ModMed

Business Operations

• The Sr. Business Operations Analyst serves as a senior individual contributor within the Customer Success Reporting and Analytics function.
• This role is responsible for defining reporting frameworks, designing analytical approaches, and delivering strategic insights that guide Customer Success leadership decision-making.
• The Sr. Analyst partners closely with leadership and cross-functional stakeholders to identify trends, define operational metrics, and ensure reporting infrastructure supports organizational growth and operational efficiency.
• Lead the design and evolution of reporting frameworks that support Customer Success performance management.
• Define and evolve key performance indicators and measurement frameworks for Customer Success operations.
• Design and oversee dashboards and reporting structures used by Customer Success leadership.
• Translate complex business questions into analytical frameworks and reporting solutions.
• Provide leadership-level insights into operational performance, trends, and opportunities.
• Conduct deep analytical work to uncover operational insights that drive business improvement.
• Analyze complex datasets across multiple systems to identify trends, risks, and performance drivers.
• Develop analytical models and frameworks to support operational planning.
• Present findings and recommendations to Customer Success leadership.

Senior Business Operations Analyst, Customer Success

Product Manager

• The Transformation Product Owner drives the strategic vision and product roadmap for Customer Success Business Systems
• Own the full product lifecycle from process innovation to system delivery
• Create and prioritize the technical backlog to maximize ROI
• Automate complex operational workflows and deliver measurable efficiency gains (KPIs) for the CS organization
• Manage enterprise projects with multiple stakeholder groups through clearly defined project plans, organized communication, transparent decision and risk management
• Own the roadmap for CS business systems
• Define and track project and product KPIs
• Act as the final authority on accepting completed stories ensuring they meet business requirements
• Serve as the bridge between business stakeholders and technical delivery teams
• Engineer optimized 'to-be' process designs that leverage automation and AI to solve root-cause business problems
• Lead the strategy and execution of change management plans

CS Business Transformation Product Owner

Program Manager

• Facilitating execution of the organization’s cybersecurity strategy by managing security programs/projects, tracking key initiatives, and ensuring timely delivery milestones
• Develop and maintain a cybersecurity program roadmap that aligns with business objectives and regulatory requirements
• Collaborate with cross-functional teams to resolve roadblocks, and ensure stakeholder alignment for key security initiatives
• Assist in the development and execution of security governance frameworks, policies, and standards
• Lead efforts to establish an industry standard based Risk Management Program at ModMed
• Collaborate with the existing Security GRC team at ModMed
• Ensure compliance with regulatory requirements (E.g., HIPAA, SOC 2, PCI, etc.)
• Define, track, and report key performance indicators (KPIs) and metrics to measure the effectiveness of security programs and initiatives
• Develop executive-level dashboards and reports to communicate program status, risk posture, and operational performance to leadership and the board

Business Continuity Plan – Disaster Recovery Program Manager

Sales Development Rep

• Lead, coach, and develop a team of Sales Development Representatives (SDRs) through regular feedback, performance reviews, and career development planning
• Set clear performance expectations and hold team members accountable to defined goals and key performance indicators (KPIs)
• Monitor individual and team performance, addressing gaps through coaching plans and continuous improvement initiatives
• Ensure consistent execution of sales development processes, including lead qualification, early engagement, and event-generated leads
• Drive high-quality pipeline generation by ensuring SDRs consistently source and schedule qualified meetings with target prospects
• Conduct regular one-on-one meetings to review call activity, written communications, and performance data
• Analyze activity, conversion, and pipeline data to identify trends, coaching opportunities, and process improvements
• Partner with Sales leadership to design and execute effective sales development strategies aligned to revenue goals
• Collaborate cross-functionally with Sales, Marketing, Enablement, and Specialty General Managers to ensure alignment, messaging consistency, and smooth lead handoff
• Leverage Salesforce and analytics tools to track performance, report results, and inform data-driven decision making
• Proactively share insights and recommendations with stakeholders to improve pipeline health and team effectiveness
• Recruit, interview, hire, and onboard new SDRs, creating a supportive and inclusive team environment
• Reinforce sales enablement training and ensure team readiness across product knowledge, sales skills, and market focus areas
• Foster ongoing learning through coaching, team meetings, and skill development initiatives
• Build a motivating team culture through recognition, communication, and engagement
• Maintain visibility into team performance through dashboards and reporting
• Forecast SDR pipeline contribution and adjust strategies to address gaps
• Model company values by demonstrating accountability, adaptability, effective communication, customer focus, and results-driven leadership

