Collections Client Success Analyst

Job Description

Job Description

Are you a relationship builder who thrives on solving problems, analyzing trends, and creating an outstanding client experience? Do you enjoy working cross-functionally to support clients, improve processes, and drive results? Join Americollect as a Collections Client Success Analyst and become a trusted advisor for our collection's clients, helping ensure long-term satisfaction, operational excellence, and continued success.

In this highly visible role, you'll serve as the bridge between our clients and internal teams, managing key relationships, facilitating performance discussions, supporting implementations, and delivering valuable insights that strengthen client partnerships and retention.

Location: Remote
Department: Client Success Operations
Reports To: Client Relations Manager
Compensation: $48,000 a year + quarterly bonus (based on production & QA)
Shift Options: Monday – Friday, 8:00 AM – 5:00 PM

------------------------------------------------------------------------------------------------------------------------------------------------------------ Position Summary:

The Collections Client Success Analyst serves as a primary point of contact for assigned collections clients, supporting client onboarding, relationship management, account performance monitoring, project implementation, and operational success. This role partners closely with internal departments and external stakeholders to ensure client expectations are met while maintaining the highest standards of service, communication, confidentiality, and accountability.

The ideal candidate possesses strong analytical, organizational, communication, and problem-solving skills, along with the ability to build meaningful client relationships and drive positive client outcomes.

Key Responsibilities: Client Relationship Management

• Serve as a primary contact for assigned collections clients and maintain strong, trusted relationships.
• Respond to client inquiries and operational requests while ensuring timely resolution and exceptional service.
• Conduct account reviews and maintain ongoing communication regarding account performance and service opportunities.
• Facilitate client meetings, monthly business reviews, and performance discussions.
• Coordinate annual Net Promoter Score (NPS) surveys and oversee follow-up action plans resulting from client feedback.
• Identify client concerns and escalations, partnering with internal teams to drive successful resolution.

Implementation & Operational Support

• Support the implementation and retention of client accounts by developing, optimizing, and streamlining operational processes.
• Ensure secure transfer and management of client files, data feeds, and sensitive information.
• Manage client access to external host systems after implementation is complete.
• Administer client access to the Client Connect web portal and provide user education and support.
• Review contract-related requests and coordinate required follow-up activities.

Analytics & Reporting

• Monitor client account performance and identify operational trends, opportunities, and risks.
• Analyze performance metrics and provide leadership with actionable insights and recommendations.
• Support reporting activities designed to improve client experience, operational performance, and account retention.
• Maintain accurate documentation and tracking of client interactions, projects, and deliverables.

Project Coordination

• Participate in implementation projects and special initiatives.
• Execute assigned project deliverables and collaborate with cross-functional teams to support project success.
• Assist leadership in meeting client expectations, timelines, and business objectives.

Additional Responsibilities

• Support contact center teams with non-routine client or patient inquiries.
• Maintain the highest level of integrity, professionalism, and confidentiality.
• Meet established performance goals and key performance indicators.
• Complete assigned training, compliance requirements, and professional development opportunities.
• Perform other duties as assigned.

Education & Experience:

• Associate's degree or Bachelor's degree preferred.
• Minimum of 2 years of experience in client success, account management, healthcare revenue cycle, collections operations, customer service, or a related field.
• Experience working with external clients and managing business relationships preferred.
• Healthcare collections or revenue cycle management experience strongly preferred.
• Experience supporting implementations, projects, or process improvement initiatives preferred.
• Proficiency with Microsoft Office Suite, particularly Excel, Word, Outlook, and PowerPoint.
• Experience working with CRM, client management, or reporting systems is a plus.

Skills & Competencies:

• Exceptional client service and relationship-building skills.
• Strong analytical and problem-solving abilities.
• Ability to interpret data, identify trends, and provide recommendations.
• Excellent verbal, written, and presentation skills.
• Strong organizational and time-management skills.
• Ability to prioritize multiple projects and deadlines effectively.
• High attention to detail and commitment to accuracy.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Collaborative mindset with the ability to work across departments and stakeholders.
• Strong critical thinking and decision-making capabilities.

Work Environment & Physical Requirements:

• Office-based role requiring extended periods of sitting and regular use of computers, phones, and standard office equipment.
• Frequent communication with clients via phone, video conference, and email.
• Ability to remain stationary for extended periods while performing computer-based work.
• Occasional lifting up to 25 pounds may be required.
• Must be able to bend, reach, and stoop occasionally during normal office activities.

Why Join GetixHealth/Americollect?

Founded in 1992, GetixHealth/Americollect is a trusted leader in healthcare revenue cycle management, serving healthcare organizations across the United States and India. We are dedicated to helping our clients improve financial performance while enhancing the patient experience. With more than 1,800 employees worldwide, we foster a culture built on integrity, innovation, collaboration, and professional growth.

At GetixHealth/ Americollect, your contributions matter. You'll have the opportunity to work alongside talented professionals who are passionate about client success and committed to making a meaningful impact in healthcare.

Benefits & Incentives:

• Comprehensive Health Benefits: Choose from a variety of medical, dental, and vision plans designed to support your overall well-being.
• Life & Disability Coverage: Company-paid Basic Life and AD&D insurance, Short-Term Disability, and Long-Term Disability coverage, with voluntary benefit options available.
• 401(k) Retirement Plan: Eligibility begins on the first day of the quarter following three months of continuous employment, including company matching contributions.
• Paid Time Off: Begin accruing PTO on your first day of employment.
• Flexible Benefit Options: Multiple benefit choices designed to meet individual and family needs.
• Professional Development Opportunities: Ongoing learning, training, and career advancement opportunities.

GetixHealth/Americollect is an Equal Opportunity and E-Verify Employer.

Note: This job description is not intended to be an exhaustive list of responsibilities or qualifications and may be subject to change based on business needs.