Experienced Customer Success Manager – DME Billing & Brightree Experience (Remote)

At arenaflex, we're dedicated to driving innovation and leading the way in cloud-based patient management software. Our team is passionate about making a positive impact on our customers' businesses and the lives of patients every single day. As a Customer Success Manager, you'll play a vital role in building and fostering strong relationships with our customers and business partners, ensuring their success with our DME Billing and Brightree Experience solutions.

About arenaflex

arenaflex is a leading provider of cloud-based patient management software, empowering healthcare organizations to deliver better outcomes for their patients. Our technology enables us to provide the tools and resources needed to succeed, but at our heart, we're about people. We strive to make a meaningful difference in the lives of our customers and the patients they serve.

Key Responsibilities and Decision Ownership

As a Customer Success Manager, you'll be responsible for:

• Building and fostering strong relationships with customers and business partners to ensure their success with our DME Billing and Brightree Experience solutions.
• Onboarding new customers to RCM, including organizing all onboarding calls and focused calls with Operational teams and providing necessary Go Live details to the Analytics team for customer setup.
• Managing all email communication and Sales Force cases created by customer and RCM Operations teams regarding assigned customer base.
• Performing Monthly Business Analysis around RCM related performance for assigned customer base, including but not limited to:

+ Denials Analysis/Trending + Outstanding Sales Orders + Unposted Deposits + AR Aging + AR Activity Trends

• Attending internal Operations meetings with teams regarding outstanding issues/questions regarding assigned customer base.
• Keeping RCM Enabled Payer List Updated Monthly
• Providing leadership and motivation by addressing clear expectations, communicating specific performance feedback to the Operations teams, to ensure timely and thorough performance reviews using internal measurement/monitoring standards.
• Assisting Customers and RCM Operations with End of Month Processes to ensure timely closure of customer GL Periods
• Collaborating with worldwide resources to ensure effective knowledge, information sharing, and quick resolution of service performance issues.
• Collaborating with all departments on any process gaps and initiating discussions for resolution.
• Acting as a liaison between all arenaflex departments, ensuring timely communication and follow-up through proactive monitoring of the operational workflow and processes, working with the Sr Director & Director of Operations.
• Ensuring adherence to objectives, operating policies and procedures, and strategic action plans for achieving goals.

Essential and Preferred Qualifications

To succeed in this role, you'll need:

• A passion for customer service, with strong problem-solving skills focused on identifying and putting in place solutions for customers.
• Computer literacy and proficiency in using MS office programs.
• Analytical thinking skills, with the ability to solve issues quickly and effectively through a methodical, systematic approach.
• Excellent attention to detail and an understanding of how to investigate and troubleshoot issues and find workarounds.
• The ability to work in a fast-paced environment.
• Strong ethics and a high level of personal and professional integrity.
• Effective communication skills, with the ability to deal with people at all levels in the organization.
• Exceptional organizational skills, with a high level of attention to detail and the ability to multitask.
• Self-starter, results-driven, highly motivated, and high energy.
• A proven track record of working towards and exceeding metrics (strongly preferred).
• Knowledge of federal and state laws and requirements relating to healthcare management.
• Brightree Software and/or DME Billing Experience.
• Preferred skills include:

+ Salesforce + Microsoft Teams + SharePoint + Smartsheet

• Minimum of 2 years of related experience.
• Advanced proficiency in Microsoft Excel.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow professionally and personally. As a Customer Success Manager, you'll have the opportunity to:

• Develop your skills and expertise in customer success, with ongoing training and development opportunities.
• Collaborate with a talented team of professionals who are passionate about making a difference in the lives of our customers and patients.
• Work on challenging projects that require creative problem-solving and analytical thinking.
• Contribute to the development of new processes and procedures that improve customer success and satisfaction.
• Participate in regular feedback and coaching sessions to ensure your success and growth.

Work Environment and Company Culture

arenaflex is a remote-friendly company, with a flexible work environment that allows you to work from anywhere. Our company culture is built on a foundation of:

• Excellence: We strive for excellence in everything we do, from our products and services to our customer interactions and internal processes.
• Innovation: We're committed to innovation, with a focus on developing new solutions and improving existing ones.
• Collaboration: We believe in the power of collaboration, with a focus on teamwork and open communication.
• Diversity and Inclusion: We're committed to creating a diverse and inclusive work environment, where everyone feels valued and respected.
• Employee Well-being: We care about the well-being of our employees, with a focus on providing a healthy and supportive work environment.

Compensation, Perks, and Benefits

As a Customer Success Manager at arenaflex, you'll be eligible for a comprehensive benefits package, including:

• Comprehensive medical, vision, dental, and life insurance
• AD&D, short-term and long-term disability insurance
• Sleep care management
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Commuter benefits
• 401(k)
• Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP)
• Tuition assistance
• 15 days Paid Time Off (PTO) in the first year of employment
• 11 paid holidays plus 3 floating days
• 14 weeks of primary caregiver or 2 weeks of secondary caregiver leave when welcoming new family members

Individual Pay Decisions

Individual pay decisions are based on a variety of factors, including the candidate's geographic work location, relevant qualifications, work experience, and skills. A reasonable estimate of the current base range for this position is $40,000.00 - $50,000.00 USD Annual.

Join Our Team

If you're passionate about customer success and want to make a meaningful difference in the lives of our customers and patients, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and discover a career that's challenging, supportive, and inspiring. Apply for this job