Rev Cycle Customer Success Manager

Responsibilities

• Work directly with CEO, Head of Business Operations, and Head of Clinical Operations to own relationships with provider groups, ensuring satisfaction and retention.
• Serve as primary point of contact and subject matter expert for RCM-related questions, issues, and escalations.
• Onboard new customers, ensuring smooth implementation of platform and services, including integrations with staff and billing vendors.
• Manage and monitor third-party billing partner relationships, holding vendors accountable to benchmarks and SLAs.
• Oversee front-end RCM operations: prior authorizations, insurance eligibility verification, patient benefit checks.
• Monitor back-end RCM operations: AR work-down, denial management, appeals, collections.
• Create and present monthly reports on clinical and financial outcomes.
• Identify revenue leakage and reimbursement gaps; collaborate on remediation.
• Gather and relay RCM feedback to inform product development.
• Collaborate with sales and tech teams for seamless customer journey.
• Respond to ad hoc clinic and patient requests.

Requirements

Experience & Domain Knowledge

• 7–10 years in RCM leadership or customer-facing revenue operations in MSK, orthopedic, or procedural specialties.
• Hands-on experience managing third-party billing vendors (performance oversight, SLA enforcement, escalations).
• Deep knowledge of RCM in procedural specialties: front-end (prior authorizations, eligibility, benefits) and back-end (AR, denials, appeals, collections).
• Strong knowledge of coding/billing for pain management/orthopedics: CPT, ICD-10, HCPCS, modifiers, bundling, global periods.
• Professional coding certification (CPC, CCS, COC) or Health Information Management degree (plus); specialty credentials like COSC/CASCC (plus).

Execution & Analytics

• Translate RCM data into executive insights and action plans.
• Build/interpret RCM dashboards (days in AR, denial rate, clean claim rate, collection rate).
• Manage complex multi-stakeholder projects independently.

Soft Skills

• Strong communicator and relationship builder.
• Thrives in fast-paced startup environment.
• Comfortable with Google Drive/Microsoft Office, EHRs, practice management systems, clearinghouses.

Compensation & Benefits

• Competitive salary & meaningful equity.
• Unlimited PTO.
• Fully-distributed remote-first culture with NYC office option.