Order Management Analyst

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.
• Minimum of 3-5 years 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