RCM Client Success Manager (B2B SaaS)

Job description

Job Title: RCM Client Success Manager (B2B SaaS) Company Overview: Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, their teams, and the patients they serve. As the fastest-growing company in the therapy EMR space, Prompt is setting a new standard in healthcare technology. We're tackling some of the healthcare industry’s most persistent problems with a team of exceptionally talented individuals passionate about creating a positive impact. At Prompt, we don’t just digitize healthcare—we transform it. From improving patient care to reducing environmental waste, our work supports better outcomes at scale. Why work for Prompt? - BIG Challenges: Here at Prompt, we are solving complex and unique problems that have plagued the healthcare industry since the dawn of time. - Talented People: Prompt didn't happen by chance, it's a team of incredibly talented and proven individuals who all made their mark before joining forces to build the greatest software on the planet for rehab therapists. - Healthy Approach: This isn't an investment bank, we work long hours when it's needed, but at Prompt you own your workload and the entire organization takes a liking to smart work (over hard work). - Positive Impact: Prompt helps outpatient rehab organizations treat more patients and deliver better care with less environmental waste. That means less surgery and less narcotic-based pain treatment, all while turning a paper-heavy industry digital. We aren't enthralled with patting ourselves on the back everyday, but it does feel good :) 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. Perks - What you can expect: - Competitive salaries - Remote/hybrid environment - Potential equity compensation for outstanding performance - Flexible PTO - Company-wide sponsored lunches - Company paid disability and life insurance benefits - Company paid family and medical leave - Medical, dental, and vision insurance benefits - Discounted pet insurance - FSA/DCA and commuter benefits - 401k - Complimentary subscription to digital fitness classes and wellness content - Recovery suite at HQ – includes a cold plunge, sauna, and shower Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees. We appreciate your understanding and cooperation regarding this policy. If you have any questions or concerns, please don't hesitate to reach out to our People Department. Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.