ICANotes LLC

• Lead preparation of annual budgets, quarterly forecasts, and rolling financial projections • Perform in-depth variance analysis, identifying root causes and recommending counter measures to leadership • Develop and maintain financial models that reflect underlying business drivers • Conduct retention, cohort tracking, and churn analysis to surface trends and inform strategic decisions • Analyze user expansion and contraction metrics to support growth initiatives • Develop forward-looking insights into key revenue and business metrics • Act as a trusted business partner to cross-functional teams, gathering inputs, validating assumptions, and ensuring models reflect true business dynamics • Support ad hoc scenario analysis, sales pipeline reviews, pricing studies, and margin analyses • Partner with sales leadership on quota planning and go-to-market financial support • Translate complex financial data into clear narratives that resonate with both financial and non-financial audiences • Prepare and present materials to senior stakeholders with clarity and confidence

Role Description We are looking for a Billing Implementation Coordinator who thrives at the intersection of client onboarding and billing operations. This role is responsible for managing and coordinating the implementation of clearinghouses and billing solutions for clients across both ICANotes Classic and Plus platforms, while also serving as a key individual contributor in day-to-day execution. The ideal candidate is as comfortable navigating EDI/ERA enrollments and payer portals as they are running client training sessions and driving cross-functional alignment. This is a critical role that directly impacts customer satisfaction, time-to-revenue for new accounts, and the overall health of our billing ecosystem. - You are a self-starter who is energized by helping practices get paid faster. - You are not afraid to get your hands dirty in enrollment forms, portal configurations, or claim troubleshooting, and you take pride in identifying issues before they escalate. - You enjoy collaborating across disciplines and can translate billing complexity into clear, actionable steps for clients. - You thrive in environments with many moving parts. - When faced with operational ambiguity or cross-functional noise, you bring structure, prioritization, and steady execution. - Demonstrated ability to create order from ambiguity and drive clarity amid moving parts, shifting priorities, and operational complexity. Key Responsibilities - Inovalon Wholesale Implementation (primary): Oversee and manage the implementation and onboarding process for Inovalon wholesale customers on both ICANotes Classic and Plus, ensuring proper setup and configuration in ICANotes to meet the practice's billing needs, successful EDI/ERA enrollment submission, and seamless coordination of training and testing. - Clearinghouse Setups on ICANotes Plus: Complete clearinghouse integrations in ICANotes Plus for all supported clearinghouses, including testing and back-end configuration. - Training & Support: Conduct training sessions for clients on the Inovalon Portal for billing functionalities, claims processing, and revenue cycle management best practices. - Troubleshooting & Issue Resolution: Identify, investigate, and resolve issues related to billing setup, claim submissions, and payment processing, triaging to other teams as needed. - Collaboration: Work closely with product, engineering, and support teams to escalate and resolve complex billing-related issues. - Documentation & Reporting: Maintain detailed documentation of client configurations, implementation progress, and issue resolutions. - Day-to-day execution: Submit Inovalon new customer account requests, complete account setups, run Inovalon demos and initial onboardings, edit forms and obtain signatures for enrollments, process Inovalon cancellation requests, manage Inovalon Classic-to-Plus migrations, and represent the function in team meetings. Qualifications - 3+ years of experience in billing implementation, revenue cycle operations, or client onboarding, ideally within healthcare SaaS or EHR contexts. - Hands-on experience with medical billing clearinghouses (Inovalon, Availity, Change Healthcare/CHC, or similar) and EDI/ERA enrollment workflows. - Demonstrated ability to manage multiple concurrent client implementations with tight deadlines. - Strong organizational and problem-solving skills with excellent attention to detail. - Excellent written and verbal communication skills, with comfort leading live client training sessions over Zoom or Google Meet. - Experience with tools such as TeamSupport, Slack, Google Sheets/Docs, Snagit, and PDF editing software. - Familiarity with payment processing platforms (Nexio, PaySpan, or similar) is strongly preferred. - Familiarity with healthcare or EHR systems is strongly preferred. - Comfort working in admin/back-office portals (StaffServer, Plus Admin Portal, Madaket, payer portals); technical fluency with tools like WinSCP is a bonus. Tools used in this role - TeamSupport - StaffServer / Plus Admin Portal - Slack - Zoom - Google Meet - Google Sheets/Docs - Snagit - PDF editing software - Inovalon Claims Management Pro - Madaket Enrollment Portal - ICANotes - BillFlash - Kno2 test accounts - PaySpan - Availity - CHC PES - Other third-party payment platforms - WinSCP Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

