ModMed

Customer Support

• Deliver an exceptional client experience by identifying and documenting client needs and issues
• Answer incoming inquiries and apply problem-solving techniques
• Educate clients and follow issues through to successful resolution
• Provide consistent, professional, and high-quality client support
• Establish procedures to ensure client satisfaction and quality service delivery
• Communicate and collaborate across teams and departments to resolve issues
• Replicate and document issues for further escalation
• Join either the Clinical or Practice Management Support team based on experience and department needs
• Complete comprehensive training for the assigned support area

Support Specialist

Medical Billing and Coding

• Analyze, review, and provide feedback during quality assurance activities and QA audits
• Ensure federal, state, and payer coding guidelines and regulations are met
• Provide feedback to global coding teams to support successful coding of BOOST clients
• Maintain communication logs documenting global coding team training
• Report coding trends and issues to the department lead
• Review target cases each month according to the ModMed Quality Assurance SOP
• Document daily audit results in the Daily Audit Log
• Communicate coding resolutions to BOOST and global coding teams
• Assist with monthly QA audit log summary pages detailing global coding accuracy levels
• Collaborate on inquiries, clarifications, QA rebuttals, and training requests
• Work with coding leadership on training covering coding processes, documentation, coding guidelines, and QA findings
• Participate in remote coding sessions and sync or committee calls
• Support communications between internal BOOST RCM teams and the Auditing team
• Perform special BOOST quality assurance audits, including assignment accuracy and coding appeals accuracy
• Perform BOOST or Compliance audits when requested
• Support review, appeal, and follow-up of third-party audits such as RAC and CERT
• Assist with maintaining coding guidelines, coding scrub edits, and practice coding instructions
• Support continuous quality improvement and implementation of coding protocols and procedures
• Collaborate with coding and auditing team members to maintain department compliance and effectiveness

Medical Coding Auditor

Sales Development Rep

• Conduct outbound cold calls and develop email campaigns
• Use social media, including LinkedIn, to educate prospects and demonstrate solution value
• Research target leads and personas and analyze prospects before handoff to Regional Sales Managers or Account Executives
• Learn the healthcare industry and product offering to communicate value propositions and overcome objections and competitive questions
• Follow up on inbound marketing leads
• Identify qualified opportunities and provide appropriate information to interested prospects
• Maintain detailed, updated lead-management documentation using Salesforce.com, SalesLoft/Outreach, and other tools
• Achieve qualified-opportunity quotas to support territory revenue objectives
• Develop relationships with prospects and serve as the initial point of contact
• Schedule demonstrations for assigned Regional Sales Managers

Sales Development Representative

Customer Success Manager

• Manage incoming client emails, support cases, and transactional questions regarding charges, payments, and claims, ensuring resolution within a 48-hour SLA
• Conduct claim-level denial reviews, patient balance reviews, and demographic reviews with client practice staff
• Manage phone queues related to transactional questions and route inquiries to appropriate internal parties
• Identify and escalate larger claim issues, recurring trends, or contract-related matters to the Client Advisor or appropriate functional teams
• Oversee daily support management across approximately 20 assigned client accounts
• Deliver exceptional customer service to Office Managers, billers, and front-desk staff
• Review individual client issue examples to diagnose underlying problems using product knowledge or prepare documentation for internal subject matter experts
• Identify repetitive workflow bottlenecks, recurring claim errors, and internal process gaps
• Suggest improvements to client-facing documentation and training materials
• Assist leadership and broader account teams in authoring and executing tactical risk mitigation plans for at-risk accounts
• Identify client pain points and operational gaps that could be resolved by additional ModMed services
• Perform additional projects and job duties as assigned

Support Specialist

Medical Coding Auditor

Sales Development Representative

Customer Success Specialist 1