Customer Experience Manager

The Customer Experience Manager will be a liaison between customers and RCM Operations Teams, responsible for building strong relationships, onboarding new customers, and performing monthly business analysis. The role requires strong problem-solving skills, attention to detail, and excellent communication skills.

Requirements

• Build and foster strong relationships with customers and business partners.
• Onboard new customers to RCM, including organizing onboarding calls and providing necessary Go Live details.
• Manage all email communication and Salesforce cases created by customers and RCM Operations teams.
• Perform monthly business analysis around RCM related performance for assigned customer base.
• Attend internal Operations meetings with teams regarding outstanding issues/questions regarding assigned customer base.
• Keep RCM Enabled Payer List Updated Monthly.
• Provide leadership and motivation to Operations teams.
• Assist Customers and RCM Operations with End of Month Processes.
• Collaborate with worldwide resources to ensure effective knowledge, information sharing, and quick resolution of service performance issues.
• Act as a liaison between all Brightree departments.
• Ensure adherence to objectives, operating policies and procedures, and strategic action plans for achieving goals.

Benefits

• Comprehensive medical
• Vision
• Dental
• Life
• AD&D
• Short-term disability insurance
• Long-term disability insurance
• Sleep care management
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Commuter benefits
• 401(k)
• Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP)
• Tuition assistance
• 15 days Paid Time Off (PTO) in the first year of employment
• 11 paid holidays
• 3 floating days
• 14 weeks of primary caregiver leave or 2 weeks of secondary caregiver leave when welcoming new family members