Customer Success Manager - RCM

About Our Company:
At Infinx, we're a fast-growing company focused on delivering innovative technology solutions to meet our clients' needs. We partner with healthcare providers to leverage automation and intelligence, overcoming revenue cycle challenges and improving reimbursements for patient care. Our clients include physician groups, hospitals, pharmacies, and dental groups.
We're looking for experienced associates and partners with expertise in areas that align with our clients' needs. We value individuals who are passionate about helping others, solving challenges, and improving patient care while maximizing revenue. Diversity and inclusivity are central to our values, fostering a workplace where everyone feels valued and heard.

A 2025 Great Place to Work®

In 2025, Infinx was certified as a Great Place to Work® in both the U.S. and India, underscoring our commitment to fostering a high-trust, high-performance workplace culture. This marks the fourth consecutive year that Infinx India has achieved certification and the first time the company has earned recognition in the U.S.

We are seeking a highly proactive and results-driven Customer Success Manager to support a high-volume Radiology Specialty RCM project. This role will act as the strategic bridge between our U.S.-based clients and global delivery teams, with a sharp focus on service excellence, operational transparency, and performance optimization. 

The ideal candidate will possess strong operational acumen in RCM workflows—especially in payment posting, credit balance resolution, Accounts Receivables, and governance reporting—as well as hands-on experience using the Imagine Billing System to monitor, audit, and resolve system-level gaps. This individual will play a critical role in ensuring client expectations are exceeded, operational issues are proactively resolved, and management is consistently informed through structured reporting and cadence reviews. 

• Serve as the primary client-facing liaison, ensuring alignment between client needs and offshore service delivery.
• Contribute to continuous improvement initiatives focused on automation, workflow optimization, and client satisfaction. 
• Ensure full compliance with HIPAA guidelines and internal data security protocols. 
• Document and escalate operational risks, gaps in service, and client feedback using a defined escalation matrix. 
• Track SLAs, KPIs, and performance benchmarks using structured governance models and productivity tracking tools. 
• Coordinate with internal stakeholders (system admins, QA, training, operations) to drive issue resolution and service enhancements. 
• Own and manage the credit balance workflow, including resolution of unapplied/overpaid accounts and audit compliance. 
• Collaborate with offshore teams to ensure accurate and timely posting of payments, adjustments, and refunds in accordance with SOPs and payer-specific guidelines. 
• Lead weekly, monthly, and quarterly business review (QBR) meetings to communicate performance metrics, highlight trends, and recommend improvements. 
• Leverage the Imagine system to proactively monitor workflows, identify operational gaps, and work with process owners to implement corrective actions. 

• Bachelor’s degree in Healthcare Administration, Business, Finance, or a related discipline. 
• Experience presenting data and operational insights to executive stakeholders and external clients. 
• Excellent written and verbal communication skills, with the ability to manage client expectations and navigate escalations professionally. 
• Proficient in Excel, operational reporting, and performance analytics. 
• Strong knowledge of 835/837 transaction sets and the ability to interpret and reconcile remittance data. 
• Hands-on experience with Imagine software is highly preferred. 
• Demonstrated ability to work cross-functionally with offshore teams to drive execution and maintain high service quality. 
• 5+ years of RCM experience, with a strong focus on payment posting, credit balances, and client operations. 

• Exposure to Radiology specialty RCM workflows and payer environments (Medicare, Medicaid, Commercial, WC, etc.). 
• Experience supporting or leading governance models in a BPO or outsourcing environment. 
• Prior involvement in Imagine system troubleshooting, reconciliation, or system administration tasks. 
• Strong organizational skills with an eye for continuous process improvement and client satisfaction. 

• Access to a 401(k) Retirement Savings Plan.
• Comprehensive Medical, Dental, and Vision Coverage.
• Paid Time Off.
• Paid Holidays.
• Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services.