Client Relationship Coordinator

Posted Sep 21

The Role:

The Client Relations Manager (CRM) plays a pivotal role in cultivating enduring relationships with Prompt RCM clients, ensuring their satisfaction and long-term loyalty. This position is dedicated to resolving issues promptly and effectively, demonstrating a commitment to exceeding client expectations. As a proficient communicator, the CRM adeptly identifies and addresses client needs, collaborating with internal teams to optimize revenue generation and deliver tailored solutions. With a focus on safeguarding client revenue and fostering retention, the CRM serves as a trusted partner in driving mutual success and sustained growth.

Why work for Prompt RCM?

  • BIG Challenges: Here at Prompt, we are solving complex and unique problems that have plagued the healthcare industry since the dawn of time.
  • Talented People: Prompt didn't happen by chance, it's a team of incredibly talented and proven individuals who all made their mark before joining forces to build the greatest software on the planet for rehab therapists.
  • Healthy Approach: This isn't an investment bank, we work long hours when it's needed, but at Prompt you own your workload and the entire organization takes a liking to smart work (over hard work).
  • Positive Impact: Prompt helps outpatient rehab organizations treat more patients and deliver better care with less environmental waste. That means less surgery and less narcotic-based pain treatment, all while turning a paper-heavy industry digital. We aren't enthralled with patting ourselves on the back everyday, but it does feel good :)

Key Responsibilities:

  • Cultivate and nurture strong relationships with key stakeholders among our client base, including executives, department heads, and decision-makers, to foster trust and collaboration.
  • Develop comprehensive plans tailored to each client's unique business objectives and revenue generation goals, leveraging insights from client interactions and industry trends.
  • Provide strategic guidance and consultation to clients, advising on not only optimizing revenue processes but also implementing best practices in healthcare management to drive overall operational efficiency and effectiveness.
  • Proactively schedule and facilitate regular cadence meetings with clients to assess satisfaction levels, address concerns, and identify opportunities for partnership growth and improvement.
  • Serve as the primary point of contact for client inquiries, complaints, and escalations, ensuring timely resolution and effective communication internally and externally.
  • Monitor and enforce adherence to contractual agreements and terms by both Prompt and clients, ensuring mutual compliance and alignment with agreed-upon obligations.
  • Conduct thorough analysis of client data and performance metrics on a regular basis, identifying trends, opportunities, and areas for improvement across the revenue cycle, and collaborating with internal teams to implement actionable solutions.
  • Establish and track key performance indicators (KPIs) in collaboration with clients, setting clear targets and milestones, and working closely with Operations teams to achieve and exceed agreed-upon goals.
  • Foster seamless collaboration and communication with internal departments, including operations, engineering, and senior management, to address clients' evolving needs, facilitate problem-solving, and drive continuous improvement initiatives.
  • Perform all other projects as directed by leadership

Minimum Requirements:

  • A minimum of 3 years of experience in medical insurance claims billing and collection, preferably in a remote work environment, demonstrating comprehensive knowledge of industry-specific processes and requirements.
  • Proven track record of consistently meeting and exceeding performance targets, with a focus on client satisfaction, revenue generation, and other relevant key performance indicators (KPIs).
  • Strong background in customer service, with a demonstrated ability to build rapport, address client needs, and resolve issues effectively. Prior experience in the healthcare industry is advantageous.
  • Experience in tracking and analyzing relevant KPIs, such as customer satisfaction metrics, revenue growth, and retention rates, utilizing data-driven insights to inform strategic decision-making and enhance client relationships.
  • Proficient in Google for Business, MS Office, Excel and Word
  • A customer success-oriented attitude
  • Excellent communication and negotiation skills
  • Problem-solving aptitude

HIPAA Requirements:

All associates are required to comply with the Health Insurance Portability and Accountability Act (HIPAA) regulations regarding the protection of patient health information. This includes adherence to the organization's Notice of Privacy Practices and HIPAA Privacy Policies and Procedures.

The specific statements provided in this job description are not exhaustive and may be subject to change based on evolving business needs. Associates may be required to perform additional duties as assigned.

Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees.

We appreciate your understanding and cooperation regarding this policy. If you have any questions or concerns, please don't hesitate to reach out to our HR department.

Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.