EO, Client Operations Representative

Duties and Responsibilities

• Proactively manage aging accounts by regularly auditing account statuses using the Account Summary aging tools, ensuring timely follow-ups.
• Monitor client collections and placements, promptly identifying and reporting discrepancies to management and IT for resolution.
• Keep Wiki documentation accurate and up to date for assigned clients, regularly reviewing processes and procedures on a quarterly basis for effectiveness.
• Oversee and resolve all open and pending incidents and tickets, ensuring timely resolution and clear communication.
• Complete and thoroughly review monthly reconciliations to ensure the accuracy and integrity of inventory.
• Update CMR tickets with relevant information, including meeting notes, reports, and any client process changes for full visibility.
• Maintain a comprehensive and effective contingency plan to consistently meet client service level expectations.
• Ensure compliance with data collection, reporting, and auditing activities, including reconciliations, bad debt reviews, account placements, payment files, and account status audits.
• Deliver client-specific reports and meet requirements within established timelines to ensure satisfaction and alignment with client needs.
• Take proactive ownership of customer service issues and client requests, ensuring timely responses, resolution, and follow-up.
• Provide exceptional service to both internal and external customers, maintaining strong and professional relationships.
• Successfully meet deadlines while managing frequent interruptions and shifting priorities with minimal impact on performance.
• Adhere to HIPAA regulations and safeguard patient information in accordance with privacy laws and permissible disclosures.

Knowledge, Skills, and Abilities

• Knowledge of customer service best practices.
• Knowledge in 10 key by touch typing.
• Knowledge of client requirements and guidelines.
• Understanding of billing and recovery cycle.
• Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA.
• Working knowledge of Windows-based systems and Microsoft Office products.

• Interpersonal, written, and verbal communication.
• Typing speed and accuracy – Must be able to type a minimum of 35 words per minute.
• Customer Service – Providing professional and empathetic support to internal and external clients.
• Professionalism – Acting in a professional capacity with regards to actions and words.
• Time Management — Effectively managing one’s own time to maximize productivity.
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Multi-Tasking—Ability to rapidly switch between tasks, programs, menus, and screens.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work and client teams.
• Written Comprehension — The ability to read and understand information and ideas presented in writing.
• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
• Speech Recognition — The ability to identify and understand the speech of another person.
• Speech Clarity — The ability to speak clearly so others can understand oral communication.

Work Experience, Education, and Certifications

• GED/High School Diploma or equivalent.
• 2+ years of experience in analytical thinking and problem-solving, with a proven ability to assess situations and develop effective solutions.
• 3+ years of clerical experience, demonstrating strong organizational, multitasking, and time management skills.
• 2+ years of experience in a healthcare-related environment or industry, with a preference for candidates with direct experience in healthcare operations or client services.

Workplace Conditions and Physical Requirements

• Performing work at a stationary workstation for 8 hours.
• Interacting with a desktop computer or laptop.
• Entering data into systems using a mouse and keyboard.
• Ability to communicate clearly with others over a telephone system.
• Ability to work at a pace that allows the employee to meet the standard goals as set forth by management.