AxisCare Home Care Software

RCM Client Experience Specialist

AxisCare Home Care Software

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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About the role

  • 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.

Requirements

  • Experience in home care or home health
  • Background in customer success, account management, or customer service
  • Proven ability to manage escalations and coordinate cross-functional teams
  • Strong communication, documentation, and follow-through
  • Comfortable working with data
  • Familiarity with RCM workflows and payer-related operations (VA/Medicaid a plus)
  • Experience running CSAT/NPS programs or customer health scoring
  • Experience working with support/product workflows (e.g., Jira ticketing)
Benefits
  • Competitive salary and comprehensive benefits package.
  • Opportunities for professional growth and career development.
  • Flexible work arrangements, including remote work options.
  • Health, dental, and vision insurance.
  • 401(k) plan with company matching.
  • Company will provide laptop and other needed computer equipment.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer satisfaction managementCSAT collectioncustomer health scoringdata analysisoperational performance metricsescalation managementcross-functional coordinationdocumentation managementRCM workflowspayer-related operations
Soft Skills
communicationdocumentationfollow-throughcustomer engagementproactive supportproblem-solvingorganizational skillscustomer relationship managementteam collaborationadaptability