guide a team responsible for delivering measurable improvements in revenue cycle performance.
The role requires a strong belief in and demonstrated experience leveraging technology, analytics, and automation to elevate RCM outcomes.

Requirements

• 15+ years of Revenue Cycle Management experience
• Experience in one or more of the following specialties strongly preferred: Radiology, Imaging and Diagnostics, Cardiology
• Deep expertise in other healthcare specialties will also be considered
• Demonstrated leadership managing large-scale RCM outsourcing engagements
• Experience working in both provider organizations and RCM outsourcing/billing companies strongly preferred
• Proven track record managing enterprise or large mid-market healthcare customers
• Experience leading cross-functional RCM operations teams
• Strong understanding of RCM KPIs, revenue optimization strategies, and operational best practices
• Demonstrated experience implementing technology-driven RCM improvements (automation, analytics, AI, workflow platforms)
• Customer-first mindset with strong executive relationship management skills
• Strong operational and analytical rigor
• Ability to scale operations and drive performance improvement
• Collaborative leadership style with the ability to influence internal and external stakeholders
• Strategic thinker who can connect technology, operations, and financial outcomes

Responsibilities

• Customer Success & Relationship Leadership
• Own executive-level relationships with mid-market and enterprise healthcare customers utilizing RCM outsourcing services
• Ensure high customer satisfaction, retention, and growth through consistent delivery of operational excellence and measurable outcomes
• Serve as a trusted advisor to healthcare provider leadership, guiding them on revenue cycle strategy and performance optimization
• Conduct regular executive business reviews (EBRs) to present performance insights, improvement plans, and value delivered.
• Operational Oversight
• Oversee end-to-end RCM operations across multiple client engagements, ensuring SLA adherence and performance against KPIs including AR performance, denial rates, cash acceleration, productivity, and quality metrics
• Lead continuous improvement initiatives to optimize workflow, staffing models, and operational efficiency
• Team Leadership
• Lead and mentor a team of 3-5 Customer Success / Operations leaders managing client portfolios
• Build a culture of accountability, operational rigor, and customer-first mindset
• Develop leadership bench strength and scale the customer success function as the business grows
• Technology & Innovation
• Champion the use of automation, AI, analytics, and workflow technologies to improve RCM performance
• Partner with product, analytics, and operations teams to deploy technology-driven improvements across client engagements
• Identify opportunities to digitize and modernize traditional RCM processes
• Strategic Growth
• Partner with Sales and Account Management teams to expand existing accounts and support new client onboarding
• Identify cross-sell and upsell opportunities within existing engagements
• Support solution design and operational transition for new enterprise customers

Benefits

• Access to a 401(k) Retirement Savings Plan.
• Comprehensive Medical, Dental, and Vision Coverage.
• Paid Time Off.
• Paid Holidays.
• Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services.

What This Job Offers

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