Order Management Analyst

We are united in our mission to make a positive impact on healthcare. Join Us!

• South Florida Business Journal, Best Places to Work 2024
• Inc. 5000 Fastest-Growing Private Companies in America 2024
• 2024 Black Book Awards, ranked #1 EHR in 11 Specialties
• 2024 Spring Digital Health Awards, “Web-based Digital Health” category for EMA Health Records (Gold)
• 2024 Stevie American Business Award (Silver), New Product and Service: Health Technology Solution (Klara)

Who we are:

We Are Modernizing Medicine (WAMM)! We’re a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed is based in Boca Raton, FL, with office locations in Santiago, Chile, Berlin, Germany, Hyderabad, India, and a robust remote workforce with team members across the US.

ModMed is hiring a driven Order Management Analyst to join our positive, passionate, and high-performing Sales Operations team focused on serving as our client’s liaison as accounts request the provision by adding, removing, reducing, or canceling service. The Order Management Analyst reviews contracts, order forms, and other documentation specific to the client's requests to ensure the proper provisioning of services. The OMA will also work with various internal departments and 3rd party vendors to complete requests. This is an exciting opportunity to create and assist with accurate, timely, and consistent sales quotes, contracts, and customer kick-off processes for existing customers, sometimes working with high-profile accounts involving scoping purchases appropriately for successful order execution, inputting and validating data in SFDC and CPQ within a fast-paced Healthcare IT company that is genuinely Modernizing Medicine!

Your Role:

• Accept and efficiently complete order requests from the queue using the company’s CRM, Salesforce and ensure accuracy and completeness of request
• Review client contract terms and conditions for possible downgrade/cancellation of services
• Accurately document the status of client requests and follow all SOPs, ensuring the request and its status are transparent to all teams (Sales, Finance, Accounts Receivable, Data Services, Legal, etc.)
• Use legally approved templates to draft Contract Addendums, Termination Letters, and Data Extraction agreements
• Follow up on Data Extraction process ensuring proper closure of account
• Update software systems with client information such as modifying the authorized users on a customer’s account, financial quotes, customer cancellation codes, reasons, and termination dates
• Reconcile customer accounts and negotiate credit/refund requests for internal departments and customer disputes
• Initiate and maintain constant contact with client team members to proactively identify issues, risks, and opportunities
• Provide professional, timely, and courteous responses to incoming inquiries
• Work with the internal legal department on churn cases and track progress
• Create ad hoc reports as requested by internal departments
• Provide input into automation and process improvements
• Perform additional tasks as required to drive efficiencies in interactions with our internal and external customers
• Analyze and report key customer metrics and trends, including but not limited to customer churn, downgrades, and other key metrics utilizing ad-hoc reporting through various reporting tools
• Establish positive working relationships with internal teams to review and solve order-related issues
• Ability to work independently and as a part of a team
• Accept and efficiently complete order requests from the queue using the company’s CRM and Salesforce and ensure accuracy and completeness of requests.

Skills & Requirements:

• Bachelor’s degree required
• 1-3 years experience in Account Management, Contracts, Operations, or other operations roles.
• Customer experience with a SaaS-based solution
• Experience using Salesforce Lightning
• Excellent written, verbal, and interpersonal communication skills
• Polished phone presence and professional in-person demeanor
• Highly detail-oriented
• Ability to multitask, prioritize, and manage time effectively
• Ability to thrive in a fast-paced, dynamic, and innovative environment
• Ability to read and understand contractual terms; strong experience in redlining and negotiating agreements
• Strong quantitative and analytical skills
• Strong interest in healthcare technology
• Proactive work ethic and team player with a positive attitude and independent thinker empowered to make decisions without immediate supervision

#LI-SM2 #LI-REMOTE

ModMed Benefits Highlight:

At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits, including:

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs,
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.