Who We Are Looking For

The ideal candidate will be a strategic problem-solver, a clear communicator, and someone with a passion for helping rehabilitation therapy practices optimize their operations and drive success. In this role, you’ll be a trusted advisor to nearly 3,000 Therabill Members, ensuring they get the most value out of Therabill and WebPT’s EMR solutions. If you’re ready to make an impact by supporting our members in improving their cash flow, reducing administrative overhead, and increasing the adoption of our products—then this is the role for you!

What You’ll Be Doing As A Part of Our Team

Drive Member Success: Serve as a dedicated point of contact for Therabill Members, ensuring they derive maximum value from Therabill and WebPT EMR solutions. Provide ongoing support and guidance to ensure product adoption and operational efficiency. In addition, stay current with industry trends, emerging technologies, and best practices in billing

Drive Product Adoption: Guide Members to maximize the value of their Therabill solution with product training, and ongoing engagement. Ensure adoption of bundled solutions, including billing, claims management, and revenue cycle tools.

Manage Key Relationships: Develop strong, long-term relationships with Members, ensuring they feel supported and confident in using our products.

Metrics-Driven Results: Monitor key success metrics like member health scores, product expansion, churn reduction, and Net Promoter Score (NPS) to ensure success and long-term satisfaction.

Value Delivery: Host regular webinars, answering customer queries in a queue, and selectively reaching out to Members based on customer health alerts in Gainsight.

Collaboration Across Teams: Work closely with internal teams (e.g., Sales, Support, Product), in particular the EMR Customer Success team, to ensure Member needs are met, feedback is acted upon, and client expectations are exceeded.

Escalation Management: Serve as the escalation point for issues impacting Therabill customer success and product utilization. Collaborate with internal teams to advocate for Member needs and ensure swift resolution of complex issues.

Other responsibilities may be assigned based on business needs.

What You Should Have to Qualify

Experience: 3+ years in customer success, account management, or a similar role, preferably within the healthcare or SaaS industries. Revenue Cycle Knowledge: Familiarity with billing, claims processing, and revenue cycle management tools, especially in a rehab industry or healthcare setting. 1+ years experience with WebPT products (Therabill and EMR solutions) required. Communication Skills: Strong verbal and written communication skills with the ability to engage, educate, and build relationships with customers at all levels. Problem Solving: Ability to understand complex client needs and translate them into actionable solutions. Consultative: Provide consultative support to help customers determine how Therabill fits their specific needs. Identifying opportunities for process improvement and operational efficiency. Product Liaison: Act as a liaison between customers and the product team, providing valuable insights to improve the product. Technical Proficiency: Comfortable using CRM tools (Salesforce, Gainsight), product knowledge databases, and other customer success technologies to track progress and manage accounts. Analytical Abilities: Strong ability to analyze data, generate insights, and use those insights to drive decision-making and improve customer outcomes. Customer-Centric Mindset: Passion for helping clients succeed, with a proven track record of delivering excellent customer experiences. SMB Experience: Passion for, and experience with small and midmarket size customers

 

Ideally, You Would Also Have These

Healthcare/Rehab Industry Background: Familiarity with the unique needs of rehab therapy clinics or experience working with healthcare billing software. SaaS Experience: Hands-on experience working with SaaS-based solutions and a deep understanding of the subscription model. Analytical Skills: Strong ability to assess customer data, identify trends, and leverage metrics to improve outcomes. Technical Aptitude: Comfortable navigating and troubleshooting technical issues and using various software tools to support customers. Webinar/Seminar Hosting Experience: Comfortable leading groups of customers through live joint training and Q&A sessions.

Culture is at our Core

Service: Create Raving Fans Accountability: F Up; Own Up Attitude: Possess True Grit Personality: Be Minty Work Ethic: Be Rock Solid Community Outreach: Give Back Health and Wellness: Live Better Resource Efficiency: Do Más With Menos

 

Travel Required: 10%

 

About WebPT

Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness.

About Therabill

Therabill is a robust billing and claims management solution designed specifically for physical therapy practices. With features such as billing & claims management, insurance verification, payment posting, patient statements & collections, reporting & analytics, and integration with WebPT EMR, Therabill enables physical therapy clinics to streamline their billing processes. It enhances efficiency, ensures accuracy, and provides visibility into the financial health of a practice, helping owners and managers optimize their cash flow and reduce administrative overhead.

 

At WebPT, we're dedicated to fair and competitive compensation based upon our industry peer benchmarks. While job postings offer a pay range as a general reference, the final offer depends on candidate qualifications and experience. Our aim is to provide equitable compensation that recognizes your unique skills and contributions. During interviews, we'll discuss your qualifications and expectations, striving for a competitive and fair offer. The initial hiring range for this position is: $66,500 - $86,500.

 

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