Client Success Manager

WHO WE ARE

Encoda is the leading claims and denials software solution that acts as the connective tissue between practice management systems, clearinghouses, and payers. In turn, we give practices greater visibility into their claims data, allowing them to address denials more efficiently – and more profitably. Drawing from 30 years’ experience developing and implementing revenue cycle software solutions, the team at Encoda is dedicated to revolutionizing healthcare reimbursement automation. And by doing so, Encoda is enabling customers to grow their businesses while significantly reducing back-office resources.

Today, Encoda realizes the true intention of healthcare reimbursement by enabling our clients to collect the most amount of money, in the shortest amount of time, as cost effectively as possible. How do we do that? By using our customizable, rules-based solution to bridge the workflow gaps between payers, clearinghouses, and practice management systems – allowing our customers to get every penny possible from the payers.

WHO YOU ARE

As Client Success Manager, you will be a trusted advisor to our  clients, using your RCM product and industry expertise, along with your consulting skills, to solve their most critical business challenges. The Client Success Manager maintains long-term relationships with our clients to gain an understanding of the client’s organization, their business goals, and identify key opportunities for Encoda to continue solve their business challenges. This is an ongoing client relationship management role that will be responsible for retention, entrenchment, expanding offerings, which will subsequently drive revenue, and margin growth for Encoda.

• Drive accountability for delivering the end-to-end client experience from sales to post go-live adoption in order to achieve a long-term and value-added relationship
• Maintain and expand the relationships with Encoda’s clients while supporting the optimization of their revenue and developing value-adds, contributing to a strategic and successful client relationship
• Provide input and guidance based on level of expertise of subject matter to clients related to denials, payor regulations and guidelines, etc.
• Identify trends impacting the financial health of the client (both positive and negative) and communicate back to the customer what caused the trend
• Respond promptly to client needs in coordination with our client support teams, solicit feedback to improve service, respond to requests for assistance, and meet all client commitments
• Advocate for our clients internally and serve as an ambassador externally
• Manage and track KPI’s in the billing process for clients by working with internal counterparts
• Strengthen relationships and build advocacy with clients while delivering measurable results
• Effectively use data to provide actionable insights resulting in client success stories of value outcomes serving as inputs into client advocacy and reference programs
• Focuses on increasing Net Promotor Scores (NPS) and client retention

OUR CORE VALUES

At Encoda, we do more than profess our values. We practice them through an agreed-upon and shared set of behaviors that make up our DNA. We are clear about what is important to us, and we take care that our intentions, words, thoughts, and behaviors align with those values.

Inclusive: We foster an environment where you can thrive among smart, thoughtful, and humble colleagues.

Collaborative: We have the courage to ask for help and actively listen to our customers and each other.

Authentic: We approach all situations (internal and external) with positive intent and integrity.

Committed: We deliver results with a passion for customer success.

• 5+ years of Physician Practice administration including responsibility for the Revenue cycle within the Practice
• Advanced working knowledge of Physician Practice Management Systems: Athena, Nextech, Nextgen, Greenway, and Advanced MD are preferred
• OR 5+ years of experience in Customer Success, including Healthcare practice management system implementation and/or or fluency in various Physician Practice Management systems including an advanced knowledge of healthcare data and analytics
• Bachelor’s degree preferred
• High degree of fluency in all Microsoft Office applications
• Thorough knowledge of RCM in various healthcare settings
• Experience in leading Revenue Cycle with a Physician Practice preferred.  Strong analytical skills operating within a framework that utilizes well defined metrics and KPI’s
• Proven ability to engage, collaborate, and influence outcomes with multiple executives (decision makers and influencers) across different organizations
• Willingness to travel as needed

• The opportunity to be a part of a leading healthcare IT SaaS organization with a strong mission and set of values
• Competitive compensation  
• Comprehensive benefit package, including medical, dental, vision, disability, and life insurance
• Matching 401k plan and FSA options
• Front-loaded Paid Time Off (PTO) and 10 company-observed holidays
• Cohesive and engaging remote work culture allowing a healthy work-life balance