EO, Client Operations Representative

Ovation Healthcare

1d•$28,000 - $42,000•Remote

About The Position

The Client Operations Representative (COR) helps maintain the quality and efficiency of client workflows within the Client Operations Department. The role oversees day-to-day planning, accounts receivable management, and issue resolution for assigned clients, and serves as a primary point of contact between clients and internal departments. The COR manages inquiries and requests with accuracy and attention to detail, supporting smooth communication, seamless service delivery, and strong client relationships. The position includes auditing aging accounts, monitoring collections and placements, maintaining client documentation, overseeing incidents and tickets, completing reconciliations, and ensuring accurate reporting and compliance activities. The COR also manages client-specific service requirements, responds to customer service issues, and safeguards patient information in accordance with HIPAA and applicable privacy requirements. The role is 100% remote and involves extended work at a stationary workstation using a computer and telephone.

Requirements

GED, high school diploma, or equivalent.
At least 2 years of experience in analytical thinking and problem-solving, including assessing situations and developing effective solutions.
At least 3 years of clerical experience, with organizational, multitasking, and time-management skills.
At least 2 years of experience in a healthcare-related environment or industry.
Ability to type at least 35 words per minute.
Knowledge of customer service best practices, client requirements and guidelines, the billing and recovery cycle, and legal rules and regulations related to billing, collections, and HIPAA.
Working knowledge of Windows-based systems and Microsoft Office products.
Interpersonal, written, and verbal communication skills.
Customer service skills, professionalism, time management, and active-learning skills.
Ability to multitask and switch quickly between tasks, programs, menus, and screens.
Ability to monitor and assess performance and take corrective action or make improvements.
Fluent English communication and comprehension, including written and oral comprehension and expression, speech recognition, and speech clarity.
Ability to work at a stationary workstation for 8 hours, use a desktop computer or laptop, enter data using a mouse and keyboard, communicate clearly by telephone, and maintain a pace sufficient to meet management's standard goals.

Nice To Haves

Direct experience in healthcare operations or client services is preferred.

Responsibilities

Proactively manage aging accounts by auditing account statuses with Account Summary aging tools and following up promptly.
Monitor client collections and placements, identifying and reporting discrepancies to management and IT.
Keep Wiki documentation accurate and current for assigned clients, and review processes and procedures quarterly.
Oversee and resolve open and pending incidents and tickets, ensuring timely resolution and clear communication.
Complete and review monthly reconciliations to ensure inventory accuracy and integrity.
Update CMR tickets with meeting notes, reports, and client process changes.
Maintain an effective contingency plan to 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 client requirements within established timelines.
Take ownership of customer service issues and client requests, ensuring timely responses, resolution, and follow-up.
Provide professional service to internal and external customers and maintain strong working relationships.
Meet deadlines while managing interruptions and shifting priorities.
Adhere to HIPAA regulations and safeguard patient information in accordance with privacy laws and permissible disclosures.
Perform other duties as assigned.

Benefits

Medical, dental, and vision insurance
Life insurance
Short- and long-term disability coverage
HSA with employer contributions
Flexible spending accounts for health care and dependent care
Wellness platform with premium incentives
Employee assistance support
Voluntary supplemental plans, including accident, critical illness, hospital indemnity, and child disability insurance
Flexible paid time off
Company-paid holidays
401(k) plan with discretionary employer match opportunities
Professional development opportunities
Company-issued equipment