[Remote] Client Success Representative

Note: The job is a remote job and is open to candidates in USA. EMS Management & Consultants, Inc. is focused on maximizing account performance and client retention. The Client Success Representative will manage client needs, provide guidance, and support account management while ensuring high levels of customer service and communication.

Responsibilities

• Answer and resolve or route Client Relations phone calls in an efficient and timely manner
• Answer and resolve or route Client Relations emails from clients and internal staff in an efficient and timely manner
• Detect caller patterns/trends and provide appropriate feedback to Client Relations leadership in order to reduce or prevent future problems
• Identify and communicate call and email trends and present data to Client Relations team for use in Client Business Reviews and internal schedule management
• Work closely with Client Relations leadership to design processes and recommend improvements for better team support and improvement of the client experience
• Facilitate timely communication and follow-up
• Lead and participate in various projects as needed
• Calling efforts for items that need to be addressed with clients quickly
• Documenting requests for audits or other similar requests
• Collaborating with Strategic Account Managers as needed when issues arise
• Generating regularly scheduled or ad-hoc reports as needed
• Assist Client Relations leadership with schedule management
• Serve as primary account manager in emergency and/or unexpected situations, such as inclement weather
• Project manage the company wind-down process
• Conduct all job tasks, duties, phone calls, and interactions with in accordance with company policies and applicable government regulations
• Consistently support and demonstrate the company mission and values
• Provide backup support to other departments as directed
• Completion of and/or involvement with special projects
• Participation in relevant meetings and company-sponsored events
• Provides coaching and training to Client Relations backup/support staff members
• Work with designated accounts and provide account insights and recommendations to maximize performance
• Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients
• Perform other duties as assigned

Skills

• Associates degree in Business Administration, Healthcare, or related field, or high school diploma with comparable work experience
• Experience with healthcare, or healthcare billing and/or third-party environment
• Working knowledge of company operations and companywide department functions
• Demonstrates strong customer service skills
• Excellent written, verbal, and telephone communication skills
• Ability to collaborate and work effectively across functional lines
• Highly organized with ability to manage time, multitask, and prioritize work well
• High level of accuracy with attention to detail and deadlines
• Strong sense of privacy of confidential information
• Willing and able to adapt to changes in work environment, procedures, priorities, and job duties
• Strong work ethic with the ability to identify what needs to be done, complete tasks, and meet deadlines with little supervision
• Firm understanding of Medicare, Medicaid, insurance, liability, and tertiary payment methods
• Strong, demonstrated knowledge of HIPAA requirements and regulations
• Ability to learn, understand, and work within specific client requirements
• Strong data entry skills
• Working knowledge of Microsoft Office programs
• Customer Service experience
• Proficiency in Excel and other business applications

Benefits

• Discretionary bonus plan
• Comprehensive benefit package
• Retirement plan
• Health coverage
• Paid time off

Company Overview