Rev Cycle Customer Success Manager

Flagler Health

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Rev Cycle Customer Success Manager at Flagler Health, you will play a pivotal role in transforming how healthcare organizations, specifically MSK practices, manage their financial performance. This is a unique opportunity to leverage your deep expertise in Revenue Cycle Management (RCM) to build and nurture strong relationships with our provider partners, ensuring they maximize their financial outcomes through Flagler's innovative AI-powered platform and services.
• You will be the primary point of contact and a trusted subject matter expert for dozens of provider groups, addressing all their RCM-related inquiries, challenges, and escalations. Your ability to diagnose complex revenue cycle issues and guide clients through effective solutions will be critical to their success and retention.
• A key responsibility will be the seamless onboarding of new customers. This involves ensuring the swift and smooth implementation of Flagler's technology and services, including managing integration touchpoints with both the client's internal staff and their third-party billing vendors. Your proactive approach will set the stage for long-term customer satisfaction.
• You will actively manage and monitor the performance of third-party billing partners on behalf of our customers. This includes holding these vendors accountable to agreed-upon performance benchmarks and Service Level Agreements (SLAs), ensuring they are delivering optimal results and mitigating any potential issues.
• Your oversight will extend to front-end RCM operations, where you will advise on critical processes such as prior authorizations, insurance eligibility verification, and patient benefit checks. By optimizing these initial steps, you will significantly minimize claim denials at their source, improving the overall financial health of the practice.
• Furthermore, you will monitor and guide back-end RCM operations, focusing on areas like accounts receivable (AR) work-down, denial management strategies, appeals processes, and collections follow-up. Your insights will drive efficiency and improve cash flow.
• A crucial aspect of your role will be to create and present comprehensive monthly reports to customers. These reports will clearly demonstrate Flagler's tangible impact on both clinical and financial outcomes, serving as a vital tool for our clients' core operations and growth strategies.
• You will be tasked with identifying revenue leakage and reimbursement gaps across the entire patient journey. Through close collaboration with customers and their billing partners, you will develop and implement remediation plans to close these gaps and optimize revenue capture.
• Your role will also involve acting as a vital feedback loop to Flagler leadership. By gathering and relaying RCM and operational insights from our customers, you will directly inform product development and strategic decision-making, helping to shape the future of our platform.
• You will work collaboratively with our sales and technology teams to ensure a cohesive and seamless customer journey from pre-sales engagement through ongoing support and success.
• Responding to and efficiently resolving ad hoc clinic and patient requests will be essential in enhancing their overall experience and reinforcing their satisfaction with Flagler Health.
• This role requires a strategic mindset, enabling you to translate complex RCM performance data into actionable, executive-level insights and strategic plans for our provider partners. You will be comfortable building and interpreting key RCM dashboards, such as days in AR, denial rates, clean claim rates, and collection rates, driving accountability across all internal and external stakeholders.
• You will be expected to manage complex, multi-stakeholder projects independently, adeptly prioritizing competing deadlines and consistently delivering results without constant supervision. Your ability to thrive in a fast-paced, startup environment, coupled with strong communication and relationship-building skills, will be paramount. You will be equally effective presenting detailed performance reports to practice administrators and engaging directly with clients on-site.
• As a strong-willed team player, you will be open to feedback, adaptable to change, and possess a proactive, ownership-driven mindset, embodying Flagler's core values of persistence, growth, and speed.

🎯 Requirements

• 7–10 years in RCM leadership or customer-facing revenue operations roles within MSK, orthopedic, or procedural specialties, with hands-on experience managing third-party billing vendors, including performance oversight, SLA enforcement, and escalation resolution.
• Deep working knowledge of RCM in procedural specialties (MSK/Ortho/Pain), including front-end and back-end revenue optimization, denial management strategy, and vendor performance oversight.
• Expertise in designing and implementing RCM technologies to augment practice-specific workflows.
• Full-cycle RCM fluency: front-end (prior authorizations, eligibility verification, benefits investigation, pre-certification) through back-end (AR work-down, denial management, appeals, aging bucket strategy, and collections).
• Strong working knowledge of coding and billing as it applies to pain management and orthopedics - CPT, ICD-10-CM/PCS, HCPCS Level II, modifier usage (e.g., 25, 59, XU, LT/RT), bundling edits, and global period policies. The ability to diagnose coding-related revenue issues is essential; production coding is not.
• Ability to translate RCM performance data into executive-level insights and strategic action plans for provider partners.
• Proven ability to manage complex, multi-stakeholder projects independently, prioritize competing deadlines, and deliver results without hand-holding.
• Strong communicator and relationship builder, comfortable presenting to practice administrators and engaging directly with clients.

🏖️ Benefits

• Competitive salary & meaningful equity
• Unlimited PTO
• Fully-distributed, remote-first culture with an optional NYC office
• Significant ownership and impact in a fast-growing healthtech company
• Opportunities for rapid personal and professional growth

Skills & Technologies

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Remote

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Flagler Health

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About Flagler Health

Flagler Health is a healthcare technology company based in Jacksonville, Florida. It provides data-driven population health and patient-engagement solutions to health systems, physician groups, and payers. Its cloud platform aggregates clinical, social, and behavioral data to identify at-risk patients, predict care gaps, and automate outreach, aiming to improve outcomes and reduce costs. Services include analytics dashboards, care-coordination workflows, and omnichannel communication tools that integrate with electronic health records. Founded in 2018, Flagler Health partners with providers across the United States to advance value-based care initiatives.

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