UnisLink

Customer Success Manager

• Serve as the primary owner of the client relationship and facilitator of high-level contacts and decision-making
• Manage the overall performance and financial health for a portfolio of assigned accounts (book of business)
• Develop a deep understanding of the client’s practice, proactively and professionally communicating performance, trends, and best practices
• Continuously assess client experience and satisfaction, identify opportunities for improvement and work with appropriate resources to implement change
• Act as a subject matter expert for UnisLink Operations (including compliance, core processes, and UnisLink’s reporting and analytics platform)
• Assist clients in becoming expert users of UnisLink’s client facing technology
• Coordinate and manage workflows that require client review and approval
• Participate in the contract renewal process as the primary owner of the client relationship
• Oversee tracking of all special client projects, including creation and development of remediation action plans when needed
• Coordinate and facilitate weekly, monthly, and quarterly performance review, issue triage and communications with key clients and internal stakeholders
• Maintain a high level of knowledge of the RCM industry as well as clients’ market environments
• Take initiative to update job knowledge by participating in self-development or educational opportunities and/or the assignment of new responsibilities
• Provide feedback and support to others involved with client-customer satisfaction
• Establish a reputation as a trusted advisor, internally and externally
• Follow UnisLink’s vision and mission with regards to exceeding customer expectations
• Promote UnisLink’s core values of Respect, Integrity, Customer Focus, and Continuous Improvement
• Ensure confidentiality of sensitive information and that all communications are handled in a manner consistent with compliance policies and actively comply with all UnisLink policies and procedures
• Other duties as assigned.

Client Experience Manager – RCM