Who We Are Looking For
The RCM Services Advisor I is responsible for managing RCM Service support and
communication for our smaller members. It will leverage mass communication
technology and work queue management to deliver the liaison and advisory role at
scale working to ensure a successful delivery of our RCM services. You will
provide solutions to the challenges faced by WebPT RCM members, supporting a
primary communication line between members and our RCM Operations Team.
What You’ll Be Doing As A Part of Our Team
Member Engagement & Relationship Management:
Serve as the primary point of contact for assigned RCM members, ensuring
quality service and member retention.
Build and maintain trust through consistent communication with external
members and internal teams.
Send regular emails to member leadership intended to deliver status
updates, and insights into member financial results and KPIs.
Participate in development of tech touch campaigns to drive improved
member health.
Identify new programs that will enable member value and outcomes in a
repeatable and scalable way.
Address inbound client emails though Salesforce/Gainsight queue.
Collaborate with Client Success Manager(s), Product, IT and other
applicable departments to ensure Member expectations are met. Participate
in Member meetings as subject matter expert for RCM service offerings.
Leverage available RCM metrics, detect abnormal trends, and work with
Members and RCM Operations Team to resolve issues quickly.
Manage member RCM health by tracking key metrics, documenting activities
in Salesforce & Gainsight, and escalating issues to prevent client
attrition.
Address concerns from NPS (Net Promoter Score) surveys and proactively
identify and mitigate churn risks.
Quickly address escalated billing issues by working through RCM Ops
communication channels.
Lead the creation and communication of effective corrective action and
risk plans.
Advisory & Process Improvement:
Develop sufficient product knowledge to demonstrate billing expertise to
our members.
Identify process improvement opportunities and act to resolve through
collaboration with internal and external departments.
Work with RCM Operations to identify gaps in standard workflows and obtain
member engagement to promote efficient and effective resolutions and
improved delivery.
Provide valuable insights to Members based metric trends, industry
benchmarks and payer landscape focused on optimized financial
outcomes/NRPV.
Sales Support and New Member Onboarding:
Cultivate reference lists, case studies and testimonials for Sales &
Marketing
Participate in sales transition and implementation calls to understand
client needs and expectations.
Ensure any client exceptions from standard best-practice have proper
approval and documentation from RCM Operations’ Management.
Provide post go-live training support and ensure clients achieve a healthy
status within 90 days.
Additional Responsibilities:
Stay up to date on third-party billing requirements and reimbursement
guidelines.
Provide alignment and documentation to RCM Operations on member specific
SOP, guideline, or payer rules updates.
Complete special projects and other duties as assigned.
Ensure reliable and punctual attendance.
What You Should Have to Qualify
5 years of experience in full revenue cycle medical billing, preferrably in a
SaaS environment.
2 years of experience supporting small to mid-sized practices.
Ability to coordinate many different levels within and across organizations.
Ability to think creatively, desire to try new things and be stellar at
interacting with all levels of internal and external organizations.
Empathy for our Members while protecting the interests of our company and its
assets.
Working knowledge of Salesforce or other CRM software tools.
Ability to review and analyze data and make recommendations to Members and
internal teams.
Ability to maintain focus with interruptions, even in the most stressful of
circumstances.
Great customer service skills leveraging excellent communication skills, both
written and verbal. Ability to think logically and process sequentially with
a high level of detailed accuracy and efficiency.
Simultaneous management of many complex projects.
General knowledge of medical procedures and terminology and treatment
practices and ability to communicate such to others.
Excellent time management skills.
Ideally, You Would Also Have These
BA or BS Degree
2 years of leadership, account management or sales experience.
Successful track record working with Executive and Financial Teams, clinical
teams, RCM, or similar combination.
Physical Therapy billing experience.
Secondary education in healthcare administration or business.
Culture is at our Core
Service: Create Raving Fans
Accountability: F Up; Own Up
Attitude: Possess True Grit
Personality: Be Minty
Work Ethic: Be Rock Solid
Community Outreach: Give Back
Health and Wellness: Live Better
Resource Efficiency: Do Más With Menos
About Us
Here, we work hard—but we have lots of fun doing it. We believe in equal
opportunity for all, autonomy, trailblazing, and always doing right by our
Members. Most importantly, though, we believe in empowering rehab therapy
professionals to achieve greatness in practice. So, if you’re a can-do kinda
person who loves to help Members win and enjoys working from just about
anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve
them without you. Join us, and let’s achieve greatness.
Company Perks
Ample Time Off for fun and rest
Work from nearly anywhere in the US
WFH supply budget
Time Off to make an impact through volunteering
Multiple Employee Resource Groups (ERGs)
Health, Dental, Vision, 401k, HSA, any many other benefits
Authenticity and Acceptance
At WebPT, we're dedicated to fair and competitive compensation based upon our
industry peer benchmarks. While job postings offer a pay range as a general
reference, the final offer depends on candidate qualifications and experience.
Our aim is to provide equitable compensation that recognizes your unique skills
and contributions. During interviews, we'll discuss your qualifications and
expectations, striving for a competitive and fair offer. The initial hiring
range for this position is: $52,300 - $65,400.
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