Director of Customer Success - Healthcare

Director, Customer Success

GeBBS Healthcare Solutions is seeking a Director of Customer Success to serve as a dedicated partner to a strategic healthcare client, with a primary focus on Health Information Management (HIM) and medical coding operations.

This role will act as the single point of accountability for client success, ensuring strong alignment between client expectations and GeBBS delivery across coding quality, productivity, compliance, and operational performance.

The ideal candidate brings deep HIM/coding expertise, AHIMA certification, and strong client relationship capabilities, with the ability to translate clinical and coding requirements into operational execution within an RCM outsourcing environment.

Key Responsibilities

Client Relationship Management (Dedicated Account)

• Serve as the primary point of contact for a designated healthcare client, building strong, trust-based relationships with HIM, coding leadership, and executive stakeholders.
• Act as a strategic liaison between the client and GeBBS delivery teams, ensuring alignment on priorities, expectations, and outcomes.
• In conjunction with our operational leaders, conduct regular client governance meetings (weekly, monthly, quarterly), including performance reviews, issue resolution, and strategic planning discussions.
• Proactively identify risks to client satisfaction and drive mitigation strategies.

HIM & Coding Oversight

• Provide subject matter expertise in medical coding (IP/OP/ProFee as applicable), ensuring alignment with client-specific guidelines and regulatory requirements.
• Partner with delivery teams to ensure:
• Coding quality and accuracy
• Productivity targets
• Compliance with AHIMA, CMS, and payer guidelines
• Support coding audits, education, and feedback loops to continuously improve performance.
• Act as an escalation point for complex coding or documentation-related issues.

Operational Collaboration

• Work closely with offshore/onshore coding teams and operational leaders to ensure service delivery meets SLAs and client expectations.
• Coordinate resolution of day-to-day operational challenges, including workflow, capacity, and turnaround time issues.
• Ensure effective communication and alignment across operations, quality, training, and leadership teams.

Performance Management & Reporting

•  Monitor and analyze key performance indicators (KPIs) including:

1. Coding accuracy/quality scores
2. Productivity benchmarks
3. Turnaround times (TAT)
4. SLA adherence

• Prepare and deliver client-facing reports and executive summaries, providing insights and actionable recommendations.
• Identify trends and drive continuous improvement initiatives to enhance performance and client outcomes.

Business Growth & Strategic Support

• Identify opportunities to expand services within the assigned client account, particularly across HIM and coding functions.
• Support leadership in renewal discussions, performance reviews, and strategic account planning.
• Contribute to long-term account growth and retention strategies.

Qualifications

• AHIMA Certification required (e.g., RHIA, RHIT, CCS, or CCS-P)
• Minimum 5+ years of experience in Health Information Management (HIM) and/or medical coding
• Demonstrated experience in client-facing roles within healthcare, RCM, or outsourcing environments
• Strong knowledge of: Inpatient and/or outpatient coding guidelines, ICD-10-CM/PCS, CPT, HCPCS, & Documentation and compliance standards
• Experience working with U.S. healthcare provider organizations or hospital systems
• Proven ability to manage client relationships, escalations, and performance discussions
• Strong analytical, communication, and problem-solving skills
• Ability to operate effectively in a fast-paced, matrixed, global delivery environment

Preferred Qualifications

• Experience in an RCM outsourcing, healthcare BPO, or consulting organization
• Prior experience supporting dedicated or enterprise-level client accounts
• Familiarity with coding quality programs, audits, and education frameworks
• Bachelor’s degree in Health Information Management, Healthcare Administration, or related field