Client Support Representative (M-F)

About the role

The Client Support Representative position is responsible for providing service excellence through accurate case entry and client communication. Key responsibilities include timely and accurate data entry, scheduling of peer-to-peer reviews and communication with client representatives and payers, overseeing the quality of case entry, and ensuring timely case throughput.

Responsibilities

• Provides exemplary customer service to clients, payers, and team members
• Ensures accurate chart entry and completion
• Searches account numbers for each case entry and accurately assigns case number to avoid duplicate entry
• Notifies management of any duplicate accounts or areas needing clarification
• Performs scheduling of payer calls and peer-to-peer discussions, including physician calendar management and follow-up
• Accurately enters return on investment information including case outcomes and payer recoupment information
• Inputs, follows, and exports denials/appeals cases in line with client SLA/needs, including accurate data entry of payer information such as insurance plans, denied amounts, and denied codes/DRGs
• Processes cases according to workflow needs and established productivity standards
• Works with clients and ancillary departments, providing follow-up information when necessary and/or forwarding relevant documents to necessary parties
• Performs other duties as assigned

Requirements

• Proficient in Outlook email, calendar, and case management systems
• Demonstrates proficiency in Microsoft Office applications and others (O365, MS Word, Excel, PowerPoint)
• Preferred: Salesforce knowledge
• Strong communication skills, including clear and concise verbal and written communication
• Knowledge of core hospital information systems helpful
• Strong office skills such as faxing, scanning, and phone usage
• Client orientation: builds long-term client relationships by consistently meeting and exceeding expectations
• Policies & Procedures: demonstrates knowledge and understanding of organizational policies, procedures, and systems
• Interpersonal skills: works effectively with employees and clients (internal/external)
• Basic skills: organizes, performs, and tracks multiple tasks accurately in short timeframes, manages multiple demands, works independently and collaboratively, adapts, analyzes, and solves problems, pays attention to detail, performs basic mathematical calculations, balances and reconciles figures, punctuates properly, spells correctly, and transcribes accurately

Knowledge, Skills and Abilities

• Ability to organize, perform, and track multiple tasks accurately in short timeframes
• Ability to work quickly and accurately in a fast-paced environment while managing multiple demands
• Ability to work both independently and collaboratively as a team player
• Adaptability, analytical, and problem-solving abilities
• Attention to detail
• Ability to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly, and transcribe accurately
• Ability to work independently, needing minimal supervision

Work Experience, Education and Certifications

• High school diploma or GED required
• Payer knowledge and denials management experience preferred but not necessary

Working Conditions and Physical Requirements

• Conditions typically associated with an office environment
• Regularly required to talk or hear
• Frequent reading, typing, and computer work
• Ability to perform tasks involving physical activity that may include lifting up to 25 pounds
• Exposure to all environmental hazards associated with healthcare and office work
• Limited travel required (10%)