Client Success Manager

About Us

At Alteva RCM, we're dedicated to helping healthcare providers thrive through expert revenue cycle management, strategic insight, and innovative solutions. We're always looking for passionate, driven professionals who want to make a meaningful impact, grow their careers, and be part of a collaborative team committed to excellence.

Position Summary

The Client Success Manager serves as the primary relationship owner for assigned physician and practice clients, ensuring a high-quality client experience, strong retention, and measurable operational success across the revenue cycle partnership. This role acts as the central bridge between clients and internal teams including billing, coding, authorizations, intake, and accounts receivable to ensure issues are addressed promptly, expectations are aligned, and client goals are translated into operational follow-through.

The Client Success Manager is responsible for maintaining trust-based client relationships, driving proactive communication, managing escalations with professionalism and urgency, and identifying opportunities to improve client performance and long-term partnership value. This role requires strong healthcare acumen, professional presentation, sound judgment, executive-level communication, and the endurance to navigate complex client needs while maintaining internal accountability and service consistency.

Key Responsibilities

Client Relationship Management & Retention

Serve as the primary point of contact for assigned clients, building strong relationships with physicians, practice leaders, and administrative stakeholders
Develop a strong understanding of each client's priorities, pain points, and success metrics to support retention and long-term partnership growth
Conduct regular client meetings and business reviews to maintain alignment, reinforce value, and proactively address risks
Identify signs of client dissatisfaction or service gaps early and coordinate action plans to protect retention

Client Performance Oversight & Accountability

Monitor client performance across revenue cycle functions, including claim flow, collections trends, denials, AR concerns, and unresolved operational issues
Translate operational performance into clear client-facing insights, action items, and priorities
Drive accountability across internal teams by tracking commitments, deliverables, and next steps through resolution
Support onboarding and stabilization for new or expanding client accounts

Strategic Communication & Issue Resolution

Lead client communication related to service performance, operational updates, and escalations with confidence and professionalism
Manage sensitive conversations with diplomacy, especially when addressing dissatisfaction, operational challenges, or shared accountability
Prepare for and lead client meetings with clear agendas, status updates, and follow-up actions
Ensure major concerns, decisions, and requests are documented clearly and communicated to the appropriate stakeholders

Cross-Functional Collaboration

Partner closely with Billing, AR, Coding, Authorizations, Intake, and other teams to align client needs with operational execution
Coordinate resolution of client-specific issues impacting reimbursement, reporting, denials, claims, or workflow continuity
Advocate for the client internally while reinforcing realistic expectations and process discipline
Collaborate with leadership on at-risk accounts, major escalations, and service improvement opportunities
Identify recurring themes across accounts and partner cross-functionally to improve client outcomes and consistency

Reporting, Insights & Continuous Improvement

Maintain visibility into account health, client sentiment, unresolved issues, and escalation trends across assigned accounts
Provide leadership with clear updates on account status, retention risk, and service concerns
Track recurring issues to identify root causes and opportunities for operational improvement
Help standardize client success processes, communication cadences, and account management best practices

Qualifications

5+ years of experience in healthcare account management, client success, physician relations, revenue cycle, medical billing, or a related client-facing healthcare operations role
Strong understanding of healthcare operations, preferably with exposure to revenue cycle, billing workflows, denials, collections, and reimbursement drivers
Demonstrated ability to manage client relationships, navigate escalations, and drive cross-functional follow-through in a service environment
Strong communication and interpersonal skills, with the ability to build trust and handle difficult conversations with professionalism and tact
Highly organized, detail-oriented, and able to manage multiple priorities effectively
Comfortable using reporting and operational data to support client discussions and internal accountability
Resilient, composed, and growth-oriented, with the ability to perform well in high-pressure situations

Preferred Qualifications

Experience in a medical billing company, RCM environment, or physician practice support setting
Experience supporting physician clients, medical groups, or provider organizations in a relationship management or operational liaison role
Working knowledge of payer behavior, denial trends, credentialing dependencies, and front-to-back revenue cycle operations
Experience leading client meetings, business reviews, or performance discussions with external stakeholders
Familiarity with healthcare reporting tools, EMRs, billing platforms, PowerBI and Microsoft Office

Performance Metrics

Performance against client service goals and operational follow-through
Client retention rate across assigned accounts
Client satisfaction and relationship health
Timeliness and effectiveness of issue resolution and escalation management
Reduction in recurring client issues and preventable escalations
Onboarding and stabilization success for new or transitioning accounts
Accuracy and timeliness of account updates, risk reporting, and internal coordination

Benefits

Alteva RCM offers our employees a comprehensive benefits package, including health, dental, vision, employee assistance plan, paid family leave, short-term disability and life insurance. We also provide a 401(k) plan with employer match, flexible spending accounts, employee discount program and an employee referral program.