RCM Customer Success Specialist 1

ModMed

8d • Hybrid

About The Position

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.

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.
• 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 Haves

• Bachelor's Degree or equivalent work experience preferred.
• Medical Billing Certification preferred.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree