RCM Customer Success Specialist
Updated on 2/2/2024
Modernizing Medicine

1,001-5,000 employees

Specialty-specific cloud platform for healthcare management
Company Overview
ModMed is a healthcare company that prioritizes patient-focused care by providing specialty-specific cloud platforms, including electronic health records (EHR) and practice management (PM) systems, as well as revenue cycle management (RCM) services. Their unique approach integrates clinical, financial, and operational software solutions, all designed to enhance patient care and streamline the work of medical professionals across various specialties. By reducing the burden of excessive typing and clicking, ModMed's intuitive solutions, available even on iPads, allow healthcare providers to focus more on the patient, bringing the human experience back into the exam room.

Company Stage

Seed

Total Funding

$400.9M

Founded

2010

Headquarters

Boca Raton, Florida

Growth & Insights
Headcount

6 month growth

2%

1 year growth

14%

2 year growth

38%
Locations
United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Customer Service
CategoriesNew
Sales & Account Management
Customer Success & Support
Requirements
  • Bachelor's Degree preferred
  • 3+ years of related experience and/or training or equivalent combination of education and experience
  • Proven experience in an RCM client-facing role
  • Strong analytical and problem solving skills required
  • Exceptional written, verbal and interpersonal communication skills required
  • Extensive knowledge of medical billing/coding, front-office, physician practice management and healthcare business processes
  • Advanced Excel skills such as the ability to use formulas to analyze data, create tables and pivot tables, formatting and conditional formatting
  • Ability to manage and integrate information located in multiple software systems
  • Strong understanding of various insurance carriers, including Medicare, private HMOs, and PPOs
  • Professional demeanor required
Responsibilities
  • Serve as the primary point of contact for medical practice clients
  • Develop and maintain strong client relationships to understand their unique RCM needs and challenges
  • Provide a high-level of value and customer service to both our client practices and their patients by identifying and efficiently resolving insurance and other billing-related issues
  • Establish, implement and manage Practice Performance Plans that identify, quantify and resolve issues that are impacting service levels and/or delivery of contractual obligations, as needed
  • Conduct routine client meetings to review business metrics, progress, and other proactive topics to ensure high quality delivery of contracted services
  • Manage and monitor the end-to-end RCM process for assigned clients
  • Collaborate with internal RCM operations team to ensure seamless service delivery
  • Conduct regular audits and assessments to identify areas for improvement and optimization
  • Review and analyze customer accounts; identify trends and issues, recommend and implement solutions and see through to a successful resolution
  • Leverage deep knowledge and understanding of clients’ key practice revenue performance metrics to drive SLA achievements, consult and advise our clients on a monthly basis
  • Prepare and deliver regular performance reports to clients, highlighting achievements and recommending improvements
  • Ensure Client Key Performance Indicator benchmarks are met
  • Work closely with global partners to coordinate and optimize RCM processes and improve overall client metrics
  • Identify opportunities for collaboration and efficiency gains with partners
  • Address and resolve client issues in a timely and effective manner
  • Manage and escalate complex issues to the appropriate internal teams or global partners for resolution
  • Maintain knowledge on current healthcare industry and specialty related changes
  • Keep abreast with ModMed software enhancements and releases
  • Promote collaborative relationships with operational leadership and on and offshore partners
  • Participate in sales calls as needed to demonstrate depth of domain expertise
  • Perform additional projects and job duties as assigned
Desired Qualifications
  • Professional demeanor required