EO, Client Operations Representative

Ovation Healthcare • Huntsville, AL

75d

About The Position

The position involves proactive management of aging accounts, ensuring timely follow-ups and accurate documentation. The role requires monitoring client collections, resolving discrepancies, and maintaining up-to-date Wiki documentation for assigned clients. Responsibilities also include overseeing open incidents and tickets, completing monthly reconciliations, and updating CMR tickets with relevant information. The individual will maintain a contingency plan to meet client service level expectations and ensure compliance with data collection and auditing activities. Delivering client-specific reports and providing exceptional customer service are key aspects of the role, along with adhering to HIPAA regulations and safeguarding patient information.

Requirements

• 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.
• Interpersonal, written, and verbal communication skills.
• Typing speed and accuracy - Must be able to type a minimum of 35 words per minute.
• Customer Service - Providing professional and empathetic support to internal and external clients.
• Professionalism - Acting in a professional capacity with regards to actions and words.
• Time Management - Effectively managing one's own time to maximize productivity.
• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

Nice To Haves

• Multi-Tasking - Ability to rapidly switch between tasks, programs, menus, and screens.
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• English Comprehension - The ability to fluently communicate in and understand English, the primary language of the work and client teams.
• Written Comprehension - The ability to read and understand information and ideas presented in writing.
• Written Expression - The ability to communicate information and ideas in writing so others will understand.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
• Speech Recognition - The ability to identify and understand the speech of another person.
• Speech Clarity - The ability to speak clearly so others can understand oral communication.

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.

What This Job Offers

• Industry: Administrative and Support Services