superdial - Account Manager, Healthcare RCM

• Own day-to-day account management • Lead recurring customer meetings and maintain clear next steps, owners, and follow-through. • Build trust with operational, technical, and day-to-day customer stakeholders. • Develop a working understanding of each customer’s RCM goals, workflows, payer mix, operational constraints, escalation paths, and success metrics. • Keep customers informed, supported, and confident in SuperDial’s partnership. • Escalate strategic account risks or executive-level needs to the VP of Healthcare RCM Strategy and internal leadership as appropriate. • Drive onboarding, adoption, and workflow performance • Support customer onboarding and implementation, ensuring SuperDial workflows are configured to align with each customer’s RCM goals, payer processes, operational constraints, and success metrics. • Help customers adopt SuperDial’s AI voice agents across workflows such as eligibility checks, prior authorizations, claim status, credentialing, enrollment, payer follow-up, and denial follow-up. • Understand what the bots are doing, where they are creating value, where they are getting stuck, and what needs to improve. • Deliver customer training and best-practice guidance to help teams adopt AI-driven workflows with confidence. • Help customers connect SuperDial’s work to measurable outcomes such as reduced manual work, improved workflow throughput, faster follow-up, fewer escalations, stronger operational visibility, and improved revenue cycle performance. • Monitor customer health and RCM outcomes • Track customer health, engagement, usage, workflow performance, open risks, and upcoming renewal milestones. • Monitor workflow and account signals such as usage, issue trends, denial-related workflows, claim turnaround time, reimbursement efficiency, escalation volume, and operational impact. • Identify issues related to adoption, workflow fit, product performance, payer behavior, implementation gaps, integrations, or stakeholder alignment. • Support action plans to address customer risks before they become escalations. • Partner with Sales, the VP of Healthcare RCM Strategy, and internal teams to support renewal readiness and identify potential expansion opportunities. • Bridge RCM, product, and technical conversations • Translate clearly between customer stakeholders and internal teams. • Discuss healthcare workflows, payer interactions, product behavior, call scripts, workflow configuration, integrations, bot performance, edge cases, and operational impact without needing to be an engineer. • Troubleshoot customer issues by investigating workflow behavior, reviewing available data or logs, and partnering with Product and Engineering to resolve technical or integration-related issues. • Partner with Product, Engineering, Deployment Operations, Agent Operations, and Sales to ensure customer issues are clearly documented, prioritized, communicated, and resolved. • Surface customer feedback, workflow pain points, adoption barriers, payer-specific themes, and recurring product needs in a clear and actionable way. • Build strong Account Management habits and processes • Maintain account plans, meeting notes, customer health updates, documentation, and internal follow-up. • Bring structure to customer conversations, issue tracking, and internal handoffs. • Contribute to playbooks, templates, training materials, and repeatable operating practices that help the Account Management function scale. • Use data and customer insight to identify trends, risks, opportunities, and next steps across your portfolio. • What Success Looks Like • Customers trust you because you understand their workflows, communicate clearly, and follow through consistently. • Customers are onboarded smoothly and adopting SuperDial’s AI voice agents with confidence. • Customers see measurable value across reduced manual work, workflow throughput, payer follow-up, escalation reduction, operational visibility, and revenue cycle performance. • You maintain clear visibility into customer health, open issues, workflow gaps, payer-specific patterns, product gaps, and renewal readiness. • Customer issues are clearly documented, well-communicated, and driven toward resolution across internal teams. • Product and Engineering receive useful customer signal from the accounts you support. • Renewal risks are surfaced early and communicated clearly to the right internal stakeholders. • The Account Management function becomes more organized and scalable because of the documentation, follow-through, and operating rigor you bring.