RCM Client Experience Specialist

Job Description – RCM Client Experience Specialist

Reports To:

Director of RCM Business Development

Department: RCM

Location:

Remote/In Office

Role Type:
Full-Time

Experience Level: Mid-Level

The RCM Client Experience Specialist is responsible for protecting and improving customer satisfaction for customers using Axis Care's RCM billing services. This role owns the post‑onboarding customer experience, runs a structured customer satisfaction program, and acts as the primary point of coordination for escalations that impact customer sentiment. The RCM Client Experience Specialist partners closely with Billing, Onboarding, and Product/Support to triage issues, drive timely resolution, and reduce repeat friction.

• Own customer satisfaction for RCM customers and drive measurable improvement over time.
• Build and run an RCM customer feedback program (CSAT collection, reporting, and action plans).
• Execute a consistent customer engagement cadence.
• 30/60/90‑day check‑ins starting after onboarding and first claim/bill.
• Ongoing baseline support and proactive touchpoints.
• Quarterly CSAT trend reviews and improvement planning.
• Manage customer escalations related to satisfaction drivers.
• Triage and coordinate work across Billing, Onboarding/Implementation, and Product/Support, ensuring clear ownership, deadlines, and customer updates.
• Track and improve operational performance metrics (e.g., ticket volume, time to resolution, and customer health score).
• Use tools and data to identify trends, root causes, and repeat issues and partner internally to prevent them.
• Maintain strong documentation in internal systems so work is visible, repeatable, and measurable.

• Experience in home care or home health.
• Background in customer success, account management, or customer service.
• Proven ability to manage escalations and coordinate cross‑functional teams.
• Strong communication, documentation, and follow‑through.
• Comfortable working with data.

• Familiarity with RCM workflows and payer‑related operations (VA/Medicaid a plus).
• Experience running CSAT/NPS programs or customer health scoring.
• Experience working with support/product workflows (e.g., Jira ticketing).

• Manual dexterity required to use desktop computer and peripherals.
• Utilization of software (Asana, Zendesk, Confluence, Churn Zero, Hubspot) and email to perform job functions.
• Will need to conduct camera‑on videoconferencing for customer calls.

• Competitive salary and comprehensive benefits package.
• Opportunities for professional growth and career development.
• Flexible work arrangements, including remote work options.
• Health, dental, and vision insurance.
• 401(k) plan with company matching.
• Company will provide laptop and other needed computer equipment.

According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non‑medical (also referred to as non‑skilled) services to seniors in their homes.

Axis Care was started in 2011 by industry leaders to help meet the demand for a more user‑friendly and mobile‑compatible solution. Our product is a web‑based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, Axis Care has clients in all 50 states as well as 6 other countries. We are a fast‑growing company seeking high‑performing individuals looking for a fast‑paced, autonomous working environment.

We are an Equal Opportunity Employer and comply with ADA regulations as applicable.