Rev Cycle Customer Success Manager

Job description

FLAGLER HEALTH IS BUILDING THE CLINICAL OPERATING SYSTEM FOR MODERN MUSCULOSKELETAL CARE. We partner with MSK provider groups and specialty clinics to help them grow, operate more efficiently, and deliver better longitudinal care across patient acquisition, clinical workflows, and ongoing patient engagement. Our platform sits at the intersection of care delivery and clinic operations, helping providers capture more value across the full patient lifecycle. We’ve recently raised our Series B and are entering our next phase of growth. WHAT YOU'LL BE DOING As Flagler continues to grow, there is a unique opportunity to strengthen customer relationships and leverage deep revenue cycle expertise to help our provider partners maximize financial performance. This is where you come in - to design and own customer success processes with a specific focus on RCM operations for MSK practices. Note: this role is not responsible for direct claim submission or coding production, but requires the ability to diagnose revenue cycle issues and guide execution across billing vendors, clinical staff, and practice leadership. - Work directly with the CEO, Head of Business Operations, and Head of Clinical Operations to own dozens of relationships with provider groups, ensuring customer satisfaction and retention. - Serve as the primary point of contact and subject matter expert for all RCM-related questions, issues, and escalations from provider partners. - Onboard new customers, ensuring fast, smooth implementation of Flagler's tech platform and services - including integration touchpoints with in-house staff and third-party billing vendors. - Manage and monitor third-party billing partner relationships on behalf of customers, holding vendors accountable to performance benchmarks and SLAs. - Oversee and advise on front-end RCM operations, including prior authorizations, insurance eligibility verification, and patient benefit checks to minimize claim denials at the source. - Monitor and guide back-end RCM operations, including accounts receivable (AR) work-down, denial management, appeals, and collections follow-up. - Create and present monthly reports to customers demonstrating Flagler's impact on clinical and financial outcomes - critical to the core operations and growth of the business. - Identify revenue leakage and reimbursement gaps across the patient journey and collaborate with customers and billing partners to remediate. - Gather and relay RCM and operational feedback from customers to Flagler leadership to inform product development. - Collaborate with sales and tech teams to ensure a seamless customer journey. - Respond to and resolve ad hoc clinic and patient requests efficiently, enhancing their overall experience. WHO YOU ARE EXPERIENCE & DOMAIN KNOWLEDGE - 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 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. - Professional coding certification (CPC, CCS, COC or equivalent) and/or a degree in Health Information Management is a plus, as are specialty credentials such as COSC or CASCC. EXECUTION & ANALYTICS - Ability to translate RCM performance data into executive-level insights and strategic action plans for provider partners. - Comfortable building and interpreting RCM dashboards (days in AR, denial rate, clean claim rate, collection rate) and driving accountability across internal and external stakeholders. - Proven ability to manage complex, multi-stakeholder projects independently, prioritize competing deadlines, and deliver results without hand-holding. SOFT SKILLS & FIT - Strong communicator and relationship builder - equally effective presenting monthly performance reports to practice administrators and rolling up your sleeves on a client site visit. - Strong-willed team player who is open to feedback, adapts quickly, and thrives in a fast-paced, startup environment. - Comfortable with Google Drive and/or Microsoft Office. - Familiarity with common EHRs, practice management systems, and clearinghouses. WHAT WE'LL GIVE YOU We'll treat you well. If any other benefits are important to you, we'd love to know. - Adjusted comp - Competitive salary & meaningful equity - Benefits - Unlimited PTO - Fully-distributed culture - We are remote first; live and work where you'd like, with an - NYC office for folks who want to work together - Ownership - You'll be our go-to for lots of things - Growth - You will learn a lot, very quickly OUR VALUES This is what you can expect of your teammates at Flagler: - Persistence + ownership of outcomes: We wear many hats and aren’t afraid to run through walls to solve hard problems. - Personal + professional growth: We push ourselves to learn new things and embrace challenges, even if it means that we sometimes fail. - Don’t take things personally: We value and react quickly to constructive feedback. - Speed is our ally: In the fast-paced world of startups, we understand the value of moving swiftly. We thrive on the adrenaline of working rapidly. - Be Right: We are highly detailed oriented and try to be right, a lot.