The Sales and Client Success Coordinator is responsible for managing revenue cycle management (RCM) service support and communication for our smaller members and analysing product usage across our entire member base. You will leverage mass communication technology and work queue management to deliver the liaison and advisory role at scale working to ensure a successful delivery of our RCM services. You will provide solutions to the challenges faced by WebPT RCM members, supporting a primary communication line between members and our RCM Operations team. You will also coordinate with the Account Management team, providing analysis of usage of WebPT products by their members.
What You’ll Be Doing As A Part of Our Team
Member Engagement & Relationship Management:
Serve as the primary point of contact for assigned RCM members, ensuring quality service and member retention.
Build and maintain trust through consistent communication with external members and internal teams.
Send regular emails to RCM member leadership intended to deliver status updates,
and insights into member financial results and KPIs.
Participate in development of tech touch campaigns to drive improved member health.
Identify recent programs that will enable member value and outcomes in a repeatable and scalable way.
Address inbound client emails though Salesforce/Gainsight queue.
Collaborate with Client Success Manager(s), Product, IT and other applicable departments to ensure Member expectations are met.
Participate in Member meetings as subject matter expert for RCM service offerings.
Leverage available RCM metrics, detect abnormal trends, and work with Members and RCM Operations Team to resolve issues quickly.
Manage member RCM health by tracking key metrics, documenting activities in Salesforce & Gainsight, and escalating issues to prevent client attrition.
Address concerns from NPS (Net Promoter Score) surveys and proactively identify and mitigate churn risks.
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