• Generate new business opportunities through strategic outbound prospecting efforts including cold calls, email campaigns, LinkedIn outreach, referral development, and territory-based targeting. • Build and maintain a consistent pipeline of behavioral health providers, clinics, group practices, and CMHCs. • Conduct high-volume outbound activity while maintaining personalized and consultative engagement. • Identify key decision-makers and navigate multi-stakeholder sales environments. • Own the full sales cycle from prospecting through close. • Conduct discovery calls to understand operational, clinical, financial, and workflow challenges within behavioral health organizations. • Deliver compelling product demonstrations aligned to customer pain points and organizational goals. • Develop proposals, pricing discussions, and contract negotiations. • Maintain accurate forecasting and opportunity management within Salesforce or CRM platform. • Position ICANotes as a strategic partner in improving documentation efficiency, compliance, clinician experience, and operational outcomes. • Understand behavioral health workflows, reimbursement considerations, and EHR buying dynamics. • Collaborate cross-functionally with implementation, customer success, marketing, and leadership teams to support successful customer acquisition. • Meet or exceed monthly, quarterly, and annual quota targets. • Maintain activity metrics including outbound calls, meetings booked, demos completed, and opportunities created. • Consistently advance pipeline stages with urgency and professionalism. • Participate in ongoing sales training, coaching, and process improvement initiatives.

• Work independently to determine efficient troubleshooting paths via data collection, analysis, and discussion w/ key stakeholders. • Provide timely estimates and summaries of escalations and analysis to management, customer support, and engineering teams. • Write targeted software defect fixes that may involve frontend (TypeScript/Angular), backend (NodeJS) or database (MySQL) code. • Ability to troubleshoot issues in production environments with attention to data protection. • Passionate about technology and bringing new technology or process ideas to the team. • Is a multitasker with the ability to work efficiently and effectively within deadlines without compromising quality. • Experience working with a startup or enjoy working in a startup like environment with ambiguity and speed.

Position Overview We are seeking a detail-oriented Escalations Specialist to handle customer related escalation inquiries, partnering with our retention team. This role involves managing and triaging customer inquiries related to product/feature adoption, post-onboarding challenges, and cancellation requests. This role requires excellent communication, problem-solving skills, and the ability to handle critical customer issues in a professional and timely manner. Key Responsibilities - Own the escalation process for Plus customers, collaborating with cross-functional teams (Product, Engineering, QA, Support, Compliance) to drive timely and effective resolution of escalated issues. - Work alongside the retention team, communicating with customers via phone and email to understand the reason for cancellation and offer potential solutions or alternative services to retain business - Work closely with Support to develop training and knowledge base materials aimed at preventing future escalations. - Communicate regularly with customers, providing transparent updates and managing expectations. - Develop and refine escalation protocols and KPIs, ensuring SLAs are met or exceeded. - Ensure all escalations are handled in compliance with healthcare regulations (e.g., HIPAA,) - Ensure accurate documentation of escalation requests, feedback, and resolutions in CRM or ticketing systems - Collaborate with billing and finance teams to handle final invoices, refunds, or outstanding balances - Assist with additional support-related escalations in which a customer threatens to quit Required Qualifications - 2+ years of experience in customer service, account management, or SaaS subscription management, with specific experience handling customer escalations - Understanding of EHR software and healthcare industry regulations is a plus - Excellent verbal and written communication skills. - Ability to handle difficult conversations with professionalism and empathy. - Proficiency in CRM and ticketing systems (Salesforce, Zendesk, or similar). - Strong problem-solving and negotiation skills. - Detail-oriented with strong organizational skills. Benefits for full time domestic employees - Healthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options - Basic term and optional term life insurance - Short-term disability (paid for by the company) and long-term disability - 401(k) and employer-matched retirement plan - Paid time off that includes 8 sick leave days per year (80-hour annual rollover), 6 personal days per year (rollover all), and 12 vacation days per year (rollover all) Position fully remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, OH, PA, SC, TX, VA, WA Note this is an individual contributor role and does not include managing personnel. Role fully remote. Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

• Engage potential customers with tailored sales strategies that showcase the value of ICANotes Behavioral Health EHR • Craft strategic outreach campaigns utilizing Zoho CRM, cold calls, and emails to connect with prospective customers • Leverage your consultative skills to understand the unique needs of prospects and recommend ICANotes products and services that align with those needs • Nourish warm inbound leads into qualified opportunities by nurturing trust and understanding through ongoing communication • Maintain a dynamic pipeline of interested prospects, effectively transitioning them to our sales closers for the next steps • Collaborate on refining our SDR playbook by identifying and sharing best practices that drive success

• Partner with Sales/CS to ensure identified candidates are migration eligible (if applicable) • Actively participate in customer implementations, providing hands-on guidance for both new customers and those transitioning from the classic ICANotes program. • Track customer touchpoints in Zoho and liaise with other internal teams to ensure milestones are met • Serve as the escalation point for complex implementation challenges. • Design, refine, and implement workflows to improve the efficiency and effectiveness of the implementation process. • Collaborate with cross-functional teams (e.g., product, support, training) to identify and resolve process bottlenecks. • Ensure a seamless onboarding experience, addressing customer concerns promptly and effectively. • Monitor and act on customer feedback to enhance implementation quality and satisfaction. • Track and report implementation progress, success metrics, and challenges in regular meetings and to leadership. • Ensure implementation timelines, quality benchmarks, and customer satisfaction goals are consistently met. • Develop a handoff process for post go live customers to transition to the Account Management team.