Client Support Representative

Description

The Client Support Representative position is responsible providing service excellence through accurate case entry and client communication.  Other responsibilities include but are not limited to; timely and accurate data entry, timely scheduling of peer-to-peer reviews and communication with client representatives and payers as necessary.  This position will oversee the quality of case entry and throughput of all client case submissions to verify the accuracy of data and ensure timely case throughput and turnaround to meet both internal and client expected SLAs.  

Requirements

Duties and Responsibilities: List essential duties and 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 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 information 
• Inputs, follows and exports denials/appeals cases in line with client SLA/needs including accurate data entry of payer information including but not limited to 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. 

KNOWLEDGE, SKILLS AND ABILITIES: Abilities may be accessed through written, verbal, and other evaluation methods. 

• Proficient in Outlook email, calendar and case management systems 
• Computer Skills - demonstrates proficiency in Microsoft Office applications and others (CN) as required (O365, MS Word, Excel, PowerPoint). Salesforce knowledge is preferred, however, not necessary. 
• Strong communication skills. Communicates clearly and concisely, verbally and in writing. This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately. 
• Knowledge of core hospital information systems helpful. 
• Strong office skills such as fax, scan, phone 
• Client orientation: establishes and maintains long-term client relationships, building trust and respect by consistently meeting and exceeding expectations. 
• Policies & Procedures: demonstrates knowledge and understanding of organizational policies, procedures and systems 
• Interpersonal skills - able to work effectively with employees and clients (internal/external) 
• Basic skills: demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, has 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 and attention to detail and able 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: List preferred/required 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: List physical demands and usual work conditions. 

• Conditions typically associated with an office environment.  While performing the essential duties and responsibilities, the employee is regularly required to talk or hear.  May be frequently required to sit, stand or walk.  Moderate to prolonged reading, typing, and computer work.  Ability to perform tasks involving physical activity that may include lifting up to 25 pounds.  Subject to exposure to all environmental hazards associated with healthcare and office work.   
• Limited Travel required (10%)