Customer Success Manager

Sift Healthcare is a data science company focused on improving payment operations in the healthcare industry. They are seeking a Customer Success Manager to enhance client relationships and ensure the effective implementation of their revenue cycle management solutions.

Responsibilities:

• Develop Strong Partnerships Internally and with Client Partners: Ensure client satisfaction through development of strong relationships with client counterparts. Own the definition, delivery, and demonstration of client success to exceed client expectations. Ensure internal alignment on client deliverable and timeline prioritization, risks, and opportunities
• Monitor and Measure Success: Provide clients with KPI and insight reports based on your data analysis expertise. This includes the creation of reports and insights leading to performance improvement recommendations during our client partnerships to demonstrate Sift RCM product ROI. Understand client goals (individual and organizational) to inform value measures and definitions of success. Communicate value achievement consistently with internal and client executives
• Deliver Value to Clients Utilizing Sift Products and Processes: Collaborate with internal teams and client counterparts to identify opportunities for client RCM improvement and value achievement using Sift solutions, aligning with client needs and business goals
• Be the Voice of Customer for Product Development: Collaborate with Sift product owners and the development team to shape the product strategy and roadmap for Sift solutions, serving as the voice of customer guiding decisions relative to client usability, value, and business goal achievement
• Deliver High-Quality Work and Ensure Seamless Collaboration: As a growing company, Sift expects team members to perform assignments with a high degree of autonomy. This includes being the front line to respond to client data and analysis requests. Maintain internal and external stakeholder relationships ensuring we exceed delivery and client value generation expectations
• Demonstrate Subject Matter Expertise in Healthcare Revenue Cycle: Utilize your prior experience working in healthcare revenue cycle to be a SME assisting both internal Sift team members as well as your client counterparts in simplifying the complexities of RCM. Maintain current knowledge of best practices and changes that impact the healthcare/RCM industry

Requirements:

• Bachelor's degree in business, engineering, or a related field
• 3-5 years of experience working in healthcare revenue cycle or revenue cycle solutions. Backgrounds in hospital billing, revenue cycle management, consulting or digital health are strong fits for the role
• Advanced knowledge and understanding of end-to-end revenue cycle concepts and terminology (EDI 835/837, CPT/HCPCS, Dx, DRG)
• Exceptional written and verbal communication and analytic skills, with the ability to effectively communicate technical concepts and outcomes to both technical and non-technical audiences
• Strong expectation setting, stakeholder management and collaboration skills are essential
• Proven ability to analyze complex problems, identify user needs, and develop creative solutions
• Ability to thrive in a fast-paced, dynamic startup environment A passion for continuous learning and a desire to stay ahead of emerging trends in AI/ML and healthcare
• Ability to analyze data independently using MS Excel, SQL, and BI Tools and create additional reporting and analytic outputs
• Familiarity with machine learning and AI concepts with EMR and third-party integration experience a plus
• Advanced MS Excel experience is preferred