ModMed Benefits Overview

Provides post-sale support for approximately 20 healthcare client accounts, handling emails, cases, calls, claim reviews, patient balances, and demographic issues. Advises practice staff on revenue cycle best practices, resolves transactional questions within SLAs, identifies recurring problems, escalates complex issues, and recommends workflow, documentation, training, and risk-mitigation improvements. The role also identifies client pain points and potential expansion opportunities.

Own post-sale relationships for strategic healthcare clients, driving retention, expansion, adoption, and advocacy. Advise customers on product value, stabilization, training, and workflow improvements; monitor engagement and churn metrics; identify upsell opportunities; resolve escalations; document communications in Gainsight and Salesforce; lead customer health reviews; and support other customer success managers.

Provides frontline B2B SaaS product support to Klara users through phone, email, and chat. Troubleshoots software issues, performs browser and API diagnostics, documents and escalates complex problems, authors knowledge-base content, collaborates cross-functionally, and recommends workflow improvements using AI productivity tools. The role requires strong customer communication, multitasking across support channels, and availability from 11 a.m. to 8 p.m. EST, including occasional weekends.