About the Role Impact you will make As an integral member of the FinThrive team, the Insurance Discovery Solutions Senior Advisor assumes a pivotal position in ensuring customer success. In this role, you will be the cornerstone of revenue recovery and customer satisfaction, actively contributing to FinThrive's commitment to surpassing customer expectations and fostering sustained growth leveraging financial, customer and operational data to identify business insights and performance improvement opportunities. The SA will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their customers. What you will do
- Accept responsibility & accountability for optimal customer revenue recoveries by identifying revenue growth opportunities, product usage, and upsell opportunities with a focus on enterprise and premier accounts
- Provide technical expertise by leading monthly, quarterly, and annual meetings with billers, supervisors, and manager (or operational leader) and support executive leadership reviews partnering with commercial and customer success by utilizing customer value metrics, targets, return on investment, and forecasting changes in customer revenue
- Monitor and respond appropriately to all assigned customer issues, tasks, support, outcomes, and feedback including owning communication of value realization, setting customer expectations, risk mitigation, & customer escalations through proactive outreach
- Adopt and utilize resources provided to proactively monitor and manage customer outcomes and success to include Gainsight & Salesforce
- Collaborate cross-departmentally with internal stakeholders to ensure excellent customer service
- Produce actionable reports showing key performance indicators, identify areas of improvement into current operations, and display root cause analysis of problems
- Develop custom queries and ad hoc reports to determine root causes and resolutions of issues
What you will bring
- 6+ years of professional experience in customer management with a focus on healthcare revenue cycle technology
- 6+ years' experience and proficiency in querying and manipulating data using SQL to extract insights and support data driven decision making
- Microsoft Excel analysis and modeling, Microsoft SQL data extraction and analysis Microsoft PowerPoint presentation building, formatting, and visualization
- Strong quantitative and qualitative analytical skills with ability to distill large data sets into meaningful insights and takeaways
- Well versed in methods to effectively identify and process stakeholder requirements; Well-developed 'influencing without authority' skills
- Ability to interact with and influence external clients at an operational and executive level and internal stakeholders to ensure a positive customer experience
- Demonstrated ability to work successfully in a cross-functional, matrix organization
What we would like to see
- BS/BA degree or coursework in Healthcare Management/Analytics
- 6+ years of professional experience in customer success, account management, or data analytics
- Familiarity with CRM tools, such as Salesforce and/or Gainsight
About FinThrive FinThrive is advancing the healthcare economy.
For the most recent information on FinThrive's vision for healthcare revenue management visit finthrive.com/why-finthrive. Award-winning Culture of Customer-centricity and Reliability At FinThrive we're proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture. Our Perks and Benefits FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits. FinThrive's Core Values and Expectations
- Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive's core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
- Support FinThrive's Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA and other laws applicable to FinThrive's business practices; this includes becoming familiar with FinThrive's Code of Ethics, attending training as required, notifying management or FinThrive's Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations
Physical Demands The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Statement of EEO
FinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We're committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process.
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FinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations.
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FinThrive
May 09, 2025