[Hiring] Client Support Representative @Brundage Medical Group LLC

Role Description

The Client Support Representative position is responsible for 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
• Communication with client representatives and payers as necessary
• Overseeing the quality of case entry and throughput of all client case submissions
• Verifying the accuracy of data and ensuring timely case throughput and turnaround to meet both internal and client expected SLAs

Qualifications

• High school diploma or GED required
• Payer knowledge and denials management experience preferred but not necessary

Requirements

• 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
• 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

• Proficient in Outlook email, calendar, and case management systems
• Demonstrates proficiency in Microsoft Office applications (O365, MS Word, Excel, PowerPoint)
• Salesforce knowledge is preferred, however, not necessary
• Strong communication skills, both verbal and written
• Knowledge of core hospital information systems helpful
• Strong office skills such as fax, scan, and phone
• Client orientation: establishes and maintains long-term client relationships
• Demonstrates knowledge and understanding of organizational policies, procedures, and systems
• Interpersonal skills: able to work effectively with employees and clients (internal/external)
• Ability to organize, perform, and track multiple tasks accurately in short timeframes
• Ability to work quickly and accurately in a fast-paced environment
• Ability to work both independently and collaboratively as a team player
• Adaptability, analytical and problem-solving ability, and attention to detail
• Ability to perform basic mathematical calculations
• Ability to work independently, needing minimal supervision

Working Conditions and Physical Requirements

• Conditions typically associated with an office environment
• Regularly required to talk or hear
• 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%)