Client Onboarding & Billing Support Specialist

Department: Client Services / Implementation

Reports To: Implementation Manager / Director of Client Services

Location: Hybrid - frequent travel to client sites required (approximately 25–50%)

Employment Type: Full-time

ModuleMD is a leading provider of healthcare software and billing, credentialing, and practice management solutions, serving allergy, immunology, and multi-specialty practices. We are dedicated to streamlining revenue cycle operations and improving the client experience through dependable systems, responsive support, and knowledgeable people. Join our team to help clients succeed from their very first day with ModuleMD.

The Client Onboarding & Billing Support Specialist leads new clients through a smooth, confident transition into ModuleMD's billing systems, workflows, and services. This role owns the full onboarding lifecycle - system setup and configuration, staff education, data integration, and go-live support - while serving as the client's trusted point of contact throughout implementation. The ideal candidate is a relationship-builder and natural problem-solver who brings empathy and professionalism to every client interaction, is comfortable traveling to client sites, and takes pride in representing ModuleMD well in person and online.

• Manage end-to-end implementation of medical billing systems for new clients, including setup, configuration, and customization.

• Conduct structured onboarding and training sessions covering billing workflows, software usage, and compliance standards.

• Assist with setup and coordination of third-party vendors required for billing (e.g., TriZetto, EEP, Availity), including logins and access credentials.

• Perform thorough system testing to validate functionality and data accuracy prior to go-live.

• Provide ongoing RCM training and support throughout early billing operations.

• Travel to client locations for on-site onboarding, training, and go-live support (approximately 25–50% domestic travel, as required by client projects).

• Conduct in-person assessments of client workflows, infrastructure, and readiness for implementation.

• Deliver hands-on training for clinical and administrative staff on billing processes, data entry, and compliance.

• Provide on-site troubleshooting and issue resolution during go-live and post-implementation phases.

• Represent ModuleMD professionally during every client visit, building trust and maintaining strong relationships.

• Prepare visit reports summarizing training outcomes, issues identified, and next steps for internal teams.

• Serve as the primary point of contact for clients throughout the onboarding and implementation phase.

• Manage multiple client onboarding projects simultaneously while meeting deadlines and maintaining quality.

• Develop and maintain implementation timelines and project plans, ensuring all milestones are met.

• Facilitate client meetings to review progress, gather feedback, and adjust workflows as needed.

• Build genuine, lasting relationships with clients grounded in trust, responsiveness, and follow-through.

• Collaborate with the Client Success team to ensure a smooth handoff once onboarding is complete.

• Deliver comprehensive training and product demonstrations on billing processes, software functionality, and compliance requirements.

• Develop and maintain training materials, including user guides, training videos, and knowledge base content.

• Assess client understanding and readiness before transitioning clients to ongoing support.

• Obtain and document client sign-off confirming completion of training.

• Coordinate accurate integration of client data into billing systems, including encounter forms, procedures, diagnoses, insurance, and demographics.

• Support data migration, system configuration, and API integrations with third-party applications (labs, scheduling, practice management tools).

• Troubleshoot and resolve system setup or data transfer issues, collaborating with IT and software vendors as needed.

• Ensure onboarding and billing practices adhere to industry regulations and compliance standards (HIPAA, HITECH).

• Review workflows to minimize errors, rejections, and denials.

• Conduct audits during training phases and provide client feedback to improve billing accuracy and efficiency.

• Maintain accurate records of onboarding activities, client interactions, training sessions, and system configurations.

• Track onboarding progress using project management/CRM tools and maintain accurate client records.

• Prepare and present reports on onboarding progress, client feedback, and issues encountered.

• Partner with internal teams — Credentialing/Enrollment, Billing, Client Services, and IT — for a coordinated approach to onboarding.

• Communicate clearly and proactively with clients to understand needs and address concerns promptly.

• Identify common onboarding challenges and work with product and support teams to improve the process.

• Participate in internal meetings to review onboarding outcomes and identify improvements.

• Participate in demonstrations and education for prospective clients as needed.

• Proactively identify opportunities for additional client support and process improvement, including upsell opportunities.

• Bachelor's degree in Healthcare Administration, Information Systems, Business, or a related field (or equivalent experience).

• 2+ years of experience in client onboarding, implementation, or customer success — preferably in healthcare billing or software.

• Familiarity with healthcare workflows, medical billing, and compliance requirements (HIPAA, HITECH, ICD-10, CPT codes).

• Proficiency with medical billing systems and understanding of healthcare data workflows, including encounter forms and claims data.

• Solid understanding of medical terminology, patient encounters, and healthcare compliance.

• Experience with data migration, system configuration, and API integrations with third-party applications.

• Strong Excel/Google Sheets skills for data imports, mapping, and validation.

• Comfort working with cloud-based platforms and SaaS applications.

• Ability to troubleshoot technical issues and guide clients through resolution steps.

• Proficiency with Microsoft Office Suite and web-based applications.

• Awareness of data security, PHI handling, and patient privacy best practices.

• Strong documentation skills using digital tools (e.g., Confluence, Notion, SharePoint).

• Quick learner, comfortable adapting to new software and technologies.

• Relationship building: forms trust quickly with clients and colleagues and sustains it over the life of an account.

• Problem-solving: diagnoses root causes calmly and finds practical solutions under pressure.

• Empathy: listens well and understands client frustration or urgency without losing focus on the resolution.

• Professionalism: represents ModuleMD with polish and confidence in every client-facing setting, in person and remote.

• Communication: explains technical or billing concepts clearly to audiences ranging from front-desk staff to practice leadership.

• Organization: manages multiple onboarding projects and deadlines without letting details slip.

• Experience working directly with clinicians, practice managers, or healthcare administrators.

• Previous experience in SaaS, EHR, or medical billing implementation roles.

• Certification or training in project management or healthcare IT (e.g., PMP, CHIT, or similar) is a plus.

ModuleMD is an equal opportunity employer dedicated to creating an inclusive, close-knit work environment where everyone contributes their strengths to shape their role at the company. In addition to a collaborative culture, we offer:

• Competitive base salary plus commission plan.

• Opportunity for career progression in a growing company.

• Hybrid flexibility - work remotely with travel to client sites as needed.

• 401(k) retirement plan.

• Paid Time Off (PTO) and paid holidays.

• Comprehensive insurance package including medical, dental, vision, and life insurance.