Client Success Manager (US Healthcare) | Permanent WFH

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Requirements:

• 5+ years of experience in client success or account management within the healthcare industry
• In-depth knowledge of US Healthcare systems and regulations and familiarity with HIPAA
• Strong knowledge of US healthcare operations, revenue cycle management, and regulatory compliance.
• Strong experience in managing complex client portfolios and ensuring client satisfaction
• Ability to analyze data and derive actionable insights for clients
• Proven track record in identifying and capitalizing on upselling opportunities
• Self-motivated with strong organizational skills and attention to detail
• Amenable to working on flexible hours to accommodate US time zones
• Excellent interpersonal and communication skills, both written and verbal.
• Proven ability to analyze data, prepare reports, and make strategic recommendations.
• Proficiency in CRM tools and healthcare software, such as EMR/EHR systems, claims management platforms, and reporting tools.
• Exceptional organizational and problem-solving skills with the ability to multitask in a fast-paced environment.

Responsibilities:

• Serve as the primary liaison between the company and clients, fostering strong, long-term relationships.
• Proactively address client concerns, identify opportunities for improvement, and ensure timely resolution of issues.
• Regularly communicate with clients to understand their needs, goals, and challenges.
• Onboard new clients, ensuring a seamless transition and understanding of the company’s services.
• Monitor client account performance, including service delivery, KPIs, and SLAs, ensuring consistent quality.
• Identify opportunities for account growth through upselling or cross-selling additional services.
• Utilize knowledge of US healthcare systems, regulations, and payer-provider relationships to better serve client needs.
• Stay informed on industry trends, including changes in healthcare regulations, reimbursement models, and technology.
• Provide insights and guidance to clients on optimizing revenue cycles, compliance, and operational efficiency.
• Act as the voice of the client within the organization, advocating for their needs and priorities.
• Collaborate with internal teams, including recruitment, HR and IT, to address client requirements effectively.
• Deliver regular performance reports to clients, highlighting achievements, areas of improvement, and actionable recommendations.
• Conduct business reviews to ensure alignment between client goals and service delivery.
• Provide clients with ongoing training and resources to maximize their use of the company’s services and tools.
• Host webinars, workshops, and training sessions as needed.
• Quickly identify and address client concerns, coordinating with internal teams to implement solutions.
• Analyze root causes of recurring issues and develop strategies to prevent them.