Reconciliation Lead
About the Role
The Lead Reconciliation Analyst leads the team that provides reconciliation services to FDS Amplicare customers and oversees the customer relationship and communication. This position maintains an in‑depth understanding of the customer’s needs and business to ensure optimal use of the FDS Amplicare reconciliation application.
Responsibilities
- Own the customer relationship and communication during the onboarding process, including welcome correspondence, follow‑up training, and assistance with required documentation to establish third‑party payer data transmittal.
- Communicate necessary customer actions such as deposit verifications, write‑off approvals, and completion of required forms and documentation.
- Communicate any issues that may arise, including claims disputes.
- Oversee development and communication of customer reports.
- Partner with the Onboarding team to establish electronic receipt of 835 forms from third‑party payers.
- Provide analysis of reconciliation data and trends; assist customers in designing accounting protocols for payment and claims posting activities.
- Quickly and accurately answer customer questions; route incoming calls to appropriate parties.
- Resolve customer complaints when possible or escalate to management.
- Keep cases updated in NetSuite in a timely manner.
- Utilize webinars to educate and train customers on the reconciliation application and available reports.
- Complete the Unposted Claims Report on a quarterly basis for assigned stores.
- Perform root‑cause analysis on recurring issues and conduct claims research.
- Maintain absolute confidentiality and compliance with HIPAA guidelines for corporate and customer information.
- Track and escalate technical issues.
- Maintain satisfactory attendance in accordance with policy.
- Other duties as assigned.
Required Knowledge and Skills
- Proficiency in general office automation, including operation of Sfax application, copy machines, and multi‑line phone systems.
- Ability to understand and apply standard operating procedures.
- Ability to coach staff and customers on best practices (technical and business process).
- Skillful gathering and analysis of information.
- Strong basic mathematical skills.
- Minimum typing speed of 35 words per minute.
- Ability to establish and maintain cooperative working relationships with staff and customers.
- Exceptional written and verbal communication skills.
- Self‑starter capable of working with minimal supervision.
- Ability to identify and resolve problems in a timely manner.
- Excellent organizational skills; ability to prioritize and plan work activities efficiently.
- Treat people with respect and uphold organizational values.
- Ability to manage people through influence.
- Ability to manage stressful situations, including difficult or emotional customer interactions.
- Excellent attendance, punctuality, and attention to detail.
- Intermediate knowledge of Microsoft Word and Excel.
- Experience with cloud‑based webinar applications (e.g., Zoom).
- Solid typing skills (35 wpm).
Basic Qualifications
- High School Diploma or GED.
- 1–2 years of experience in a professional customer service environment.
Preferred Qualifications
- Associate or Bachelor’s degree.
- Pharmacy industry knowledge.
- Management experience of direct or indirect reports.
- Experience in billing or reconciliation.
- Ten‑key (touch‑type) proficiency.
Work Conditions
The position is based in Fort Worth, TX. The work environment includes regular standing, walking, sitting, using hands to handle objects, and speaking or hearing. Frequent reaching, climbing, balancing, stooping, kneeling, crouching, or crawling may be required. Vision requirements include close, distance, color, peripheral, depth perception, and focus adjustment. Reasonable accommodations are available for individuals with disabilities.
Pay
The hourly rate for this position is $17.50 (non‑negotiable). Base compensation ranges from $17.12 to $17.50, subject to variation based on location, education, experience, and skill set. The role includes a comprehensive benefits package covering medical, dental, vision, wellness programs, employee assistance, life insurance, disability, retirement plans with matching, and paid time off.
Schedule
On‑site work in Fort Worth, TX Monday through Wednesday; work‑from‑home Thursday and Friday. Standard hours are 8:00 AM to 5:00 PM.