Osmind

Customer Support

• Drive the customer support function for our upgraded EHR platform and managed healthcare services
• Respond to customer queries in a timely and accurate way via email, phone, and chat regarding EHR usage
• Troubleshoot customer issues with EHR functionality and coordinate with vendor support when advanced technical assistance is needed
• Identify customer needs and help customers optimize their use of EHR features
• Assist cross-functionally with service updates, process improvements, and client outreach
• Serve as a liaison between customers and vendor support, ensuring efficient issue resolution and clear communication
• Maintain detailed case documentation and update internal knowledge base with common issues and solutions
• Give suggestions to improve service delivery processes and overall customer success

Customer Experience Associate

Customer Success Manager

• Serve as the trusted operational advisor for assigned clinical practices using the O360 product and RCM services.
• Assist clinicians and practice staff in understanding and optimizing workflows supported by our EHR and RCM tools.
• Proactively identify and troubleshoot practice operational challenges affecting patient care and revenue cycle processes.
• Collaborate cross-functionally with Product, Support, Implementation, and RCM teams to ensure issues are resolved promptly and improvements are communicated.
• Deliver tailored training and enablement sessions focused on operational excellence and product utilization.
• Manage ongoing client relationships to drive product adoption, satisfaction, and retention.
• Partner with practices on expansion opportunities including new treatment modalities (TMS, Spravato, ketamine) and capacity optimization
• Gather and relay customer feedback to inform continuous product enhancement.
• Track and report concrete improvements in practice performance metrics, demonstrating clear return on Osmind 360 investment within 6 months post go-live
• Provide detailed reporting to the Customer Success Lead on the health and performance of assigned practices.
• Operate autonomously, prioritizing workload and managing time effectively to meet client and company expectations.

Customer Success Manager, EHR

Operations

• About Osmind: Osmind is a technology, services, and data company focused exclusively on psychiatry; mental health disorders are one of the leading causes of death worldwide and are tied to shortened life expectancies.\n• They serve a network of 800+ independent psychiatry practices across 49 states; provide EHR, software solutions, clinician community, and managed services.\n• Osmind is a San Francisco–based public benefit corporation backed by investors.\n• Overview of the Role: As a Practice Operations Partner, you will be a vital part of our specialized Customer Success team; focus on optimizing practice workflows, ensuring smooth adoption and ongoing use of our EHR and RCM services; independent contributor role requiring strong communication and relationship management skills.