Customer Success Specialist 1

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee incoming client emails, support inquiries, and transactional questions concerning charges, payments, and claims, ensuring resolution within a 48-hour service level agreement (SLA).

• Conduct thorough reviews of claim denials, patient balances, and demographic information in collaboration with client practice staff.

• Manage phone queues related to transactional inquiries and direct questions to the appropriate internal teams.

• Identify and escalate significant claim issues, recurring trends, or contract-related concerns to the Client Advisor or relevant functional teams.

• Supervise daily support management for approximately 20 assigned client accounts.

• Provide exceptional customer service to Office Managers, billing personnel, and front-desk staff.

• Analyze individual client issue examples to uncover underlying problems, utilizing product knowledge or preparing documentation for internal experts.

• Identify consistent workflow bottlenecks, recurring claim errors, and internal process deficiencies.

• Recommend enhancements to client-facing documentation and training materials.

• Assist leadership and broader account teams in developing and implementing tactical risk mitigation strategies for accounts at risk.

• Recognize client pain points and operational gaps that could potentially be addressed by additional ModMed services.

• Execute additional projects and job responsibilities as assigned.

⛳️ Requirements

• A minimum of 2 years of relevant experience and/or training in medical billing, healthcare business processes, or revenue cycle management, or an equivalent combination of education and experience is required.

• A Bachelor's Degree or equivalent work experience is preferred.

• Medical Billing Certification is preferred.

• Strong knowledge of medical billing and coding practices.

• Familiarity with healthcare business processes.

• In-depth understanding of insurance carriers, including Medicare, private HMOs, and PPOs.

• Basic skills in Microsoft Excel, including formulas, functions, and formatting.

• Proficiency in PowerPoint is required.

• Excellent written, verbal, and interpersonal communication skills.

• High level of attention to detail.

• Strong organizational and time management abilities.

• Proven capability to multitask in a fast-paced environment.

• Ability to work independently as well as collaboratively within a team.

• Alignment with ModMed core competencies, such as Accountability, Agility, Customer Focus, Communication, and Results Driven.

🏝️ Benefits

• Comprehensive medical, dental, and vision benefits, including a company contribution to a Health Savings Account.

• 401(k) matching contribution of 50% of employee contributions deferred on up to 6% of compensation; vested after one year of employment.

• Generous Paid Time Off policy.

• Paid Parental Leave programs.

• Company-paid Life and Disability insurance benefits.

• Flexible Spending Account options.

• Employee Assistance Programs.

• Company-sponsored Business Resource and Special Interest Groups.

• Opportunities for professional development.

• Tuition reimbursement programs.

• Unlimited access to LinkedIn Learning.

• Global presence with opportunities for in-person collaboration.

• Dog-friendly headquarters (US).

• Weekly catered breakfast and lunch provided.

• Treadmill workstations available.

• Zen and wellness rooms located within BRIC headquarters.