RCM Support Associate

Position overview

The RCM Support Associate role functions as a Business Operations and Payer Access Coordinator. It is centered on keeping internal operations organized, supporting clients, managing documentation, tracking projects, assisting with onboarding, and handling payer portal access activities.

This position acts as a coordination hub across clients, payer organizations, leadership, and internal teams. The goal is to keep administrative and revenue cycle support tasks moving accurately, on time, and with proper documentation, while helping operational and leadership teams stay focused on higher-priority client and strategy work.

Core responsibilities

Payer portal access management

• Handle setup and enrollment for new client payer portal accounts.
• Register, activate, support, and troubleshoot access across commercial, government, and regional payer systems.
• Manage account changes such as additions, removals, permission updates, password resets, and multi-factor authentication.
• Act as the main contact for portal access questions and issues.
• Keep records current for portal ownership, enrollment, and access status.
• Work with payer support teams to fix access problems and avoid disruptions to operations.

Documentation and administrative operations

• Maintain internal documents, SOPs, onboarding guides, and operational resources in the designated systems.
• Keep documentation accurate, orderly, and current.
• Coordinate patient statement processing and retain tracking records tied to that work.
• Manage incoming and outgoing mail, including routing, receipt, tracking, and related correspondence.
• Track customer, patient, and operational communications.
• Spot documentation gaps and partner with leaders and process owners to update materials.
• Maintain administrative records, trackers, dashboards, and reporting tools.

Project and workflow coordination

• Monitor projects, milestones, action items, and implementation tasks across departments.
• Follow up with internal teams, clients, and stakeholders to confirm commitments are completed.
• Escalate overdue items, risks, and blockers to the appropriate leaders.
• Support special projects and process improvement efforts.

Client support and onboarding coordination

• Coordinate onboarding activities and monitor completion of client requirements.
• Collect and verify documents needed for portal enrollment, onboarding, and daily operations.
• Follow up with clients on missing forms, documents, and pending action items.
• Help schedule onboarding meetings and implementation activities.

Customer support administration

• Triage incoming customer support requests and send them to the right team.
• Track escalations until they are resolved and ensure follow-up happens on time.
• Maintain visibility into open customer issues and share status updates when needed.
• Support customer retention, offboarding, and related administrative follow-up.

Compliance and process improvement

• Follow company security standards, HIPAA rules, and payer-specific procedures.
• Keep accurate records of portal access, customer communication, and operational activity.
• Help improve workflows, SOPs, and administrative processes.
• Look for ways to improve efficiency, visibility, and turnaround times.

Requirements

• High school diploma or equivalent.
• At least 2 years of experience in healthcare administration, customer support, operations, project coordination, revenue cycle management, or a similar administrative function.
• Strong organization, time management, and follow-through.
• Clear written and verbal communication skills.
• Ability to handle several priorities and deadlines at once.
• Comfort using Microsoft Office, Google Workspace, and web-based business tools.

Preferred background

• Hands-on experience with healthcare payer portals and access administration.
• Working knowledge of health insurance, revenue cycle management, and provider operations.
• Experience supporting healthcare, RCM, health tech, or professional services teams.
• Familiarity with Notion, Help Scout, HubSpot, project management software, or similar platforms.
• Experience maintaining SOPs, documentation, and workflow processes.

Compliance and additional terms

All associates must comply with HIPAA requirements for protecting patient health information, including the organization’s Notice of Privacy Practices and HIPAA Privacy Policies and Procedures.

The responsibilities listed here are not exhaustive and may change as business needs evolve. Team members may be asked to take on additional duties as needed.

The company follows a hiring policy that does not allow hiring individuals from current customers unless the person has written consent from their current employer.

The employer is an equal opportunity organization and does not discriminate on the basis of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected status. The company also states a commitment to maintaining a diverse and inclusive workplace.

Compensation

The stated compensation range is $60,000 to $70,000 per year.