EO, Client Operations Representative

Ovation Healthcare • Huntsville, AL

75d

About The Position

The position involves proactively managing aging accounts by regularly auditing account statuses using the Account Summary aging tools, ensuring timely follow-ups. The role requires monitoring client collections and placements, promptly identifying and reporting discrepancies to management and IT for resolution. The individual will keep Wiki documentation accurate and up to date for assigned clients, regularly reviewing processes and procedures on a quarterly basis for effectiveness. Additionally, the position oversees and resolves all open and pending incidents and tickets, ensuring timely resolution and clear communication. Monthly reconciliations must be completed and thoroughly reviewed to ensure the accuracy and integrity of inventory. Updating CMR tickets with relevant information, including meeting notes, reports, and any client process changes for full visibility is also required. The role includes maintaining a comprehensive and effective contingency plan to consistently meet client service level expectations and ensuring compliance with data collection, reporting, and auditing activities, including reconciliations, bad debt reviews, account placements, payment files, and account status audits. Delivering client-specific reports and meeting requirements within established timelines to ensure satisfaction and alignment with client needs is essential. The individual must take proactive ownership of customer service issues and client requests, ensuring timely responses, resolution, and follow-up while providing exceptional service to both internal and external customers. The position requires successfully meeting deadlines while managing frequent interruptions and shifting priorities with minimal impact on performance. Adherence to HIPAA regulations and safeguarding patient information in accordance with privacy laws and permissible disclosures is mandatory. The individual may also perform other duties as assigned, demonstrating flexibility and a willingness to contribute to team success.

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

• Ability to rapidly switch between tasks, programs, menus, and screens.
• Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Fluency in English, the primary language of the work and client teams.
• Ability to read and understand information and ideas presented in writing.
• Ability to communicate information and ideas in writing so others will understand.
• Ability to listen to and understand information and ideas presented through spoken words and sentences.
• Ability to communicate information and ideas in speaking so others will understand.
• Ability to identify and understand the speech of another person.
• 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.
• 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

• Number of Employees: 101-250 employees