Original listing text, shown exactly as published by the company.
The Role
As an RCM Success Manager, you’ll step into a highly impactful and customer-facing role that combines clinical expertise with strategic client relationship management. After the client completes onboarding with our software-focused CSM team, you’ll take the reins as their primary point of contact—guiding them through their post–go-live journey with both Prompt’s software and RCM service, working alongside their software CSM as needed.
Your mission is to ensure each client not only feels supported and heard, but also empowered to succeed across clinical, administrative, and billing workflows. You’ll be the go-to partner for navigating revenue cycle management questions, identifying growth opportunities, and driving long-term account health.
This is a robust and dynamic position where you’ll act as a strategic partner, clinical problem solver, and operational consultant. You’ll cultivate deep relationships with our clients, proactively surface and address issues, support their evolving needs, and collaborate cross-functionally with internal teams to deliver tailored, revenue-impacting solutions. Whether it’s answering a clinical documentation question, helping a client interpret performance metrics, or facilitating a business review, you’ll play a critical role in maximizing the value our clients receive from Prompt.
The ideal candidate has a background as a licensed rehab therapist (PT, OT, or SLP), a passion for helping teams succeed, and is eager to build meaningful client partnerships that drive outcomes. Outpatient rehab billing experience is a plus—but if you’re new to RCM, we’ll train you on the job.
Key Responsibilities
- Build deep, trust-based relationships with clients by serving as their primary strategic partner post–go-live, supporting them across clinical, administrative, and billing workflows.
- Own the client relationship for Prompt + Prompt RCM users—acting as the go-to liaison for all revenue cycle, clinical operations, and platform-related questions after onboarding.
- Develop a thorough understanding of each client’s business goals, clinical model, and operational processes in order to provide relevant, high-impact guidance that drives measurable outcomes.
- Host regular client cadence meetings (e.g., monthly business reviews) to review account performance, discuss open items, address questions, and uncover upsell opportunities with the software CSM.
- Monitor and respond to client support inquiries—triaging, resolving, or escalating issues submitted through our support channels.
- Support clients through clinical and billing workflows, including documentation expectations, claim lifecycle questions, payment delays, and denial trends—leaning on your clinical expertise and collaborating with the RCM Ops team when needed.
- Analyze client performance data and KPIs to identify risks, opportunities, and areas for improvement; present insights and action plans during client check-ins.
- Identify and manage churn indicators, coordinating internal responses and working closely with leadership to protect at-risk accounts.
- Maintain expert-level knowledge of Prompt’s software and RCM offering—including ongoing updates—to confidently educate and consult clients on how to get the most out of the platform.
- Collaborate cross-functionally with internal teams (RCM Ops, Support, Product, Engineering, and Success) to ensure seamless delivery, accurate billing execution, and client satisfaction.
- Champion client feedback, advocate for process improvements, and contribute to team-wide strategies that improve client experience and retention.
Minimum Requirements
- Active clinical license as a Physical Therapist (PT), Occupational Therapist (OT), or Speech-Language Pathologist (SLP), with direct experience in outpatient therapy settings.
- Strong understanding of clinical, administrative, and billing workflows in rehab therapy practices.
- At least 3 years of experience in medical billing, insurance claims, or revenue cycle management is preferred; on-the-job training available for candidates with strong clinical foundations.
- Demonstrated success in customer-facing roles, with the ability to build rapport, manage relationships, and drive client satisfaction and retention.
- Tech-savvy and passionate about learning software, with a strong aptitude for navigating EMR platforms, workflow tools, and SaaS systems in real-time.
- Highly proficient in Microsoft Excel and other platforms such as Google Workspace, with a data-informed mindset and ability to track performance metrics (e.g., KPIs, revenue, churn indicators).
- Excellent written and verbal communication skills, with a knack for simplifying complex information and resolving client issues thoughtfully and efficiently.
- Proven ability to manage multiple priorities in a fast-paced, evolving environment, including flexibility to work outside traditional hours when needed.
- High personal accountability and growth-oriented mindset—prepared to expand responsibilities quickly and play a key role in a scaling customer success operation.
