AxisCare Home Care Software

Onboarding Specialist

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Customer Onboarding Manager

Customer Success Manager

• Own customer satisfaction for RCM customers and drive measurable improvement over time.
• Build and run an RCM customer feedback program (CSAT collection, reporting, and action plans).
• Execute a consistent customer engagement cadence 30/60/90-day check-ins starting after onboarding and first claim/bill.
• Ongoing baseline support and proactive touchpoints.
• Quarterly CSAT trend reviews and improvement planning.
• Manage customer escalations related to satisfaction drivers.
• Triage and coordinate work across Billing, Onboarding/Implementation, and Product/Support, ensuring clear ownership, deadlines, and customer updates.
• Track and improve operational performance metrics (i.e. ticket volume, time to resolution, and customer health score).
• Use tools and data to identify trends, root causes, and repeat issues and partner internally to prevent them.
• Maintain strong documentation in internal systems so work is visible, repeatable, and measurable.

RCM Client Experience Specialist

• Develop and maintain strong relationships with high-value clients, serving as their primary point of contact.
• Create and implement a comprehensive customer success strategy for high-value accounts, aligned with their goals and our company's objectives.
• Facilitate the successful onboarding of new clients, ensuring a seamless transition and positive initial experience.
• Identify opportunities for account expansion and revenue growth within high-value clients.
• Monitor customer health and proactively address any potential risks or issues that may impact customer satisfaction or retention.
• Be the voice of the customer within the organization, providing feedback, insights, and recommendations to drive product enhancements and improvements.
• Collaborate with internal teams to mitigate churn risks for high-value clients.

Product Manager

• Align product strategy to market demand through market, competitive, and win/loss analysis
• Understand priority needs of existing customers first-hand, collaborate with the Customer Success and Support teams
• Understand prospect needs collaborating with Sales and Marketing and home care industry research
• Understand company strategy and direction working with the AxisCare leadership team
• Participate in client meetings, industry conferences and prospect meetings as necessary
• Deliver products to market through efficient execution that includes accurate opportunity assessments, appetite, product roadmaps, project definition, collaborating with UX design, educating organization, tracking customer adoption along with other relevant KPIs to determine success
• Coordinate go to market activities across product development, sales, marketing, and support
• Partner with other product leaders to understand high-value solutions planned for upcoming development cycles understanding appetite for amount of effort the company is willing to invest framing the projects for UX design
• During shaping of projects for development and during the development cycle, provide answers to the development teams as needed to mitigate impediments and adjust plans as needed to accomplish the teams’ delivery goals while maximizing value to the customers

Full-stack Engineer

• Collaborating with our product leaders to spike out possibilities and get the technical details right for new features
• Mentoring junior and mid-level engineers to help them level up, especially in their understanding of object-oriented programming and code design
• Coding backend business logic, further developing our API for client and customer use, integrating with third-party APIs, building out the frontend UI, and tackling issues throughout the codebase
• Working to improve system performance and resilience, upgrade our underlying tech stack, and automate tedious manual processes to lighten the maintenance load of the whole team
• Leading project teams to ship, help navigate tough technical challenges, and seek out opportunities for the professional growth of others

Senior Software Engineer, OOP Expert – Team Lead

Platform Engineer

• Architect and manage AWS infrastructure that supports a high-availability PHP/JavaScript application stack using Terraform to define and provision resources.
• Own and improve the CI/CD pipeline built with GitHub Actions and CodePipeline to support reliable deployments with fast feedback to the devs.
• Lead initiatives to scale and tune our MySQL-based data layer, including replication, backups, monitoring, and performance optimization.
• Ensure our environments meet security and compliance standards (e.g., HIPAA, SOC 2) and participate in security reviews, incident response planning, and disaster recovery readiness.
• Design network architecture and IAM policies to minimize risk and follow best practices.
• Define and refine lightweight, high-leverage processes —automating where it counts, documenting the important stuff, and avoiding ceremony that doesn't add value.
• Expand system observability via metrics, logging, and alerting across our stack.
• Advocate for DevOps best practices across engineering.

Customer Onboarding Manager

RCM Client Experience Specialist

Customer Success Manager

Product Manager

Senior Software Engineer, OOP Expert – Team Lead

Senior Platform Engineer