Enterprise Client Success Manager (Remote)

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.

Experity offers the following:

• Benefits – Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
• Ownership - 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 - This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.
• Flexibility – Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.
• Paid Time Off (PTO) - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.
• Career Development – Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
• Team Building – We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.
• Total Compensation - Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.

Job Summary: 

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.

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. Communication cadence to include, at minimum, monthly business reviews and annual on-site leadership meetings.
• Responsible for ensuring service level commitments are met for each client. Coordinate and hold accountable internal service teams as necessary to ensure successful delivery of our products and services.
• 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 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. Elevate client relationships from vendor/partner to trusted business advisor.
• Provide revenue cycle management expertise toward ongoing process improvement and compliance initiatives. Responsible for working with clients to reduce recurring errors and reduce claim exceptions. RCM success management to include:
  • 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.  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.
• Identify opportunities for selling additional solutions into client base. Support Sales when subject matter expertise is needed. Proactively nurture opportunities for references, referrals, and case studies.
• Work with Experity Finance to support client invoice questions and support collection efforts on aged accounts receivable balances.

Travel:

• Ability to travel as needed.

Education: 

• Bachelor's degree or equivalent combination of education and experience.

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.

Preferred: 

• Experience working for SaaS based companies.

Team Member Competencies:

• Understands role on the team and works to achieve goals to the best of your ability.
• Working within a team means there will be varying opinions and ideas. Active listening and thoughtfully responding to what your team member says.
• Take responsibility for your mistakes and look for solutions. Understand how your actions impact team.
• Provides assistance, information, or other support to others to build or maintain relationships.
• Maintaining a positive attitude. Tackle challenges as they come, and don’t let setbacks get you down.
• Gives honest and constructive feedback to other team members.
• When recognizing a problem, take action to solve it.
• Demonstrates and supports the organization's core values.

Every team member exhibits our core values:

• Team First
• Lift Others Up
• Share Openly
• Set and Crush Goals
• Delight the Client

Our urgent care solutions include:

• Electronic Medical Records (EMR): Software that healthcare providers use to input patient data, such as medical history, diagnoses, treatment plans, medications, and test results.
• Patient Engagement (PE): Software that shows patients the wait times at various clinics, allows patients to reserve a spot in line if there's a wait, and book the appointment.
• Practice Management (PM): Software that the clinic front desk staff uses to register the patient once they arrive for their appointment.
• Billing and Revenue Cycle Management (RCM): Software that manages coding, billing and payer contracts for clinics so they don’t have to.
• Teleradiology: Board certified radiologist providing accurate and timely reads of results from X-rays, CT scans, MRIs, and ultrasounds, for our urgent care clients.
• Consulting: Consulting services for urgent care clinics to assist with opening, expanding and enhancing client's businesses