[Hiring] Client Operations Representative @Ovation Healthcare

Role Description

The Client Operations Representative (COR) is integral to maintaining the quality and efficiency of client workflows within the Client Operations Department. This role involves overseeing day-to-day planning, accounts receivable management, and resolving issues for each assigned client. Acting as the primary point of contact, the COR facilitates communication between clients and all internal departments. As a key member of our team, you'll deliver exceptional client service by efficiently managing inquiries and requests while ensuring accuracy and attention to detail. Your role as the liaison ensures smooth communication and seamless service delivery, fostering strong client relationships.

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.
• Perform other duties as assigned, demonstrating flexibility and a willingness to contribute to team success.

Qualifications

• 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 HIPAA.
• Working knowledge of Windows-based systems and Microsoft Office products.

Requirements

• 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.

Benefits

• The base compensation range for this position is: $28,000.00 - $42,000.00.
• Comprehensive health and wellness benefits such as medical, dental, vision, life insurance, short and long-term disability coverage.
• HSA with employer contributions, flexible spending accounts for health care, and dependent care accounts.
• Wellness platform with premium incentives.
• Employee assistance support and additional voluntary supplemental plans including accident, critical illness, hospital indemnity, and child disability insurance.
• Robust and flexible paid time off offerings and company paid holidays.
• 401(k) plan with discretionary employer match opportunities.
• Professional development opportunities.
• Company issued equipment.