ClinicMind Platform for Full-Cycle Patient Care

Revenue Cycle Specialist

• Serve as a senior point of resolution for escalated, complex, and high-dollar billing issues routed from internal billing teams, BPO partners, support/help desk, retention, and client-facing staff.
• Perform detailed root cause analysis on denials, rejections, underpayments, payment-posting anomalies, and configuration errors — identifying the true upstream driver (eligibility, enrollment, credentialing, coding, setup, or payer behavior) rather than applying surface-level fixes.
• Identify and capture all affected claims and accounts when a systemic issue is found, and drive corrective action end-to-end through to verified resolution.
• Document findings clearly and present recommendations and corrective-action plans to team leads and leadership.
• Partner daily with multiple teams — internal billing, BPO partners, Enrollment, Credentialing, Portals, QA, Data Entry, Onboarding, and Retention — to resolve issues that span team boundaries.
• Own and manage hand-offs between functions (for example, credentialing-completion to enrollment-initiation to system updates), ensuring tasks are routed, tracked, and closed correctly.
• Execute and verify account setup and configuration changes, including new-client billing setup, in-house (IH) and full-service (FS) conversions, service-facility and demographic updates, and payer/plan additions.
• Initiate and confirm EDI/ERA enrollment and related setup steps, coordinating with the Enrollment team and following established checklists and SOPs.
• Act as a subject matter expert and escalation resource for the broader RCM organization, fielding questions and providing authoritative guidance.
• Author, refine, and maintain Standard Operating Procedures (SOPs) and training materials based on issues resolved, helping standardize how the team works.
• Communicate efficiently and professionally with clients (practices and their staff) on escalated matters, representing the organization with a polished, credible, client-ready presence.
• Manage a high volume of concurrent tasks against productivity and completion-rate targets without sacrificing accuracy.

Senior Revenue Cycle Specialist

Onboarding Specialist

• Manage a portfolio of approximately 6–10 active onboarding accounts.
• Serve as the primary point of contact from contract signing through onboarding completion.
• Conduct Getting Started Calls (GSCs) to assess practice workflows, specialties, staffing structure, learning preferences, and onboarding requirements.
• Establish onboarding expectations, milestones, and timelines.
• Manage all client communications via email, phone, and Zoom.
• Conduct regular client check-ins throughout the onboarding process.
• Monitor client satisfaction and proactively identify potential concerns.
• Guide clients through go-live preparation and readiness.
• Deliver and/or coordinate the complete onboarding sequence, including: Getting Started Call (GSC), Billing Setup Call, Account Configuration, EHR Documentation Training, Billing Training, Insurance Training, Specialty Training, Dress Rehearsal.
• Customize training sessions based on specialty, workflow, documentation requirements, and billing processes.

Onboarding Account Manager

• Manage a portfolio of approximately 6–10 active onboarding accounts.
• Serve as the primary point of contact from contract signing through onboarding completion.
• Conduct Getting Started Calls (GSCs) to assess practice workflows, specialties, staffing structure, learning preferences, and onboarding requirements.
• Establish onboarding expectations, milestones, and timelines.
• Manage all client communications via email, phone, and Zoom.
• Conduct regular client check-ins throughout the onboarding process.
• Monitor client satisfaction and proactively identify potential concerns.
• Escalate risks and issues to leadership when appropriate.
• Guide clients through go-live preparation and readiness.
• Deliver and/or coordinate the complete onboarding sequence, including: Getting Started Call (GSC) Billing Setup Call Account Configuration EHR Documentation Training Billing Training Insurance Training Specialty Training Dress Rehearsal
• Customize training sessions based on specialty, workflow, documentation requirements, and billing processes.
• Ensure clients achieve clinical and billing readiness prior to graduation.
• Provide same-day post-session recaps with SMART action items.
• Maintain accurate documentation of all onboarding activities in Momentum CRM.
• Coordinate with Revenue Cycle Management (RCM) teams to schedule and complete billing-related onboarding requirements.
• Verify completion of: EDI enrollment ERA setup CMPay/Fortis activation
• Coordinate with: CredEdge (Credentialing) PatientHub CMPay Billing Operations
• Ensure all onboarding workstreams remain aligned and on schedule.
• Identify onboarding scope discrepancies and communicate findings early in the implementation process.
• Participate in or lead graduation reviews.
• Deploy and monitor Fire Onboarding Surveys.
• Escalate client concerns identified through survey responses within 48 hours.
• Complete graduation readiness verification, including: EDI confirmation Active payment processing Billing training completion Dress rehearsal completion Client confidence assessment.
• Prepare and conduct account handoff to the Retention team.

Customer Success Manager

• Serve as the primary strategic partner and advocate for enterprise healthcare clients.
• Drive account retention, ensuring customer satisfaction, and fostering trust-based relationships.
• Build and maintain executive-level relationships with key stakeholders.
• Execute customer success plans for each account that aligns with customer goals and measurable KPIs.
• Monitor and analyze client health scores, product utilization metrics, and satisfaction indicators.
• Serve as the first point of escalation for customer questions, concerns, and complaints.
• Accurately log all customer-reported issues, incidents, and service disruptions in CRM and project management software.
• Capture, document, and advocate for customer-requested system enhancements and feature improvements.
• Facilitate regularly scheduled cadence calls and meetings with assigned accounts.
• Travel to customer sites as needed to strengthen relationships and conduct workflow assessments.

