Client Success Associate

Edsana is seeking an organized, detail-oriented Client Success Administrator to provide day-to-day

administrative support to our Client Success Manager. This role helps keep client accounts running

smoothly by managing schedules, records, reports, and follow-ups so the Client Success Manager can focus on client relationships, training, and growth.

This position reports to the Client Success Manager and works closely with the Client Support and Plan of Care teams to support Edsana’s LEA clients and their school-based Medicaid programs.

Client Success Administrator Responsibilities:
Other duties may be assigned

Client Success Manager Support

Manage the Client Success Manager’s calendar; schedule client meetings, trainings, onsite visits,

and internal check-ins.

Prepare meeting agendas, materials, and sign-in sheets; take meeting notes and distribute action

items.

Track open action items and follow-ups for each client and send reminders before deadlines.

Draft routine client correspondence, letters, and email updates for the Client Success Manager’s

review.

Coordinate travel arrangements and track related receipts and expense reports.

Client Records & Onboarding

Maintain organized client files and binders (contracts, consents, provider lists, training records,

and correspondence) in SharePoint.

Assist with new client onboarding: gather required documents, set up client contacts, and track

onboarding checklists to completion.

Keep client and LEA contact information, key dates, and account notes current in the CRM (Hub Spot).

Maintain user access lists and provider staff pools in Paddy Net/Edu Doc as directed.

Upload signed documents to client accounts and confirm records are complete.

Reporting & Data

Pull, format, and distribute standard client reports (compliance, billing, eligibility, and documentation status).

Assist with data entry, including consents and nursing orders, as needed.

Compile data for client reviews, mid-year and end-of-year letters, and progress letters.

Track recurring deadlines (eligibility runs, quarterly verifications, and annual reports) and notify

the team in advance.

Client Communication & Support

Serve as a first point of contact for routine client inquiries; log support tickets and route issues to

the appropriate team member.

Track open support tickets and system issues (including Jira tickets) and update clients on status.

Schedule and confirm Paddy Net/Edu Doc trainings (phone, Zoom, or onsite) and send training

materials and follow-up resources.

Help maintain and update training materials, user guides, and FAQs.

Office & Administrative

Prepare outgoing mail and process incoming client mail and faxes.

Assist with invoice preparation and tracking as directed by the Client Success Manager.

Order supplies and conference materials; support conference and event logistics.

Perform other duties as assigned.

Required Qualifications and Education:

High school diploma required; associate or bachelor’s degree preferred.

2+ years of administrative, customer service, or client support experience.

Experience in school-based Medicaid, healthcare billing, or K-12 education is a plus.

Strong organizational skills with the ability to manage multiple deadlines and follow up consistently.

Excellent verbal and written communication skills with a professional, client-focused approach.

High attention to detail and accuracy in data entry and record keeping.

Proficient with Microsoft Outlook, Word, Excel, Teams, and SharePoint; experience with a CRM

(Hub Spot) is a plus.

Ability to learn new software systems (Paddy Net/Edu Doc) quickly.

Ability to handle confidential student and client information in compliance with HIPAA and FERPA.

Works well independently and as an active member of a team.

Work Schedule:

Full-time, in person. Monday – Friday, 8:00 am – 4:00 pm.

Company Benefits:

Health insurance

Life insurance

401(k) with company match

Paid holidays and paid time off

Summary:

To perform this job successfully, an individual must be able to perform each essential duty with a high level of professionalism and skill. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.