• Address patient billing inquiries • Resolve concerns or discrepancies • Collect outstanding balances for healthcare services • Ensure compliance with federal and state regulations • Communicate with patients and insurance companies to resolve billing issues

• Edit investigative reports for formatting, spelling, and grammatical issues to ensure they are client-ready when finalized • Alert regional managers to any issues related to investigative quality or compliance with investigative policies and procedures that may be identified during the report editing process • Update and annotate the corporate case management system with investigative notes and upload/save completed/edited reports • Review and analyze case notes and case instructions to determine what developed information is pertinent to the requested field investigation • Work closely with team members, regional managers, and service line directors

• Responsible for all files assigned with the timely and accurate processing of title documentation/information • Review of all documentation while identifying the proper flow of title documentation to proceed accordingly • Ensure timely contacts are made on inventory, utilizing system queues/prompts via phone, email, fax, USPS, or FedEx • Maintain an organized workspace/area that is conducive to the overall success of the department • Promptly/professionally/accurately handle inbound calls • Maintain clear, consistent, and timely email communication with both internal and external customers to resolve outstanding concerns and ensure timely completion of tasks • Accurately review and disposition of all documents received • Complete files within the expected timeline set forth by leadership • Accurately enter system notes in a clear, concise, and professional written style of communication • Maintain a consistent level of expected KPIs (Key Performance Indicators)

Listen and fully understand customer requirements and ‘pain points’ and translate customer requirements into implementation plans. Develop, coordinate, and execute implementation/upgrade/conversion project plans, task schedules, and resource activities to ensure on-time and effective project delivery. Design, create and manage applications, and software integration/migration deployments. Implementation services are delivered within scope or manage any changes in project scope, plans. Identify potential issues and collaborate with leadership when needed, to develop contingency Working with other departments and personnel to ensure information on customer needs are communicated. Follow up relentlessly with lagging or non-engaging accounts to ensure they implement HighLevel successfully in their business. Assist in Educational webinars, workshops, and more. Staying up to date with product features and releases. Identifies opportunities to streamline procedures, enhance revenue and improve product efficiency. Updates customer journey playbooks. Demonstrate technical acumen to convert plans into workable solutions. Communicate a passion for customer success with a team player attitude. Monitor, anticipate, and exceed customer adoption and usage metrics (i.e., renewals and net promoter scores). Conduct analysis of approved customer content and create a transition plan or migration plan. Advise customers on best practices, risks, and changes that impact institutional processes and timelines. Responsible for driving consulting milestones and achieving the agreed-upon implementation schedule. Provide guidance to customers to address critical and/or outstanding issues impacting the successful Implementation. Actively lead the consulting engagement throughout the implementation. Drive collaboration between internal functional teams and customers to achieve milestones and deliverables. Handle basic support requests during the implementation phase. Develop a strong rapport with new accounts to ensure they are enthusiastic about HighLevel and set up for long-term success. Always looking for ways to improve our onboarding delivery. Maintain product knowledge and consistent education. Cross-training with other success functions. Other duties may be assigned and/or modified as business needs change Associate degree or equivalent work experience and a minimum of two years of Customer success/software implementation/consulting experience or technical support. 2-3 years of experience using HighLevel or other similar vertical solutions. Strong skills, tact and diplomacy in dealing with sensitive customer issues, with exceptional follow-through ability and communication skills. Ability to handle multiple tasks in a fast-paced environment. Knowledge of internal systems preferred (HighLevel, Freshdesk, etc.). Strong understanding and proficiency in software solutions and professional service offerings. 2+ years of customer consulting work experience preferred. 2+ years of marketing experience is a plus! Strong verbal and written communication skills. IT technical skills and platform integrations. Experience in managing a diverse group and training each according to company standards. Great communication skills, verbal, written, and presentation capabilities with both customers and leadership. Self-starter, with a strong sense of ownership, assertive follow-through, and a passion for the highest level of customer satisfaction. Ability to handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment. Strong analytical and organizational skills with superior attention to detail. Ability to produce high-quality documents, SOP’s and customer journey Playbooks. Strong computer literacy, including MS Office Suite, Internet applications, and comfort and ability