Customer Experience Manager

Brightree is a company focused on enhancing customer experience and operational efficiency. The Customer Experience Manager will act as a liaison between RCM customers and operations, ensuring effective communication, onboarding new customers, and analyzing business performance metrics to drive improvements.

Responsibilities:

• Build and foster strong relationships with customers and business partners
• Onboarding new customers to RCM which includes organizing all onboarding calls and focused calls with Operational teams and providing necessary Go Live details to the Analytics team for customer setup
• Manages all email communication and Salesforce cases created by customer and RCM Operations teams regarding assigned customer base
• Performs Monthly Business Analysis around RCM related performance for assigned customer base: Including but not limited to- Denials Analysis/Trending, Outstanding Sales Orders, Unposted Deposits, AR Aging, AR Activity Trends
• Attend internal Operations meetings with teams regarding outstanding issues/questions regarding assigned customer base
• Keeps RCM Enabled Payer List Updated Monthly
• Provides leadership and motivation by addressing clear expectations, communicating specific performance feedback to the Operations teams, to ensure timely and thorough performance reviews using internal measurement/monitoring standards
• Assist Customers and RCM Operations with End of Month Processes to ensure timely closure of customer GL Periods
• Collaborates with worldwide resources to ensure effective knowledge, information sharing, and quick resolution of service performance issues
• Collaborates with all departments on any process gaps and initiates discussions for resolution
• Acts as a liaison between all Brightree departments, ensuring timely communication and follow-up through proactive monitoring of the operational workflow and processes, working with the Sr Director & Director of Operations
• Ensures adherence to objectives, operating policies and procedures, and strategic action plans for achieving goals

Requirements:

• Passionate about customer service, with strong problem-solving skills focused on identifying and putting in place solutions for customers
• Computer literate and proficient in using MS office programs
• Analytical Thinker: Ability to solve issues quickly and effectively through a methodical, systematic approach
• Must have excellent attention to detail and an understanding of how to investigate and troubleshoot issues and find workarounds
• The ability to work in a fast-paced environment
• Strong ethics and a high level of personal and professional integrity
• An effective communicator with strong oral, written, and persuasive skills and the capability to deal with people at all levels in the organization
• Exceptional organizational skills with a high level of attention to detail and the ability to multitask
• Self-starter, results-driven, highly motivated, high energy
• Brightree software and/or DME Billing Experience
• Bachelor's Degree
• Minimum of 5 years of related experience
• Salesforce
• Smartsheet
• Advanced Proficiency in Microsoft Excel
• Knowledgeable of federal and state laws and requirements relating to healthcare management