Nourish

Manager

• 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.

RCM Manager

Customer Support

• Provide exceptional customer support across phone, email, and chat, answering questions and resolving customer issues with professionalism and empathy.
• Troubleshoot common technical issues and guide customers through account management, billing, and service usage inquiries.
• Document customer interactions accurately in our systems, ensuring that all cases are tracked and followed up on if necessary.
• Collaborate with cross-functional teams to escalate and resolve more complex issues, especially those requiring input from Engineering or Product teams.
• Identify areas for process improvement, reporting trends in customer issues or feedback, and suggesting enhancements to workflows or systems.
• Maintain a deep understanding of Nourish’s products and services, staying informed of new features or changes, and ensuring that all customer communications reflect up-to-date information.
• Support weekend operations, including one weekend day per week, ensuring our customers always have access to support when they need it.
• Contribute to customer feedback loops by relaying insights to the Product and Marketing teams, helping inform product development and customer engagement strategies.

RCM Manager

Customer Experience Associate