ClinicMind Platform for Full-Cycle Patient Care

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

Financial Planning and Analysis

• Lead the company’s financial planning, budgeting, forecasting, and reporting activities
• Develop and execute financial strategies aligned with organizational growth objectives
• Oversee accounting operations, treasury management, tax planning, compliance, and audits
• Provide financial analysis and recommendations to executive leadership for strategic decision-making
• Manage cash flow, financial risk assessments, and investment planning
• Ensure compliance with local and international accounting standards, tax laws, and regulatory requirements
• Oversee preparation of timely and accurate financial statements and management reports
• Collaborate with department heads to optimize operational and financial performance
• Support mergers, acquisitions, due diligence activities, and financial modeling initiatives
• Establish and improve financial controls, systems, policies, and operational procedures
• Work closely with billing and operations teams to support financial oversight of medical billing and Revenue Cycle Management (RCM) processes

Chief Financing Officer – CFO

Billing Specialist

• Handle high-level billing escalations and serve as a subject matter expert for complex claim issues
• Review claims to identify errors caused by system setup or process gaps
• Collaborate with SYSADMIN to correct systemic configuration issues and validate updates
• Provide data and guidance on affected claims to billing teams and providers for manual resolution
• Support provider and retention teams by explaining billing outcomes and corrective actions clearly
• Document recurring issues and recommend workflow or system improvements
• Lead or participate in small projects related to billing reviews, system changes, and process enhancements

Subject Matter Expert, Billing Specialist

Onboarding Specialist

• This is an end-to-end implementation ownership role
• You will take newly signed, high-value practices from contract execution → live production, owning: The onboarding strategy, Timeline and milestone management, Workflow configuration and readiness, Client training and accountability, Risk identification and mitigation
• You will operate across clinical workflows, revenue cycle workflows, payer contracting considerations, and front-office operations
• Lead Getting Started Calls (GSCs) that set expectations, scope, timelines, and success criteria
• Deliver live, instructor-led workflow based trainings for: Front office and scheduling teams, Providers and clinical staff
• Identify onboarding risks early (data readiness, staffing gaps, payer issues, workflow misalignment) and proactively manage them

Senior Client Onboarding Specialist, OAM

Analyst

• Maximize insurance reimbursement for healthcare practice owners
• Discover root causes for medical insurance claim denial, underpayment, or delay and propose resolutions
• Interact with the US-based insurance carriers to follow-up on unpaid claims, delayed processing, and underpayment plan and execute medical insurance claim denial appeal process
• Interact with US-based practice owners and clinicians on completing and correcting any missing or incorrect data on their insurance claims

Enterprise Customer Success Lead

Enterprise Customer Success Lead

Enterprise Customer Success Lead

Enterprise Customer Success Lead

Enterprise Customer Success Lead

Chief Financing Officer – CFO

Subject Matter Expert, Billing Specialist

Senior Client Onboarding Specialist, OAM

Medical Biller, AR Followup Analyst