Rev Cycle Customer Success Manager
Flagler Health
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Work directly with the CEO, Head of Business Operations, and Head of Clinical Operations to own dozens of relationships with provider groups, ensuring customer satisfaction and retention.
- Serve as the primary point of contact and subject matter expert for all RCM-related questions, issues, and escalations from provider partners.
- Onboard new customers, ensuring fast, smooth implementation of Flagler's tech platform and services - including integration touchpoints with in-house staff and third-party billing vendors.
- Manage and monitor third-party billing partner relationships on behalf of customers, holding vendors accountable to performance benchmarks and SLAs.
- Oversee and advise on front-end RCM operations, including prior authorizations, insurance eligibility verification, and patient benefit checks to minimize claim denials at the source.
- Monitor and guide back-end RCM operations, including accounts receivable (AR) work-down, denial management, appeals, and collections follow-up.
- Create and present monthly reports to customers demonstrating Flagler's impact on clinical and financial outcomes - critical to the core operations and growth of the business.
- Identify revenue leakage and reimbursement gaps across the patient journey and collaborate with customers and billing partners to remediate.
- Gather and relay RCM and operational feedback from customers to Flagler leadership to inform product development.
- Collaborate with sales and tech teams to ensure a seamless customer journey.
- Respond to and resolve ad hoc clinic and patient requests efficiently, enhancing their overall experience.
Requirements
- 7–10 years in RCM leadership or customer-facing revenue operations roles within MSK, orthopedic, or procedural specialties, with hands-on experience managing third-party billing vendors - including performance oversight, SLA enforcement, and escalation resolution.
- Deep working knowledge of RCM in procedural specialties (MSK/Ortho/Pain), including front-end and back-end revenue optimization, denial management strategy, and vendor performance oversight.
- Expertise designing and implementing RCM technologies to augment practice-specific workflows.
- Full-cycle RCM fluency: front-end (prior authorizations, eligibility verification, benefits investigation, pre-certification) through back-end (AR work-down, denial management, appeals, aging bucket strategy, and collections).
- Strong working knowledge of coding and billing as it applies to pain management and orthopedics - CPT, ICD-10-CM/PCS, HCPCS Level II, modifier usage (e.g., 25, 59, XU, LT/RT), bundling edits, and global period policies. The ability to diagnose coding-related revenue issues is essential; production coding is not.
- Professional coding certification (CPC, CCS, COC or equivalent) and/or a degree in Health Information Management is a plus, as are specialty credentials such as COSC or CASCC.
- Ability to translate RCM performance data into executive-level insights and strategic action plans for provider partners.
- Comfortable building and interpreting RCM dashboards (days in AR, denial rate, clean claim rate, collection rate) and driving accountability across internal and external stakeholders.
- Proven ability to manage complex, multi-stakeholder projects independently, prioritize competing deadlines, and deliver results without hand-holding.
- Strong communicator and relationship builder - equally effective presenting monthly performance reports to practice administrators and rolling up your sleeves on a client site visit.
- Strong-willed team player who is open to feedback, adapts quickly, and thrives in a fast-paced, startup environment.
- Comfortable with Google Drive and/or Microsoft Office.
- Familiarity with common EHRs, practice management systems, and clearinghouses.
Benefits
- Adjusted comp - Competitive salary & meaningful equity
- Benefits - Unlimited PTO
- Fully-distributed culture - We are remote first; live and work where you'd like, with an NYC office for folks who want to work together
- Ownership - You'll be our go-to for lots of things
- Growth - You will learn a lot, very quickly
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
RCM leadershipthird-party billing managementdenial managementrevenue optimizationcoding and billingCPTICD-10-CMHCPCS Level IIRCM technologiesfull-cycle RCM
Soft Skills
strong communicatorrelationship builderproject managementadaptabilityteam playerstrategic thinkingdata interpretationcustomer satisfaction focusproblem-solvingpresentation skills
Certifications
CPCCCSCOCHealth Information Management degreeCOSCCASCC