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.

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)

RCM Client Experience Specialist

Key skills