Client Support Representative (Part Time)

About the role

This position is responsible for providing service excellence through accurate case entry and client communication. The Client Support Representative oversees the quality of case entry and throughput of all client case submissions to verify data accuracy and ensure timely turnaround to meet internal and client SLAs.

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 numbers to avoid duplicates; notifies management of any duplicate accounts or areas needing clarity.
• 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 details.
• 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.

Skills

• Proficient in Outlook email, calendar, and case management systems.
• Demonstrates proficiency in Microsoft Office applications (O365, MS Word, Excel, PowerPoint) and other required tools; Salesforce knowledge is preferred but not necessary.
• Strong communication skills, both verbal and written, with proper punctuation, correct spelling, and accurate transcription.
• Knowledge of core hospital information systems is helpful.
• Strong office skills, including fax, scan, and phone operations.
• Client orientation: establishes and maintains long-term client relationships, building trust and respect by consistently meeting and exceeding expectations.
• Demonstrates knowledge and understanding of organizational policies, procedures, and systems.
• Strong interpersonal skills; able to work effectively with employees and clients (internal/external).
• Basic organizational skills: 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 ability with strong attention to detail.
• Able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly, and transcribe accurately.
• Ability to work independently with minimal supervision.

Qualifications

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

Working Conditions

• Conditions typically associated with an office environment.
• Regularly required to talk or hear; may frequently sit, stand, or walk.
• Moderate to prolonged reading, typing, and computer work.
• Ability to perform tasks involving physical activity, including lifting up to 25 pounds.
• Subject to exposure to all environmental hazards associated with healthcare and office work.
• Limited travel required (10%).

Schedule

• Sunday: 3:00 PM – 11:00 PM
• Saturday: 3:00 PM – 11:00 PM
• Tuesday: 5:00 PM – 11:00 PM