About Raintree Systems
Founded in 1983 and headquartered in Chandler, AZ, Raintree is a leading AI-powered EMR and practice management platform built specifically for physical, occupational, speech therapy, and ABA organizations. Powering millions of patient visits across thousands of locations, our award-winning, all-in-one software connects clinical, billing, and operational workflows—reducing administrative complexity and empowering therapy providers to scale with confidence and deliver superior patient care.
CLIENT RELATIONSHIP MANAGER - RCM SERVICES
Remote U.S. (designated states)
Department: RCM
The Client Relationship Manager (RCM Services) role includes managing customer satisfaction for Raintree Systems' RCM Division customer base. This position encompasses all aspects of customer contact and facilitates relations between the client practice and Raintree Systems. They serve as the main point of contact for clients, ensure client retention and satisfaction with Raintree's Revenue Cycle Management services, and help manage customer expectations regarding medical billing, claim processing, and practice revenue goals.
Duties and Responsibilities:
- Responsibilities include the exercise of financial discretion and financial independent judgment with respect to matters of financial significance, including the evaluation of key RCM performance metrics, claim denial trends, and practice accounts receivable (A/R) health. The exercise of discretion and independent judgment involves the comparison and evaluation of possible courses of conduct, and acting or making a decision after the various possibilities have been considered relative to the financial importance or consequence of the client's revenue cycle.
- Customer contact in handling an RCM question, billing inquiry, or workflow problem, keeping the customer updated with timely and frequent information about progress towards resolving the issue.
- Facilitate a resolution by bringing together the appropriate Raintree staff members (such as RCM specialists, billing managers, and technical support). Implement a procedure that ensures the underlying revenue cycle problem does not occur again.
- Continue to maintain assigned RCM clients by providing the best possible healthcare billing and account management service.
- First line support on the phone, answering 90% of all inbound customer support calls regarding Raintree RCM services and platform usage.
- Visit Raintree RCM customers that would benefit / appreciate a site visit (with the aim of improving customer relations, revenue cycle service, and improving the image of Raintree Systems to healthcare practices).
- Build customer trust by following through with RCM deliverables and promises, presenting Raintree Systems in a positive light.
- Look at and assist the customer journey through Raintree Systems, from RCM onboarding and billing setup to ongoing revenue management, from start to finish.
- Suggest and implement changes to RCM processes that will positively affect the customer and improve the relationship we have with them.
- Attend Transition calls (all) for incoming RCM clients.
- Attend Kick off calls (some) for new Raintree Systems implementations.
- Work with the RCM Department Supervisor to deal with billing complaints, claim escalations, and find solutions for customers’ RCM problems.
- Be available to assist Client Support Associates (CSAs) in customer relations issues and in contacting RCM customers – Help manage customer expectations regarding medical billing timelines and payer behavior.
- Attend training seminars, workshops, and healthcare billing conferences with the aim of staying up-to-date on regulatory changes, improving customer relations and service, and improving the image of Raintree Systems to customers.
- Identify sales opportunities for current and potential RCM clients (such as additional Raintree software modules or enhanced billing services), and sell the product or service, or forward the…