Job Summary

The Client Success Executive II independently manages a portfolio of healthcare clients, driving client satisfaction, retention, and financial performance through applied revenue cycle expertise, data-driven analysis, and proactive relationship management. This role serves as a trusted day-to-day partner to client stakeholders, exercises independent judgment to address client needs, and collaborates cross-functionally to deliver measurable business outcomes.

Major Responsibilities/Activities

• Manage a balanced portfolio of assigned client accounts with varying service scopes, strategic priorities, and engagement requirements.
• Apply EMS billing and account management knowledge to support client performance, issue resolution, and financial outcomes.
• Resolve client escalations independently, involving leadership when necessary based on impact and risk.
• Proactively identify risks, trends, and opportunities within assigned client accounts.
• Act as a resource to peers by sharing knowledge, best practices, and guidance.
• Demonstrate proactive account management by identifying data-driven trends through client reporting and ensuring follow-through on action plans.
• Demonstrate effective leadership within the designated Point-of-Delivery (POD) and state or territory POD groups.
• Independently manage multiple client accounts and stakeholder relationships, using analysis of revenue cycle, accounts receivable, and operational data to identify trends, risks, and improvement opportunities.
• Lead client meetings, presentations, and business reviews by setting agendas, presenting performance insights, facilitating discussion, and driving alignment on action plans and next steps.
• Communicate relevant compliance and regulatory updates to clients and support implementation as needed.
• Partner with internal teams to coordinate services, projects, and implementation activities.
• Identify opportunities for financial improvement, operational optimization, and value expansion within client engagements.
• Maintain accurate and timely documentation of client interactions, decisions, and deliverables.
• Support contract renewals and ongoing client engagement and retention strategies.
• Perform other duties as assigned. 

Required Education, Skills, & Experience

• Bachelor’s degree in Business Administration, Healthcare Administration, or a related field. 
• 3–6 years of experience in client success, account management, or healthcare revenue cycle-related roles.
• Working knowledge of healthcare billing, reimbursement, and regulatory compliance concepts. 
• Strong analytical, presentation, and relationship-management skills with the ability to communicate insights effectively. 
• Demonstrated ability to manage competing priorities, deadlines, and client expectations independently. 
• Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.

Preferred Education, Skills, & Experience

• Experience using Salesforce, Smartsheet, or MS Project, or similar client management and project tracking tools. 
• Experience in EMS or healthcare revenue cycle environments

Working Environment

• The office environment is a controlled indoor setting with minimal exposure to adverse conditions. 
• Noise levels in the office are typically moderate and consistent with a standard office setting. 
• For employees approved to work in a hybrid or remote setting, a quiet, private workspace free from significant distractions is required to ensure productivity during work hours. 
• A reliable internet connection is required for hybrid/remote work. EMS|MC will provide necessary equipment, including a computer, monitor, keyboard, mouse and headset. 

Physical Requirements

• Sitting: frequent and prolonged periods of sitting at a desk while working on a computer. 
• Communication: frequent and prolonged periods of speaking, listening, reading, and writing. 
• Fine motor skills: frequent use of hands for typing and operating a computer mouse.  
• Movement: occasional walking and climbing of stairs; limited bending, kneeling, lifting, and carrying of office-related items.  
• Travel frequently: must be able to travel to support client needs and attend company meetings.  

Employees must be able to perform the essential functions of this position. Reasonable accommodations will be provided to qualified individuals with disabilities as needed to support their ability to perform these essential functions. If you require an accommodation for this position or to participate in the application process, please contact HR at humanresources@emsmc.com.

The responsibilities and duties outlined in this job description are not exhaustive and may be subject to change to meet the needs of the business. This job description is not an implied contract of employment and does not alter the at-will employment relationship.

Pay range: $60,000 - $80,000 annually, with final compensation based on the candidate’s qualifications, experience, and business needs. Individuals in this role are eligible to participate in a discretionary bonus plan and a comprehensive benefit package, including a retirement plan, health coverage, and paid time off. Visit https://emsmc.com/careers/ to explore our total rewards package.