Sales Development Manager

Learning and Development

• Train clients on the use of the features and functions of the service.
• Establish rapport; gain and maintain credibility with diverse audiences.
• Reporting software improvements and enhancements to software engineers.
• Help our clients adopt best practices in using our solution to manage their practice.
• You must be technically savvy with the ability to easily learn new software.
• Managing time effectively with minimal supervision to accurately scope projects and ensure that practices are trained on time.
• Responsible for training clients on medical software using classroom, remote, on-the-job, and blended training techniques.
• Manages the client training schedule and the workflow of the practice and coordinates with project managers and administrators to properly execute the training for all staff.
• Collaborate with the Training, Support, and Product departments to address training materials, programs, and client launch practices.
• Record details of client feedback through the training process.
• Responsible for contributing to the creation of training resource material.
• Maintain certification of 80% or higher on all application material and quizzes.

Software Training Consultant – OBGYN

Paralegal

• Draft, review, and negotiate commercial agreements including SaaS subscription agreements, master service agreements, order forms, statements of work, NDAs, data processing agreements, and amendments
• Identify legal and business risks, apply negotiation playbooks, and resolve standard contractual issues independently
• Partner with Sales, Revenue Operations, and Finance to support enterprise and strategic customer transactions
• Provide guidance on subscription licensing structures, pricing terms, renewal provisions, billing triggers, and contractual obligations to facilitate timely deal execution
• Evaluate contractual provisions related to data privacy, security requirements, service levels, indemnification, and liability
• Ensure agreements align with company risk tolerance, healthcare customer expectations, and regulatory obligations
• Maintain and improve contract templates, clause libraries, and negotiation playbooks
• Support contract lifecycle management (CLM) processes and identify opportunities to improve contracting efficiency and reduce sales cycle time
• Serve as a primary legal contact for Sales and internal stakeholders
• Coordinate with Security, Privacy, Compliance, Finance, and Customer Success to resolve contractual issues and align transaction terms with operational capabilities
• Maintain accurate contract records and documentation
• Track contract metrics, negotiation trends, and turnaround times
• Support audit and reporting requirements
• Provide guidance to internal teams on contracting policies and procedures and support training initiatives related to contract processes and risk standards

Senior Sales Transaction Paralegal

Project Manager

• Lead the initiation, planning, execution, and closing of enterprise-level implementations, ensuring a seamless transition from Sales handoff to "Go-Live" and ultimate handoff to Support/Customer Success
• Manage large-scale project workstreams including technical configuration, data conversion, 3rd-party integrations (interoperability), and specialized clinical workflow training
• Establish and lead project steering committees; facilitate high-stakes meetings with client C-suite (COO, CTO, CIO, CEO) to align on KPIs and success criteria
• Act as the point of contact and bridge across Sales, Product, Engineering, and Training teams to resolve bottlenecks and ensure resource alignment
• Follow and contribute to the EPMO playbook by identifying systemic gaps and implementing process improvements that reduce "Time-to-Value"
• Proactively identify and resolve high-impact risks; develop contingency plans for complex data migrations or change-management resistance within client organizations
• Rigorously manage project scope and budgets, ensuring high-quality delivery while maintaining the profitability of the professional services engagement

