Who We Are Looking For

As the Director of Client Success, RCM, you will lead and scale a high-performing team of Client Success Managers responsible for WebPT’s clients (“members”) who leverage our revenue cycle management (RCM) services and electronic medical record (EMR) software. This strategic role is pivotal in driving member satisfaction, adoption, and retention. You will partner closely with RCM Operations, Product Management, Implementation, Support, and Sales to ensure seamless onboarding and implementation transitions and champion a consistently exceptional member experience across all assigned members

In this role, you will reimagine how we engage with our members—enhancing the structure and impact of monthly meetings, executive business reviews, and setting a high standard for proactive, value-driven success strategies. You’ll be responsible for equipping your team with clear guidance, coaching, and tools for success, while fostering a culture of innovation, accountability, and member-first thinking.

We’re looking for a dynamic leader who can think strategically, move quickly, solve creatively, and serve as a constant advocate for both our members and our frontline teams.

What You’ll Be Doing As A Part of Our Team  Execute the overall vision and strategic plan for the RCM success organization, focusing on driving service and software adoption, leading a positive member experience and driving growth through new sales, renewals and retention improvements  Assess and revitalize the Client Success program for assigned Members in order to deliver first-class service  Achieve trusted business partner status with our members  Promote and execute a “shift left” mindset as it relates to RCM processes, outcomes, and metrics  Generate high Net Promoter Score (NPS) results from assigned Members  Fearlessly oversee, manage and orchestrate the Client Success Manager team by holding regular staff meetings, managing performance, hiring exceptional performers and motivating the team for the highest level of engagement required for exceptional member service  Implement best practice insight and analysis to enable:  Members to understand their RCM performance  Members to understand and improve their level of EMR utilization and adoption  Sharing of root causes of delays and denials in the assigned Members’ revenue cycle  Partnership and collaboration with assigned Members and with WebPT RCM Operations to address root causes of RCM challenges, whether the solution is under the control of the Member or WebPT  Drives critical partnerships between Sales, Success, Operations, Product Management, Support, and Implementation to provide a seamless experience for members across WebPT and ensure that Member expectations are met. Removes internal barriers for the member experience, coordinates resources and work efforts internally on behalf of the overall member satisfaction.  Assist with the implementation and transition of new Members to ensure a smooth go-live and successful adoption  Implement tracking mechanism to monitor account health and track key performance indicators across assigned client base in aggregate and individually, including:  Implement and track RCM operational metrics  Proactively detect aberrant trends and work with internal RCM Operations leaders and/or the Member to quickly resolve  Address concerns expressed via NPS (Net Promoter Score) surveys  Proactively identify and mitigate potential to churn  Lead the creation and communication of effective corrective action / risk plans  Manage member Health Scorecards  Manages the escalated member process by tracking, meeting routinely with the team and members for escalation reasons and minimizing churn from escalations. Maintains final approval and sign off for escalation closures.  Quickly address escalated billing issues by working closely with the assigned Client Success Manager, A/R Specialists, Supervisors, Managers and Sr. Leaders when needed  Facilitate an organizational structure to ensure that all Member inquiries and concerns are responded to within one business day of receipt  Develop sufficient product knowledge to demonstrate thought leadership across RCM and EMR to our Members and to direct reports  Participate in Member meetings and Sales calls as subject matter expert for RCM service offerings.  Provide education and documentation to team members on Member specific guidelines and/or payer rules  Represent Webpt at member-facing industry events  Stay up-to-date on third-party billing requirements and reimbursement guidelines  Complete all special projects and other duties as assigned What You Should Have to Qualify  5+ years of experience in full healthcare revenue cycle management  3+ years of experience with ambulatory EMR software  3+ years of experience leading a team of Account Management or Client Success professionals  2+ years of experience supporting small to mid-sized practices  Successful track record leading and inspiring a team of Client Success professionals, as well as working with internal and external stakeholders across executive, financial, clinical, RCM, and operational functions  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 stakeholders  Empathy for our Members while protecting the interests of our company and its assets  Working knowledge of Salesforce and Gainsight is preferred  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  Has 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  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 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: $112,100 - $151,300 USD.

 

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