Client Success Manager - CSC

Company Overview:

CareCloud is a leading provider of technology-enabled services and solutions that redefine the healthcare revenue cycle. We provide technology-enabled revenue cycle management and a full suite of proprietary cloud-based solutions to healthcare providers, from small practices to enterprise medical groups, hospitals, and health systems, throughout the United States. Healthcare organizations today operate in highly complex and regulated environments. Our suite of technology-enabled solutions helps our clients increase financial and operational performance, streamline clinical workflows, and improve the patient experience.

Job Summary:

The mission and vision for the Client Success Group or Division is to serve as our client’s trusted advisor and advocate helping them leverage CareCloud’s services and solutions to achieve their goals.  This client-acing role will be directly responsible for managing the relationship of clients in the Client Success Center. The Client Success Manager role owns the client relationship and is influential in shaping the client experience.  The role is oriented to work in partnership with the client’s operational and executive leadership on any Revenue Cycle Management (RCM) and/or product escalations requiring independent judgment, discretion, and subject matter expertise.  This is a highly collaborative and relationship-driven role that requires interaction with every functional area throughout the company.  KPIs include a heavy emphasis on client satisfaction and retention; insight development and application from data analytics, tactical initiative deployment to drive both client and company results; and demonstrated industry expertise and acumen in a high-growth and fast-paced company environment.

Essential Duties and Responsibilities:

Medical Practice Consultant:

• Front and Back Office Workflow assessment and optimization geared towards best practices on:
• Practice management
• Clinical workflows
• Proper Medical Billing and Coding
• Patient Collections
• Healthcare Key Performance Indicators (KPI),
• Reinforces best practice workflows by hosting training with key personnel to improve platform adoption, optimize usage, and enhance user experience
• Provides guidance and up-to-date information around governmental compliance and changes such as HIPAA, PHI, MACRA/MIPS, and overall best practice procedures around the business.

Advocacy

• Works closely with the client’s leadership and operational teams to advocate on behalf of the client and the company
• Meets with clients via on-site visits, teleconference, and/or phone to understand client’s needs on a weekly/bi-weekly, Quarterly, and Yearly basis
• Helps De-escalate risk factors, escalate within cross-functional teams, and business plans and growth
• Executes decision-making around contract changes and updates to ensure alignment with client’s growth and/or changes to their business models

Presentations

• Presents data and trends to executives and leaders of the practice with actionable items and recommendations
• Focuses on presentations on collaboration via a co-source model with key initiatives and projects in mind

Drives Growth

• Looks for opportunities of “pain point” to provide solutions to gain revenue for the company and for the client
• Works closely with the Sales team and other cross-functional departments in executing discovery calls geared toward upsell opportunities.

Desired Competencies, Skills & Experiences: 

• Diagnostic Listening & Adaptive Communication Style
• Consultative and strategic advisor skills
• Judgment & Initiative
• Data Analytics & Critical Thinking
• Influence & Persuasion
• Planning, Execution & Accountability
• Healthcare Industry Knowledge and Expertise in HIPAA, E.H.R., SaaS
• Executive Presence, Strong Business Acumen & Strategic Advisor
• Physician Revenue Cycle, Medical Practice Operations & Clinical Operations experience

Required Qualifications/Skills:

• Three (3) or more years in a client-facing, relationship management role.  
• Three (3) or more years in Revenue Cycle Management, medical practice workflow role.
• Minimum of three (3) years in a Client Success Manager or Client Account Executive role in any type of company
  

Education Requirements: 

• Bachelor's degree from an accredited college or university or equivalent experience.

Supervisory Responsibility: No

Work Location:  CareCloud's Miami Corporate Office with Hybrid Schedule 

Travel Required: 40%

Position Type: Full-Time / Exempt 

EEO Statement: CareCloud is an equal employment opportunity employer

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. This position requires the ability to occasionally lift office products, equipment, and supplies, up to 20 pounds.

ADA Statement: Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that

Benefits:

CareCloud recognizes the importance of benefits and wellness for employees and their families. In addition to time off to support work-life balance and enjoyment, we offer a comprehensive benefits package designed for employees’ individual needs (including domestic partners).

• Healthcare – A choice of medical plans designed to meet your individual needs
• Dental & vision
• 401(K) with company match
• Flexible spending accounts (health & dependent care)
• Company-paid life insurance (accidental and supplemental coverage at low cost)
• Company-paid Short and Long term disability
• Voluntary benefits 
• Flexible PTO and Paid Holidays

Salary : $45,000 - $65,000