Enterprise Project Manager

• Backlog Management: Serve as the owner of the team’s technical backlog. Clearly articulate the scope of development and release phases, identifying the purpose of phasing projects intentionally. Make decisions on prioritization of features based on business value, technical debt, and process innovation opportunities.
• Project and Release Management: Manage enterprise projects with multiple stakeholder groups through clearly defined project plans, organized communication, transparent decision and risk management, and a deep understanding of the software development life cycle. Manage the team’s release calendar to ensure releases are well communicated and coordinated with subject matter experts across multiple departments.
• Product Vision & Strategy: Own the roadmap for CS business systems. Translate executive-level strategic goals into a prioritized technical backlog of features and automations in partnership with business subject matter experts.
• ROI & Value Realization: Define and track project and product KPIs. Present Quarterly Business Reviews (QBRs) to executive leadership and adjacent technical teams demonstrating the quantifiable financial impact of automation and system features.
• User Acceptance Testing & Validation: Define acceptance criteria and act as the final authority on accepting completed stories ensuring they meet business requirements. Coordinate UAT with business stakeholders.
• Cross-Functional Alignment: Serve as the bridge between business stakeholders across teams and departments and technical delivery teams, aligning all parties with clear communication on future state vision and project plans. Negotiate with department heads to balance conflicting priorities and resource constraints.
• Business Process Optimization engineering: Work closely with business SMEs to produce detailed "as-is" process maps. Lead process innovation sessions focused on creating exceptional internal and external customer experiences. Engineer optimized "to-be" process designs that leverage automation and AI to solve root-cause business problems.
• Change Management Leadership: Lead the strategy and execution of change management plans that drive positive user adoption of new solutions. Act as a spokesperson who builds enthusiasm and understanding of new solutions.
• Agile Leadership: Serve as the decisive voice in Agile ceremonies (Sprint Planning, Refinement, Reviews). Partner with adjacent technology teams in IT and Product and Engineering departments to ensure transparent planning and effective dependency management across multiple teams.
• Technical Translation: Translate complex business goals into high-quality User Stories and technical specifications. Work with architects to ensure system scalability and accuracy. Partner directly with engineers and stakeholders to ensure solution architecture meets business goals.

Business Transformation Product Owner

Customer Success Manager

• Manages/owns customer needs that come through the Account Management escalation queue in Salesforce
• Maintain an understanding of client industry, MMI suite of products, and role in the market
• Work collaboratively with other teams and departments across the organization to improve processes and mitigate customer risk
• Identify and facilitate upsell opportunities with customers as appropriate
• Serve as escalation point for issues that impact the customer’s success
• Advocate customer needs/issues cross departmentally
• Maintain regular communication (written and verbal) with customer escalations that you are owning
• Monitor and record all client communication in Salesforce
• Suggest practical services offered by MMI to create a more efficient and autonomous office flow
• Potential of owning your own small book of business

Customer Success Specialist

Full-stack Engineer

• Design, develop and implement complex engineering systems, aligning with future scalability and business objectives.
• Provide mentorship, set technical direction, and drive excellence in the team.
• Contribute to the technical roadmap with cross-functional teams and stakeholders, ensuring alignment with business objectives.
• Simplify and break down complex requirements into manageable deliverables and milestones through development of technical specifications.
• Ensure deliverables meet the functional and non-functional criteria, and drive changes proactively where outcomes are misaligned.
• Promote a culture of continuous improvement by guiding other engineers through design, code, and operational reviews.

Senior Software Engineer

Payroll

• Oversee all payroll operations for a growing, multi-state workforce, ensuring the highest levels of accuracy, compliance, and efficiency.
• Direct the payroll department by managing recruitment, performance evaluations, and professional development.
• Oversee timely, accurate multi-state payroll execution while ensuring strict adherence to federal, state, and local mandates.
• Partner with HR, Benefits, Accounting, and Digital Transformation (DX) teams to streamline data integration and business workflows.
• Design and implement robust payroll policies and internal controls to minimize risk and increase operational efficiency.
• Monitor shifting labor laws and tax regulations to proactively update systems and maintain organizational compliance.
• Serve as the primary point of contact for third-party payroll providers and external service vendors.
• Act as the final point of escalation for complex payroll inquiries from employees and internal stakeholders.
• Spearhead payroll systems implementations, version upgrades, and technical enhancements.