Enterprise Customer Success Lead

• The ClinicMind Enterprise Customer Success Lead serves as the primary strategic partner and advocate for our enterprise healthcare clients.
• This role is responsible for driving account retention, ensuring customer satisfaction, and fostering deep, trust-based relationships across a portfolio of large-scale healthcare organizations.
• Own the end-to-end retention strategy for a portfolio of enterprise healthcare accounts, proactively identifying at-risk clients and developing action plans to address churn risk.
• Build and maintain executive-level relationships with key stakeholders including customer C-suite, IT, and Revenue Cycle leaders.
• Identify expansion and upsell opportunities within existing accounts.
• Negotiate and support contract renewals in alignment with company objectives.
• Serve as the voice of the customer to ClinicMind.
• Monitor and analyze client health scores, product utilization metrics, and satisfaction indicators (NPS, CSAT) to drive continuous improvement.
• Execute customer success plans for each account that aligns with customer goals with platform capabilities and measurable KPIs.
• Conduct regular business reviews (QBRs) to assess progress against goals and demonstrate ROI.
• Serve as the first point of escalation for customer questions, concerns, and complaints, ensuring timely, professional, and empathetic resolution.
• Accurately log all customer-reported issues, incidents, and service disruptions in the company's CRM and project management software.
• Maintain detailed records of issue history, resolution timelines, and follow-up actions for each account.
• Ensure customers receive timely updates on open issues and that SLAs are consistently met or exceeded.
• Capture, document, and advocate for customer-requested system enhancements, new features, and workflow improvements through the company's product feedback process.
• Facilitate regularly scheduled cadence calls and meetings with assigned accounts, including weekly or bi-weekly operational check-ins and quarterly strategic reviews.
• Travel to customer sites as needed to strengthen relationships, conduct in-depth workflow assessments, support go-live activations, or address critical escalations.

• Serve as the primary strategic partner and advocate for our enterprise healthcare clients
• Drive account retention, ensuring customer satisfaction, and fostering deep, trust-based relationships
• Own the end-to-end retention strategy for a portfolio of enterprise healthcare accounts
• Build and maintain executive-level relationships with key stakeholders
• Identify expansion and upsell opportunities within existing accounts
• Negotiate and support contract renewals
• Monitor and analyze client health scores, product utilization metrics, and satisfaction indicators
• Conduct regular business reviews
• Serve as the first point of escalation for customer questions, concerns, and complaints
• Accurately log all customer-reported issues, incidents, and service disruptions
• Capture, document, and advocate for customer-requested system enhancements

• The ClinicMind Enterprise Customer Success Lead serves as the primary strategic partner and advocate for our enterprise healthcare clients
• Responsible for driving account retention, ensuring customer satisfaction, and fostering deep trust-based relationships across a portfolio of large-scale healthcare organizations
• Own the end-to-end retention strategy for a portfolio of enterprise healthcare accounts, proactively identifying at-risk clients and developing action plans to address churn risk
• Build and maintain executive-level relationships with key stakeholders including customer C-suite, IT, and Revenue Cycle leaders
• Identify expansion and upsell opportunities within existing accounts
• Negotiate and support contract renewals in alignment with company objectives
• Serve as the voice of the customer to ClinicMind
• Monitor and analyze client health scores, product utilization metrics, and satisfaction indicators (NPS, CSAT) to drive continuous improvement
• Execute customer success plans for each account that aligns with customer goals with platform capabilities and measurable KPIs
• Conduct regular business reviews (QBRs) to assess progress against goals and demonstrate ROI
• Serve as the first point of escalation for customer questions, concerns, and complaints, ensuring timely, professional, and empathetic resolution
• Accurately log all customer-reported issues, incidents, and service disruptions in the company's CRM and project management software
• Capture, document, and advocate for customer-requested system enhancements, new features, and workflow improvements through the company's product feedback process
• Facilitate regularly scheduled cadence calls and meetings with assigned accounts, including weekly or bi-weekly operational check-ins and quarterly strategic reviews
• Travel to customer sites as needed to strengthen relationships and conduct in-depth workflow assessments
• Expected travel: up to 50% depending on portfolio size and customer needs

• Own the end-to-end retention strategy for a portfolio of enterprise healthcare accounts, proactively identifying at-risk clients and developing action plans to address churn risk
• Build and maintain executive-level relationships with key stakeholders including customer C-suite, IT, and Revenue Cycle leaders
• Identify expansion and upsell opportunities within existing accounts
• Negotiate and support contract renewals in alignment with company objectives
• Monitor and analyze client health scores, product utilization metrics, and satisfaction indicators (NPS, CSAT) to drive continuous improvement
• Conduct regular business reviews (QBRs) to assess progress against goals and demonstrate ROI
• Serve as the first point of escalation for customer questions, concerns, and complaints, ensuring timely, professional, and empathetic resolution
• Identify patterns in recurring issues and escalate systemic problems to appropriate internal teams
• Accurately log all customer-reported issues, incidents, and service disruptions in the company's CRM and project management software
• Maintain detailed records of issue history, resolution timelines, and follow-up actions for each account
• Ensure customers receive timely updates on open issues and that SLAs are consistently met or exceeded
• Capture, document, and advocate for customer-requested system enhancements, new features, and workflow improvements through the company's product feedback process
• Facilitate regularly scheduled cadence calls and meetings with assigned accounts, including weekly or bi-weekly operational check-ins and quarterly strategic reviews
• Travel to customer sites as needed to strengthen relationships, conduct in-depth workflow assessments, support go-live activations, or address critical escalations