Director, Client Success - Underpayments

Our Company:

Start your next chapter at Revecore! For over 25 years, we’ve been at the forefront of specialized claims management, helping healthcare providers recover meaningful revenue to enhance quality patient care in their communities. We’re powered by people, driven by technology, and dedicated to our clients and employees. 

 

As part of our team, you’ll be rewarded with: 

• Comprehensive medical, dental, vision, and life insurance benefits from the start of your employment 
• 12 paid holidays and flexible paid time off    
• 401(k) contributions   
• Employee Resource Groups that build community  
• Career growth opportunities   
• An excellent work/life balance 

Location: Remote – USA  

 

As Revecore’s Director, Client Success, you will:

Own and oversee relationships with Revecore’s Underpayments hospital/health system customers. The Director of Client Success is responsible for the client relationship from client onboarding through the life of the contract. Drawing upon the ability to manage accounts and build relationships, the Director of Client Success will be a strategic thinker who can strike the appropriate balance between the customer's needs and the company's business objectives. The Director of Client Success will develop deep relationships with executive champions and revenue cycle leadership, to assess existing workflows and make recommendations to ensure alignment with and achievement of mutual goals. This role will proactively engage in the day-to-day management of assigned accounts, including effective collaboration with internal Operations and Sales teams to drive client profitability. This role requires an experienced professional with keen attention to detail who is articulate, credible, and data driven with a passion for building strong relationships to ensure customer success and satisfaction.

 

The Role: 

• Serve as the primary point of contact for all client needs through the full client life cycle; serve as liaison on all operational items including results, findings, scope of work, service levels and account inquiries
• Build strong, long-term relationships with customers by regular communication and efficiently resolving issues through collaboration with appropriate stakeholders
• Prepare and present monthly reporting and quarterly executive performance reviews to ensure customer alignment and ongoing delivery of value
• Monitor daily/weekly/monthly performance trends and analyze data to proactively engage Operations and Product teams to mitigate performance issues
• Analyze client trends and make recommendations to adjust strategy to ensure successful achievement of objectives
• Serve as a trusted advisor to influence appropriate service scope and effectively manage objections
• Maintain high levels of account hygiene by ensuring contract and scope compliance, appropriate documentation and effective communication across both internal and external stakeholders to ensure alignment and transparency
• Manage the health of each client, identifying client risk, and working with extended Revecore teams to define plans to manage clients to a healthy status
• Collaborate with Sales, Client Engagement, Operations and Executive Leadership to promote client retention, satisfaction, and growth; ensure awareness of Client activities and drive collaboration between Sales/Client Engagement and Client Success toward account team goals
• Responsible for Client Satisfaction in assigned book of business as measured by client satisfaction surveys, NPS, KLAS ratings, retention, reference ability and profitability
• Promote advocacy efforts by identifying and driving opportunities for case studies and testimonials

You will be successful if you have:

• 5-8 years of Customer Success Management experience.
• Experience from the healthcare industry (preferably serving large hospitals or hospital systems with services or software related to revenue cycle). 
• Bachelor's degree in business, healthcare administration or another healthcare-related field
• Strong technical skills; proficiency with business intelligence platforms, spreadsheets, and presentation tools
• Experience with CRM