Payroll Manager

• Define and deliver AI-powered RCM capabilities, including policy extraction agents, claim scrubbers, denial risk models, and intelligent automation workflows
• Translate billing and payer policy complexity into structured logic suitable for AI models and rule engines
• Collaborate with AI/ML engineers to define model inputs, outputs, evaluation criteria, and success metrics
• Contribute to prompt engineering for LLM-based workflows, ensuring structured, testable, and reliable outputs aligned with billing accuracy standards
• Participate in model evaluation, output validation, and iterative refinement to improve precision, recall, and operational trust
• Use SQL and data analysis to identify trends in denials, scrub failures, payer policies, and operational inefficiencies
• Support data orchestration efforts by defining required datasets, feature inputs, and transformation logic
• Analyze automation performance using measurable KPIs (e.g., denial reduction, touch-time savings, automation rates)
• Partner with engineering on experimentation frameworks and structured model testing
• Convert high-level business problems into detailed epics and user stories with clear acceptance criteria
• Create flow maps and workflow diagrams to communicate business logic, automation rules, and agent behavior
• Break down AI and automation initiatives into incremental, deliverable features aligned with PI objectives
• Ensure requirements address edge cases, data dependencies, and workflow impacts across enterprise and RCM users
• Participate in SAFe Agile ceremonies, including backlog refinement, sprint planning, and stand-ups
• Own JIRA epics and stories from concept through release
• Triage and prioritize bugs, especially those related to AI output accuracy and automation reliability
• Perform functional validation and assist in model output certification before release
• Partner with Product Launch, Training, Support, Implementation, and RCM Operations to ensure successful feature rollout
• Manage alpha and beta programs, gathering structured feedback to improve AI performance and usability
• Act as a change agent promoting intelligent automation and measurable efficiency improvements across customer workflows

Product Owner – RCM Automation, AI

• Design and execute strategies to optimize the customer success journey.
• Drive outcomes aimed at reducing churn, increasing revenue, and optimizing customer experience.
• Work collaboratively with other teams and departments across the organization to deliver efficiencies in processes and procedures.
• Manage KPIs, milestones, and long-term goals supportive of the overall company objectives for revenue, growth, and retention.
• Ensure that we are accurately forecasting at-risk customers.
• Mentor and coach individual team members to achieve daily success, reach career development goals, and reduce time to proficiency.
• Work with Operational teams to plan, staff, and budget resources for our Customer Success team.
• Inspire customer-centricity across Modernizing Medicine.
• Collaborate and partner throughout the organization to represent customer needs and optimize the customer journey.
• Work with client teams to identify and mitigate risks and ensure 100% customer satisfaction.

Manager, Customer Success – Scribe

Revenue Operations

• Measure and analyze the ROI, efficiency, and effectiveness of all marketing programs, channels, and campaigns (digital, content, events, etc.).
• Analyze conversion rates across every stage of the marketing and sales funnel, identifying key friction points and providing recommendations to accelerate velocity from Inquiry to Closed Won.
• Ensure accurate tracking and data quality within core marketing systems (e.g., Marketo, HubSpot, Google Analytics) and their integration with Salesforce, working with the DX team as needed.
• Develop, maintain, and report on multi-touch attribution models to accurately credit marketing influence and investment across the customer journey.
• Collaborate with Marketing leadership to forecast pipeline contribution, demand targets, and provide data to inform budget allocation decisions.
• Design and maintain dashboards that clearly visualize key marketing KPIs (MQL volume, CPL, pipeline contribution) for leadership and tactical teams.

Revenue Operations Analyst

Financial Planning and Analysis

• Prepare the Forms 10-Q and 10-K in compliance with GAAP and SEC requirements
• Support external auditors during annual audits and interim reviews by preparing financial statement tie-outs, disclosure checklists, and responding to information requests and other inquiries
• Support Investor Relations by preparing financial information for the quarterly earnings release and investor presentations
• Prepare monthly financial statements for management, including the statement of cash flows and related variance analyses
• Create and maintain internal controls over financial reporting and help drive the sub-certification process for 10-Q/10-K
• Monitor emerging FASB and SEC guidance to assess financial reporting impacts and draft required disclosures
• Perform ad hoc peer comparisons