Director, Client Success RCM

WebPT; United States; Remote; USD 112,000 - 152,000; Full time

Job summary

WebPT is seeking a Director of Client Success to lead a dynamic team ensuring high member satisfaction with our healthcare services. This pivotal role will focus on strategic growth, enhancing member engagement, and fostering a culture of innovation to drive success across our Client Success organization. The ideal candidate will have extensive experience in healthcare revenue cycle management and a proven track record of leadership in client success.

Benefits

Ample time off for rest and fun

Work remotely across the US

Volunteer time off

Employee Resource Groups

Health, Dental, Vision, 401k, HSA benefits

Qualifications

• 5+ years in healthcare revenue cycle management required.
• 3+ years leading Client Success or Account Management teams.
• Strong focus and time management skills essential.

Responsibilities

• Lead a high-performing team of Client Success Managers.
• Partner with various departments to enhance member experience.
• Assess and revitalize Client Success programs for assigned Members.

Skills

Leadership

Data analysis

Client Success Management

Collaboration

Communication

Education

BA or BS Degree

Tools

Salesforce

Gainsight

Job description

Join to apply for the Director, Client Success RCM role at WebPT.

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
• Oversee, manage and motivate the Client Success Manager team by holding regular staff meetings, managing performance, hiring exceptional performers, and fostering engagement
• Implement best practice insight and analysis to enable members to understand their RCM performance, EMR utilization, and root causes of delays and denials
• Partner with members and RCM Operations to address challenges and improve outcomes
• Drive critical partnerships across Sales, Success, Operations, Product Management, Support, and Implementation to ensure a seamless member experience
• Assist with onboarding and transition of new Members for successful adoption
• Monitor account health and KPIs, including RCM metrics, trend detection, and proactive issue resolution
• Manage escalated member issues and work to minimize churn
• Address billing escalations promptly and coordinate with relevant teams
• Respond to member inquiries within one business day
• Develop product knowledge to demonstrate thought leadership and support member education
• Participate in member meetings and sales calls as an RCM subject matter expert
• Represent WebPT at industry events
• Stay current on billing requirements and reimbursement guidelines
• Complete all other assigned duties and projects

What You Should Have To Qualify

• 5+ years of experience in healthcare revenue cycle management
• 3+ years of experience with ambulatory EMR software
• 3+ years of experience leading Client Success or Account Management teams
• 2+ years supporting small to mid-sized practices
• Proven leadership and stakeholder collaboration skills
• Creative thinking and stakeholder interaction ability
• Empathy for members and understanding of company interests
• Knowledge of Salesforce and Gainsight (preferred)
• Data analysis and recommendation skills
• Strong focus and time management skills
• Medical procedures and terminology knowledge
• Excellent communication skills

Ideally, You Would Also Have These

• BA or BS Degree
• Experience with Physical Therapy billing
• Healthcare administration or business education

Culture is at our Core

• Service: Create Raving Fans
• Accountability: Own your actions
• Attitude: True Grit
• Personality: Be Minty
• Work Ethic: Rock Solid
• Community Outreach: Give Back
• Health and Wellness: Live Better
• Resource Efficiency: Do More with Less

About Us

We work hard and have fun doing it. We believe in equal opportunity, autonomy, and empowering rehab therapy professionals. If you love helping members succeed and working remotely, join us to achieve greatness.

Company Perks

• Ample time off for rest and fun
• Work remotely across the US
• Volunteer time off
• Employee Resource Groups
• Health, Dental, Vision, 401k, HSA benefits

Initial pay range: $112,100 - $151,300 USD. Final offers depend on qualifications and experience.