Customer Experience Associate
Nourish
Spring
Job Level
Mid-LevelSenior
Tech Stack
Spring
About the role
- Manage and lead a team of RCM Associates, providing ongoing performance feedback, coaching, and career development.
- Oversee day-to-day RCM operations, ensuring workflows are executed accurately and efficiently with a focus on patients.
- Lead hiring, onboarding, and training initiatives to scale the RCM Associate team.
- Identify and implement workflow optimizations to improve collections, patient experience, and operational efficiency.
- Act as a cross-functional liaison between RCM, Engineering, Credentialing, Customer Experience, Clinical Operations, and external billing vendors.
- Support new product and contract activations, ensuring smooth operational launches for new business lines.
- Own and drive ad-hoc operational projects to support business growth and process improvement.
- Develop and manage key performance metrics to track team productivity and workflow success.
- Report directly to the Head of RCM and collaborate across Engineering, Credentialing, Customer Experience, Clinical Operations, and vendors.
Requirements
- 5+ years of Management experience, with at least 2 years managing a team of 3 or more.
- Experience building relationships and cross-functional collaboration, partnering across technical, operational, and external teams.
- Strong communicator able to tailor messaging for different audiences.
- Patient-centric approach focused on delivering best-in-class patient experience.
- Bias for action; proactive, independent problem-solver who thrives in dynamic environments.
- Tech-savvy; experience with Front, Aircall, Intercom, and ability to learn new systems quickly.
- Highly organized and detail-oriented; able to maintain structure as processes evolve.
- Experience in telehealth, healthcare operations, or healthtech companies is a strong plus.
- Must be legally authorized to work in the U.S.
