[Hiring] RCM Client Services Specialist @Office Practicum

Role Description

The Client Services Specialist (CSS) oversees the revenue cycle for assigned clients and is responsible to ensure clients meet targets for KPIs, retention, and time to revenue. The CSS will serve as the primary point of contact and liaison between the practice and the Sutherland Global RCM team. The CSS is responsible for owning client relationships related to the revenue cycle, driving revenue improvements for practices, providing guidance and education to the Sutherland team.

• Establish a strategic advisor relationship with clients by understanding their practice’s billing requirements, long term strategy and goals.
• Proactively provide insight on the financial health of their business and guidance on solutions and steps to bridge the gap to ensure their goals are achieved.
• Complete business review presentations with clients to effectively communicate practice financial health, determine current level of client satisfaction and identify opportunities to improve the revenue cycle.
• Report monthly denial and rejection trends internally and externally and recommend process improvements to prevent future denials and rejections.
• Ensure all meeting notes and client relationship documentation are documented in Salesforce and client specific instructions are documented on the client blueprint.
• Act as primary client point of contact to handle individual needs, resolve conflicts, and provide solutions to customers in a timely manner.
• Exercise sound judgment and make independent business decisions related to solving client related billing matters.
• Approve and implement workflow modifications to meet client needs that may have significant financial impact to OP and/or the practice.
• Develop and monitor action plans related to client escalations/concerns.
• Maintain regular contact with RCM contacts at the practice via phone, email, and OP messages.
• Identify at-risk clients and determine actions required to resolve concerns and retain clients.
• Provide guidance and education to the Sutherland team on clarifications, help items, and resolving outstanding AR.
• Collaborate with RCM and Sutherland leadership on quality/productivity/TAT barriers.
• Establish and maintain system parameters that support timely submission of claims to payers resulting in payment maximization that is both efficient and effective.
• Improve operational efficiencies to include OP software performance and assist with automation initiatives.
• Collaborate with Account Manager to optimize use of OP software and identify client training needs.
• Ensure success of newly implemented clients with enhanced monitoring of clients for the 6 weeks post go-live.
• Maintain expert knowledge of payer guidelines for assigned geographic areas in collaboration with payer rules specialist and team leads.
• Complete offboarding process for clients exiting RCM services.

Qualifications

• Strong knowledge of full cycle RCM, EHR systems, ICD-10 / CPT coding.
• Ability to efficiently and independently manage multiple tasks.
• Ability to prioritize workload.
• Understand, support, enforce and comply with Company policies, procedures and Standards of Business Ethics and Conduct.
• Must be comfortable working with different systems and software applications.
• Ability to effectively prioritize and execute tasks while under pressure.
• Strong active listening, interpersonal written and oral communication skills.
• Problem solving skills.
• Decision making skills.
• Able to talk to speak with clients and employees in a professional, meaningful manner.

Requirements

• College Degree, Professional Certifications and / or some combination of related experience.
• CPC (a plus).
• Minimum of 5 years of full cycle RCM, EMR, and Customer Service experience.
• CPT and ICD10 knowledge.
• Microsoft office.
• Google Docs.
• Computer work in remote office environment.
• Occasional weekends as needed.
• Occasional travel to conferences / offices.

Benefits

• Medical, Prescription, Vision, and Dental Insurance.
• Life Insurance.
• 401(k) with company match.
• Paid Time Off, Holidays, and Volunteer Hours.
• Company Wellness Program.
• Employee Assistance Program.
• Short and Long Term Disability Insurance.
• Pet Insurance.
• Tuition Assistance Program.
• Employee Recognition Program.