Department

Client Services

Job Description

• ModuleMD is hiring for a Client Services Associate at our Grand Blanc location to support our clients and their use of our electronic health record software.
• This is the perfect outside-the-box opportunity for an individual with experience in medical practice such as a Nurse or Medical Assistant.

Reporting line

• The selected candidate will report directly to the Client Services Manager and with work cross-departmentally with R&D, Sales, Marketing, and Business Engagement to support clients, provide ongoing training, and further the goals of client engagement programs.

Responsibilities

• Interact with MDs, NPs, MAs, and other medical office staff on behalf of ModuleMD providing information about products and services.
• Maintain positive client relationships and follow up with customers to ensure issues have been resolved.
• Provide technical assistance and support for incoming queries and issues pertaining to our electronic health record.
• Monitor and respond quickly and effectively to support requests.
• Assist with the onboarding of new users through implementation and on-going software training.
• Document internal procedures.
• Document software functionality for client training purposes.
• Assist Sales and Marketing with product demonstrations as needed.
• Assist Business Engagement with customer engagement programs through education development, training, upselling, and account management activities.
• Analyze issues and use creative problem solving to resolve problems to the end user’s satisfaction.
• Walk customers through the problem-solving process.
• Monitor Service Desk for tickets assigned to the queue and process first-in/first-out based on priority.
• Report issues to Research and Development for bug fixes and further development of software enhancements.
• Set and meet project timelines, deliverables, and milestones.

Qualifications

• We are looking for applicants with varying backgrounds: customer support, medical field (Nurse or MA), communications, education/instructional design, and/or software/applications
• Strong problem-solving skills
• Ability to maintain a positive and friendly demeanor under high-stress situations
• Demonstrate proven ability to quickly grasp new technology
• Strong business and technical writing abilities is a plus
• Should be comfortable resolving basic computer-based technical issues
• Basic knowledge of medical office procedures/workflow
• Working knowledge of Electronic Medical Record system(s) is a plus
• Strong Word, Excel, PowerPoint, and Outlook skills required
• Familiarity with project management programs is a plus
• Must be flexible, self-directed, able to prioritize multiple tasks
• Possess strong analytical and problem-solving skills
• Must possess effective communication skills, especially verbal communication/phone skills, with the ability to interact with various levels of personnel
• A passion for helping and educating others
• Ability to work with minimal supervision
• Attention to detail

Work Environment

• • Office Setting. Must be able to sit at a desk in front of a computer screen for long periods of time.
  • Due to COVID-19, this position may begin as a remote position with the expectation that the individual will report to our Grand Blanc, MI office once physical operations re-open.