Remote Order Management Analyst

Summary

Join ModMed as an Order Management Analyst to serve as a client's liaison, reviewing contracts and order forms to ensure proper provisioning of services. The role involves working with internal departments and vendors to complete requests, creating accurate sales quotes, and updating software systems with client information.

Responsibilities

• 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