Client Success Manager

Key Responsibilities

• Serve as the primary point of contact for assigned clients, building strong relationships with physicians, practice leaders, and administrative stakeholders
• Develop a strong understanding of each client’s priorities, pain points, and success metrics to support retention and long-term partnership growth
• Congduct regular client meetings and business reviews to maintain alignment, reinforce value, and proactively address risks
• Identify signs of client dissatisfaction or service gaps early and coordinate action plans to protect retention
• Monitor client performance across revenue cycle functions, including claim flow, collections trends, denials, AR concerns, and unresolved operational issues
• Translate operational performance into clear client-facing insights, action items, and priorities
• Drive accountability across internal teams by tracking commitments, deliverables, and next steps through resolution
• Support onboarding and stabilization for new or expanding client accounts
• Lead client communication related to service performance, operational updates, and escalations with confidence and professionalism
• Manage sensitive conversations with diplomacy, especially when addressing dissatisfaction, operational challenges, or shared accountability
• Prepare for and lead client meetings with clear agendas, status updates, and follow-up actions
• Ensure major concerns, decisions, and requests are documented clearly and communicated to the appropriate stakeholders
• Partner closely with Billing, AR, Coding, Authorizations, Intake, and other teams to align client needs with operational execution
• Coordinate resolution of client-specific issues impacting reimbursement, reporting, denials, claims, or workflow continuity
• Advocate for the client internally while reinforcing realistic expectations and process discipline
• Collaborate with leadership on at-risk accounts, major escalations, and service improvement opportunities
• Identify recurring themes across accounts and partner cross-functionally to improve client outcomes and consistency

Qualifications

• 5+ years of experience in healthcare account management, client success, physician relations, revenue cycle, medical billing, or a related client-facing healthcare operations role
• Strong understanding of healthcare operations, preferably with exposure to revenue cycle, billing workflows, denials, collections, and reimbursement drivers
• Demonstrated ability to manage client relationships, navigate escalations, and drive cross-functional follow-through in a service environment
• Strong communication and interpersonal skills, with the ability to build trust and handle difficult conversations with professionalism and tact
• Highly organized, detail-oriented, and able to manage multiple priorities effectively
• Comfortable using reporting and operational data to support client discussions and internal accountability
• Resilient, composed, and growth-oriented, with the ability to perform well in high-pressure situations

Preferred Qualifications

• Experience in a medical billing company, RCM environment, or physician practice support setting
• Experience supporting physician clients, medical groups, or provider organizations in a relationship management or operational liaison role
• Working knowledge of payer behavior, denial trends, credentialing dependencies, and front-to-back revenue cycle operations
• Experience leading client meetings, business reviews, or performance discussions with external stakeholders
• Familiarity with healthcare reporting tools, EMRs, billing platforms, PowerBI and Microsoft Office

Performance Metrics

• Performance against client service goals and operational follow-through
• Client retention rate across assigned accounts
• Client satisfaction and relationship health
• Timeliness and effectiveness of issue resolution and escalation management
• Reduction in recurring client issues and preventable escalations
• Onboarding and stabilization success for new or transitioning accounts
• Accuracy and timeliness of account updates, risk reporting, and internal coordination

Pay Range

$100,000 - $125,000 USD

Benefits

Alteva RCM offers our employees a comprehensive benefits package, including health, dental, vision, employee assistance plan, paid family leave, short-term disability and life insurance. We also provide a 401(k) plan with employer match, flexible spending accounts, employee discount program and an employee referral program.