Client Success Representative

Role Overview

• Answer and resolve or route Client Relations phone calls in an efficient and timely manner.
• Answer and resolve or route Client Relations emails from clients and internal staff in an efficient and timely manner.
• Detect caller patterns/trends and provide appropriate feedback to Client Relations leadership in order to reduce or prevent future problems.
• Identify and communicate call and email trends and present data to Client Relations team for use in Client Business Reviews and internal schedule management.
• Work closely with Client Relations leadership to design processes and recommend improvements for better team support and improvement of the client experience.
• Facilitate timely communication and follow-up.
• Lead and participate in various projects as needed.
• Calling efforts for items that need to be addressed with clients quickly.
• Documenting requests for audits or other similar requests.
• Collaborating with Strategic Account Managers as needed when issues arise.
• Generating regularly scheduled or ad-hoc reports as needed.
• Assist Client Relations leadership with schedule management.
• Serve as primary account manager in emergency and/or unexpected situations, such as inclement weather.
• Project manage the company wind-down process.
• Conduct all job tasks, duties, phone calls, and interactions with in accordance with company policies and applicable government regulations.
• Consistently support and demonstrate the company mission and values.
• Provide backup support to other departments as directed.
• Completion of and/or involvement with special projects.
• Participation in relevant meetings and company-sponsored events.
• Provides coaching and training to Client Relations backup/support sta? members.
• Work with designated accounts and provide account insights and recommendations to maximize performance.
• Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.

Requirements

• Associate degree in Business Administration, Healthcare, or related field, or high school diploma with comparable work experience.
• Experience with healthcare, or healthcare billing and/or third-party environment.
• Working knowledge of company operations and companywide department functions.
• Demonstrates strong customer service skills.
• Excellent written, verbal, and telephone communication skills.
• Ability to collaborate and work effectively across functional lines.
• Highly organized with ability to manage time, multitask, and prioritize work well.
• High level of accuracy with attention to detail and deadlines.
• Strong sense of privacy of confidential information.
• Willing and able to adapt to changes in work environment, procedures, priorities, and job duties.
• Strong work ethic with the ability to identify what needs to be done, complete tasks, and meet deadlines with little supervision.
• Firm understanding of Medicare, Medicaid, insurance, liability, and tertiary payment methods.
• Strong, demonstrated knowledge of HIPAA requirements and regulations.
• Ability to learn, understand, and work within specific client requirements.
• Strong data entry skills.
• Working knowledge of Microsoft Office programs.

Benefits

• Eligible to participate in a discretionary bonus plan
• Comprehensive benefit package
• Retirement plan
• Health coverage
• Paid time off