Client Success Specialist - Digitech - Remote

Sarnova

6d•Remote

About The Position

The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services and Cardio Partners. Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Since its founding in 1984, Digitech has refined its software platform to create a cloud-based billing and business intelligence solution that monitors and automates the entire EMS revenue lifecycle. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients. Responsible for creating, nurturing and sustaining long-term relationships with Digitechs’ established client base. Specifically, those clients assigned to the Select Client Segment (SCS) Team. This position will focus primarily on Client retention and safeguarding the revenue stream.

Requirements

High School Diploma or Equivalent required
Must be able to interact well with all levels of a client’s organizational structure, including administrative, leadership, and operational personnel
Should be comfortable learning and utilizing Jira Service Desk features, particularly those relevant to the Select Client Segment Team
Must be proficient in the use of Microsoft Office 365
Strong oral and written communication skills
Intermediate computer skills, including working knowledge of Microsoft Word, Excel, and Outlook
Customer-oriented attitude with strong interpersonal skills
Strong organizational skills
Ability to work in a fast-paced environment
Strong problem-solving skills
Understanding of HIPAA
Ability to work independently to manage all types of client interactions via Jira, email, and verbal communication
Ability to manage a high volume of client interactions and systematically follow up on inquiries by keeping the ticketing system updated and current
Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Nice To Haves

Customer service experience strongly preferred

Responsibilities

Serve as the primary Point of Contact (POC) for client interactions within the Select Client Segment
Assist with resolving client issues and escalate to appropriate Digitech staff or BPO partners as needed
Receive and enter client interactions into the Jira Service Desk ticketing system
Manage all client inquiries received primarily through the Jira Service Desk
Resolve and track client requests using the Jira Service Desk
Collaborate with internal team members and assigned BPOs to address and resolve tickets
Work with clients to develop processes that enhance their business model and increase revenue (e.g., charge structure reviews, trip imports)
Monitor contract terms and renewal dates
Understand Digitechs’s roles and responsibilities for obtaining key information related to client inquiries
Capture and store important documents in the client Customer Record within the NetSuite platform
Monitor OEMS license dates, renewals, and regional industry factors affecting clients
Adhere to HIPAA and compliance requirements
Prioritize work effectively and operate independently
Maintain cooperative and productive relationships with assigned clients
Adhere to all Digitech HIPAA privacy policies and procedures; this includes always maintaining the confidentiality and security of sensitive patient information
Ensures consistent adherence to company attendance policies
Additional job duties as assigned