RCM Customer Success Manager

Job Description – RCM Customer Success Managerub

(Internal Title:ub RCM Client Experience Specialist)
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Reports To - Director of RCM Business Developmentub ub

Department -ub RCMub ub

Location -ub Remoteub ub

Role Type -ub Full-Timeub ub

Experience Level -ub Mid-Levelub ub

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Summaryub ub

Theub RCM Client Experience Specialistub is responsible for protecting and improving customer satisfaction for customers usingub AxisCare'sub 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.ub ubub ub

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The RCM Clientub Experienceub ub Specialistub works alongside customers' primary Customer Success Manager when clients have opted into RCM services, ensuring a coordinated and positive overall experience.ub ubThis role alsoub partners closely with Billing, Onboarding, and Product/Support to triage issues, driveub timelyub resolution, and reduce repeat friction.ub ubub ub

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Key Responsibilities

• Own customer satisfaction for RCM customers and drive measurable improvement over time
  
• Build and run an RCM customer feedback program (CSAT collection, reporting,ububandububactionububplans)
  
• Execute a consistent customer engagement cadence
  
  • 30/60/90-day check-ins starting after onboarding and first claim/bill
    
  • Ongoing baseline support and proactive touchpoint
    
  • Quarterly CSAT trend reviews and improvement planning
    
• Manage customer escalations related toububsatisfactionububdrivers
  
• Triage and coordinate work across Billing, Onboarding/Implementation, and Product/Support,ububensuring clear ownership, deadlines, and customer updates
  
• Track and improve operational performance metrics (i.e.ububticket volume, time to resolution,ububandububcustomer health score)
  
• Use tools and data toububidentifyububtrends, root causes, and repeat issuesububandububpartner internally to prevent them
  
• Maintain strong documentation in internalububsystemsububso work is visible, repeatable, and measurable.
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What We're Looking For (Required Qualifications)ub ub

• Experience managing customer relationships and driving customer satisfactionub ub
  
• Background in customer success, account management, or customer service
  
• Proven ability to manage escalations and coordinate cross-functional team
  
• Strong communication, documentation, and follow-through
  
• Comfortable working withububdataub ub

What We'd Be Excited to Find (Preferred Qualifications)ub ub

• Experience in home care or home health
• 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)
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Working Conditionsub ub

• Manual dexterityububrequiredububto use desktop computer and peripheralsub ub
• Utilizationububofububsoftware (Asana, Zendesk, Confluence,ububChurnZero,ububHubspot)ububandububemail to perform job functionsubububub
• Will need to conduct camera-on videoconferencing for customer calls.ubububub

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Compensation andububBenefitsub ub

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

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AboutububAxisCareub ub

According to Pew Research,ububroughly 10,000ububbaby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes.ub ub

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ububAxisCareububwas started in 2011 by industry leaders to help meet the demand for a more user-friendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing,ububpayrollububand much more. Headquartered in Waco, TX,ububAxisCareububhas clients in all 50 states as well as 6 other countriesububWeububare a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment.ububWe are an Equal Opportunity Employer andububcomply withububADA regulations as applicable.ub ub

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