Director, Customer Success

Job Title: Director of Customer Success

Overview: The Director of Customer Success works closely with the Vice President of RCM Services. This role is primarily responsible for supporting sales as a subject matter expert, advising customers and internal users on revenue cycle software products, and guiding development on software enhancements.

Key Responsibilities:

• Customer Advocacy:

  • Collaborate with the Revenue Cycle Product Manager as the “voice of the customer” to modify and enhance software products.
  • Participate in customer and prospective customer meetings as a subject matter expert on MEDHOST software products and services.
  • Meet with customers regularly (up to 50% travel, typically 10-20%).

• Process Improvement:

  • Work with internal and external users to develop efficient processes for revenue cycle activities using MEDHOST software.
  • Assist in documenting these processes.

• Vendor Management:

  • Advise on the selection and management of vendors for billing and collecting.
  • Work with third-party vendors on operational enhancement opportunities.

• Sales Support:

  • Support the Sales Team by answering hospital operation questions and educating them on software and services.
  • Assist the Sales Team throughout the sales process as a subject matter expert on prospective customer opportunities.

• Marketing Collaboration:

  • Collaborate with the Marketing Team to create marketing materials, sales campaigns, and white papers related to RCM Services.

• Reporting and Analysis:

  • Review revenue reports for customers and prospective customers to identify AR issues or opportunities, including AR Aging, Unbilled, Denials, Patient Access, and Insurance Eligibility.

• Expense Management:

  • Manage expenses efficiently, including travel and customer entertainment.

• Industry Knowledge:

  • Stay current on industry trends, market activities, and competitor offerings.