Client Experience Manager

Job Description

Rialtic is an enterprise software platform empowering health insurers and healthcare providers to run their most critical business functions. Founded in 2020 and backed by leading investors including Oak HC/FT, F-Prime Capital, Health Velocity Capital and Noro-Moseley Partners, Rialtic’s best-in-class payment accuracy product brings programs in-house and helps health insurance companies gain total control over processes that have been managed by disparate and misaligned vendors. Currently working with leading healthcare insurers and providers, we are tackling a $1 trillion problem to reduce costs, increase efficiency and improve quality of care. For more information, please visit www.rialtic.io.

The Role

As part of the Client Experience team, you can shape how the business reports, understands and acts on our client results, requests and feedback. This position will focus on operational processes and procedures that improve client interactions and satisfaction, ensure timely issue resolution, and anticipate client needs to deliver value to our clients.

You will collaborate closely with operational and technical teams in addition to key business partners both internally and externally to optimize operational processes and streamline client interactions. The objective is to ensure the Client Experience team delivers value to our clients through efficient operational processes, enhanced reporting, comprehensive user training, and exceptional support strategies.

You will:

• Work with Client Experience Analysts to identify actionable insights from healthcare claims data and results
• Review all client-facing reporting for accuracy, including reports on: 
• Impacts of policy customizations or modifications 
• Claim impact for retroactive requests
• Comparing actual results to expected or projected results
• Trends by program, line of business, policy, providers, etc. 
• Communicate all actionable findings within the organization to Client Experience leadership, Client Success, and Go-to-Market to support client understanding of the data
• Become an expert on the Rialtic platform and application to support user onboarding and training:
• Support user onboarding including user account setup, management of access/permissions, and security
• Become an expert on the Rialtic Application to provide clients with hands-on training, for both new and existing users
• Introduce new functionality or capabilities within the Rialtic tool and receive product feedback for formal communication internally to our Product team 
• Act as primary contact for client inquiries, client support, and all key client deliverables
• Manage client inquiries and technical support processes by logging, tracking, triaging, and responding to all incoming requests
• Support policy review and implementation by making configuration changes within the Rialtic application and closely monitoring  policy decisions
• Facilitate and communicate conversations around invoices and SLAs
• Leverage internal monitoring to track client usage and user health on the Rialtic platform and products
• Work closely with Client Success to discuss how to improve all processes related to improving the experience of our clients

You have

• 5-7 years of leading operations and/or providing the client experience/success function in a previous role
• understanding of operations and reporting needs.  
• General understanding of a payer organization. Able to travel frequently; process-oriented versus relationship-focused like Client Success role.

At Rialtic, our values matter. They describe how we work together and how we want others to experience us. We live and breathe these values every day in service of our clients.

• High Integrity
• Do the right thing. Provide candid feedback. Be humble and respectful.
• Customer Value Comes First
• Delivering value to our customers is our North Star.
• Work as One Team
• Collaborative, inclusive environment to advance our mission.
• Be Bold & Accountable
• Speak up. Take accountability. Continually improve.
• Pursuit of Excellence
• Innovate, iterate and chase the best possible outcomes.
• Take Care of Yourself & Others
• Prioritize the health and wellbeing of yourself and your teammates.

About Rialtic’s Benefits:

• Freedom to work from wherever you work best and a home office stipend to make it happen
• Meaningful equity and 401k matching
• Unlimited PTO and wellness reimbursements
• Comprehensive health plans with generous contribution to premiums
• Mental and physical wellness support through TalkSpace, Teladoc, and One Medical subscriptions

We are headquartered in Atlanta, but we are remote-friendly.

 Don’t meet every single requirement?

 Studies have shown that women and people of color are less likely to apply for jobs unless they meet every single qualification.

At Rialtic, we are dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

TO ALL RECRUITMENT AGENCIES:
Rialtic does not accept agency resumes. Please do not forward resumes to Rialtic employees or any other company location. Rialtic is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.