RCM Customer Success Specialist 1
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What you'll do
- 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 directly with client practice staff.
- Manage phone queues related to transactional questions and route inquiries to appropriate internal parties as needed.
- Identify and escalate larger claim issues, recurring trends, or contract-related matters to the Client Advisor or appropriate functional teams for resolution.
- Oversee daily support management across approximately 20 assigned client accounts, delivering exceptional customer service to Office Managers, billers, and front-desk staff.
- Act as a Business Systems Analyst by reviewing individual client issue examples to diagnose underlying problems using product knowledge or preparing documentation for internal subject matter experts.
- Identify repetitive workflow bottlenecks, flag recurring claim errors or internal process gaps to leadership, and suggest improvements to client-facing documentation and training materials.
- Assist leadership and broader account teams in authoring and executing tactical risk mitigation plans for accounts identified as at-risk.
- Identify client pain points and operational gaps that could be resolved by additional ModMed services.
- Perform additional projects and job duties as assigned.
What they're looking for
- Minimum of 2 years of related experience and/or training in medical billing, healthcare business processes, or revenue cycle management (or an equivalent combination of education and experience) required.
- Solid knowledge of medical billing and coding, healthcare business processes, and a strong understanding of insurance carriers including Medicare, private HMOs, and PPOs.
- Basic Microsoft Excel skills (formulas, functions, formatting) and PowerPoint skills required.
- Detailed written, verbal, and interpersonal communication skills with high attention to detail.
- Strong organization and time management skills with the demonstrated ability to multitask in a fast-paced environment.
- Ability to work effectively both independently and as part of a collaborative team.
- Alignment with ModMed core competencies, including Accountability, Agility, Customer Focus, Communication, and Results Driven.
Nice to have
- Bachelor's Degree or equivalent work experience preferred.
- Medical Billing Certification preferred.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Join the Team Modernizing Medicine
At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.
A Culture of Excellence
When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes:
Consistently ranked as a Top Place to Work
2025 Globee Business Awards: Gold Globee for “Technology Team of the Year”
2025 Black Book Awards: Ranked #1 EHR in 11 Specialties
Florida Venture Forum: Venture-Backed Company of the Year
We are growing fast, thinking big, and we are just getting started.
Ready to modernize medicine with us?
Job Description Summary:
ModMed is hiring a customer-focused Associate RCM Client Advisor to join our high-performing Revenue Cycle Management (RCM) team. In this client-facing, entry-level role, you will provide essential tactical support across assigned client accounts by managing day-to-day transactional tasks, including client emails, support cases, and phone calls. The Associate RCM Client Advisor triages incoming inquiries, researches claim-level performance issues, and educates practice office staff on best practices to ensure daily operational health and mitigate ground-level churn risk. Working closely with Client Advisors and internal operations, you will assist with case triage, escalate trending claim issues, and help optimize client outcomes—with success measured by high CSAT scores, client referenceability, and the identification of expansion opportunities.
Your Role:
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 directly with client practice staff.
Manage phone queues related to transactional questions and route inquiries to appropriate internal parties as needed.
Identify and escalate larger claim issues, recurring trends, or contract-related matters to the Client Advisor or appropriate functional teams for resolution.
Oversee daily support management across approximately 20 assigned client accounts, delivering exceptional customer service to Office Managers, billers, and front-desk staff.
Act as a Business Systems Analyst by reviewing individual client issue examples to diagnose underlying problems using product knowledge or preparing documentation for internal subject matter experts.
Identify repetitive workflow bottlenecks, flag recurring claim errors or internal process gaps to leadership, and suggest improvements to client-facing documentation and training materials.
Assist leadership and broader account teams in authoring and executing tactical risk mitigation plans for accounts identified as at-risk.
Identify client pain points and operational gaps that could be resolved by additional ModMed services.
Perform additional projects and job duties as assigned.
Skills & Requirements:
Minimum of 2 years of related experience and/or training in medical billing, healthcare business processes, or revenue cycle management (or an equivalent combination of education and experience) required.
Bachelor's Degree or equivalent work experience preferred.
Medical Billing Certification preferred.
Solid knowledge of medical billing and coding, healthcare business processes, and a strong understanding of insurance carriers including Medicare, private HMOs, and PPOs.
Basic Microsoft Excel skills (formulas, functions, formatting) and PowerPoint skills required.
Detailed written, verbal, and interpersonal communication skills with high attention to detail.
Strong organization and time management skills with the demonstrated ability to multitask in a fast-paced environment.
Ability to work effectively both independently and as part of a collaborative team.
Alignment with ModMed core competencies, including Accountability, Agility, Customer Focus, Communication, and Results Driven.
ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:
United States
- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs,
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (first.lastname@modmed.com). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.
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