Customer Success Executive

Who is EMS|MC

EMS|MC offers full-service revenue cycle management solutions and is the largest billing services provider focused exclusively on emergency medical services in the U.S. We offer services from software to hardware to billing services and everything in between.

For over 25 years, our high-quality service, results and customer-centric approach have set the standard in professional EMS billing. We have an emphasis on patient satisfaction and our client customization enables us to fulfill our mission of providing value-added, innovative financial services that enhance the delivery of a cost-effective EMS system.

With this level of specialization, we have built a team of dedicated, industry-leading experts with unprecedented experience to maximize our clients EMS revenue.

Job Type: Full-time

Location: Remote

About the role:

Focus on client satisfaction and retention by successfully managing the complete revenue cycle process, monitoring all operational aspects of the client account, maximizing account performance through in-depth analytics, and ensuring contractual compliance. Manage and respond to client inquiries with an emphasis on long-term partnership. Ensure optimum client performance by successfully and compliantly maximizing cash collections and A/R follow-up, while providing excellent service.

As a Customer Success Executive with EMS|MC, you will:

• Successfully manage multiple high profile clients through holistic revenue cycle and relationship management excellence.
• Leverage healthcare expertise, love for relationships and value communication, and passion for finding truths and insights through analytics to improve client financial performance and advocate for our client’s patients and communities
• Align internal and external project teams and other entities to enrich our client’s experience through our services and technology offerings
• Enable our client’s focus on safety and the highest quality patient care possible by communicating insightful financial and operational metrics, keeping abreast of and sharing compliance and regulatory updates, and maintaining surveillance on business performance
• Ensure clients enjoy the full benefit and value of their engagement of EMS|MC by fostering, identifying, and deepening high value and high impact relationships throughout our client’s organizations.
• Creatively identify opportunities to improve financial performance and capitalize on additional opportunities for revenue that align with our client’s values and interests.
• Foster continuing camaraderie, cultural alignment and growth, and internal impact through effective and professional written and verbal communication.
• Maintain continuity of relationships with our clients and ensure EMS|MC alignment our client’s goals and concerns through timely documentation of meetings and other significant interactions.
• Manage risks and maximize opportunities for our new clients by managing, and participating in, implementation projects as EMS|MC continues to grow and deliver greater value to our clients and to the industry
• Safeguard the continuity of business process support for our clients by monitoring contract status and proactively engaging efforts to renew and extend beneficial engagement contracts
• Leverage EMS|MC University courses, external learning opportunities, and self-guided learning to drive continuous personal improvement
• Assist the Sales and Marketing department by identifying new relationships through established networks, ensuring customer satisfaction to create “reference-able” clients.
• Participate in company meetings, committees, employee events, client events, etc.
• Serve as a resource and backup to other departments as directed to manage backlogs and address problems.
• Conduct training and/or attend meetings to ensure thorough internal knowledge of client needs & specifications.
• Perform other necessary tasks as assigned by supervisor.
• Conduct all job tasks, duties, and interactions with professionalism, respect, confidentiality, a positive attitude, and in accordance with company compliance policies and applicable government regulations.
• Consistently support and demonstrate the company vision and values.

You will be successful in this role if you:

• Associates degree or higher in Business Administration, Healthcare, or related field.
• Successful experience in healthcare billing and reimbursement, client account management, sales, or marketing.
• Internal motivation and drive to learn and maintain knowledge of relevant payer, compliance and regulatory requirements and trends
• Critical thinking and analytic skills
• Ability to travel up 50%
• Strong organizational and time management skills
• Comfort with public speaking to audiences of varying sizes and background
• Proficiency with Microsoft Office Suite and web-based application platforms

Key skills we hope you have:

• Bachelor’s degree in finance, healthcare, marketing, or another business-related field strongly preferred.
• Career history that demonstrates progressively increasing levels of responsibility
• Experience related to healthcare or EMS billing and/or revenue cycle management
• Proficient in a variety of technology applications, including software packages and software-as-a-service – Salesforce.com, MS Project or Smartsheet experience
• Frequent travel required
• General office environment
• Typing, sitting, standing, walking, some light lifting
• Use of basic office equipment such as computer, fax, printer, copier, telephone

Why EMS|MC:

• Flexible Scheduling
• Career development plans
• Weekly wellness seminars
• Comprehensive benefit package
• Remote opportunities
• All equipment provided