Director, RCM Client Success

Job description

We are united in our mission to make a positive impact on healthcare. Join Us!

• South Florida Business Journal, Best Places to Work 2024
• Inc. 5000 Fastest-Growing Private Companies in America 2024
• 2024 Black Book Awards, ranked #1 EHR in 11 Specialties
• 2024 Spring Digital Health Awards, “Web-based Digital Health” category for EMA Health Records (Gold)
• 2024 Stevie American Business Award (Silver), New Product and Service: Health Technology Solution (Klara)

Who we are:

We Are Modernizing Medicine (WAMM)! We’re a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed’s global headquarters is based in Boca Raton, FL, with a growing office in Hyderabad, India, and a robust remote workforce across the US, Chile, and Germany.

ModMed is hiring a driven Director, RCM Client Success to join our positive, passionate, and high-performing RCM (aka BOOST) team, focused on managing a portfolio of Client Success Senior Managers and Managers across a specialty or segment of the business. This is an exciting opportunity to provide strategic oversight to ensure exceptional client satisfaction, measurable business outcomes, and long-term client retention within a fast-paced Healthcare IT company that is truly Modernizing Medicine!

In this role, the Director will develop scalable frameworks to align service delivery across clients of varying size and complexity, build strong partnerships with executive-level client stakeholders, and translate organizational goals into actionable plans for their teams. The Director will lead the development of scalable management practices, guide client segmentation strategies, and serve as a senior point of escalation for complex client issues. This role also plays a critical part in talent development, succession planning, drives strategic initiatives, and initiates organizational improvements based on client insights

Your Role:

• Collaborate closely with executive leadership, internal stakeholders, and client senior leadership to ensure alignment of strategic goals, operational execution, and customer experience.
• Lead a team of Senior Managers and Managers overseeing Client Advisors supporting a diverse book of business by specialty or client tier.
• Drive adoption and execution of consistent client management frameworks and standard operating procedures.
• Align Client Success objectives with company goals, ensuring clients receive quantifiable value from services and technology.
• Serve as an executive escalation point for critical client issues, ensuring resolution strategies protect revenue and client trust.
• Identify trends across the portfolio to develop proactive initiatives addressing churn risk, underperformance, or service delivery gaps.
• Partner with internal teams to guide enhancements to workflows, processes, tools, and client-facing deliverables.
• Oversee performance metrics and lead quarterly business reviews for high-value clients as needed.
• Champion customer voice initiatives across departments, ensuring client perspectives shape service evolution and business strategies.
• Provide strategic guidance, mentoring, and coaching to direct reports to elevate team performance and client outcomes.
• Foster a culture of accountability, collaboration, and client advocacy.
• Create and oversee workforce planning models to support scalable team capacity and resource allocation.
• Support talent development by identifying leadership potential, creating development plans, and supporting succession planning.
• Collaborate with RCM CS Operations to ensure teams are equipped with the tools, training, and data insights required for success.

Skills & Requirements:

• Bachelor’s Degree required in a specific area of Business, Healthcare Administration, or a related field. Master of Business Administration, preferred.
• 10+ years of client-facing experience in RCM, SaaS, or healthcare services.
• 5+ years leading client-facing teams, including experience managing managers.
• Experience supporting enterprise clients or complex healthcare systems.
• Have a deep knowledge of revenue cycle operations, excellent leadership and communication skills, and the ability to drive continuous improvement across a growing organization.
• Proven success in building and scaling customer success frameworks.
• Ability to influence and collaborate cross-functionally at all organizational levels.
• Executive presence and experience communicating with C-Suite stakeholders.
• Expertise in medical billing, revenue cycle processes, and healthcare delivery models.
• High proficiency in Excel, data interpretation, and visual presentation of performance trends.
• Strong judgment and critical thinking to guide client strategy and internal decision-making.
• Demonstrated experience in managing through change and leading through ambiguity.
• Exceptional communication, coaching, and storytelling abilities.

#LI-LM1 #LI-REMOTE

ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:

India

• Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk,
• Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees,
• Allowances: Annual wellness allowance to support your well-being and productivity,
• Earned, casual, and sick leaves to maintain a healthy work-life balance,
• Bereavement leave for difficult times and extended medical leave options,
• Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave,
• Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind.

United States

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
• 401(k):  ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs,
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.

PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote “interviews,” and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address ([email protected]). Please check senders’ email addresses carefully.  Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.