EO, Client Services Lead

Ovation Healthcare•Huntsville, AL

1d•Hybrid

About The Position

The Client Operations Lead plays a key role in ensuring quality assurance within the Client Operations Department. This position will support day-to-day planning, operations, and problem-solving alongside a team of Client Operations professionals. The Client Operations Lead is responsible for ensuring that the department consistently meets service level agreements, upholds high work standards, and delivers exceptional customer service. Additionally, this role ensures that performance targets are consistently met, fosters the development of the team to enhance service delivery, and serves as a critical communication bridge between clients and internal departments to ensure compliance and client satisfaction.

Requirements

Extensive knowledge and understanding of accounts receivable transactions and payment activities, preferably in healthcare.
Understanding of legal rules and regulations pertaining to HIPAA and PCI.
Working knowledge of Windows-based systems and Microsoft Office products.
Knowledge of Medco processes that involve all areas within the organization.
Leadership – Serving as a positive example to others.
Active Comprehension — Giving full attention to what others are communicating, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
Writing — Communicating effectively in writing as appropriate for the needs of the audience.
Time Management — Managing one's own time and the time of others.
Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team.
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.
Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.
Driving Ability – This position requires the employee to use their own vehicle for business-related travel. To that end the employee must have a reliable vehicle and maintain an active driver’s license with no restrictions.
GED or High School Diploma required.
2+ years of customer service experience, with a strong focus on client satisfaction.
Ability to work a flexible schedule to accommodate business needs

Nice To Haves

1+ years of insurance billing experience preferred.
Previous experience in a hospital or physician business office setting is a plus.

Responsibilities

Serve as the department's subject matter expert, providing guidance and expertise on processes and policies.
Analyze and address missing transactions, collaborating with the Client Operations team to drive continuous process improvements.
Proactively take action to resolve Accounts Receivable (AR) transaction issues and client requests, ensuring timely follow-up and resolution.
Effectively manage the aging of client inventory by regularly auditing statuses using the Account Summary aging tools.
Lead the training and development of new staff, while providing ongoing education and support to current team members.
Identify opportunities for departmental and individual improvements, including process optimization, automation, and workflow enhancements.
Create, update, and maintain comprehensive procedures and "How-To" guides to support team operations.
Escalate significant issues or incidents to upper management in a timely and efficient manner.
Serve as a backup for other positions, ensuring seamless team operations and coverage.
Ensure accurate and timely updates of all reports, maintaining data integrity.
Exhibit strong organizational, prioritization, and time management skills to meet deadlines and manage competing priorities.
Demonstrate leadership abilities to effectively guide, motivate, and develop team members.
Stay well-versed in legal regulations related to billing, collections, and HIPAA, ensuring compliance in all activities.
Maintain high standards of customer service etiquette, whether in person or via phone interactions, to foster positive client relationships.
Apply strong problem-solving skills to effectively identify and resolve daily operational challenges.
Perform additional tasks as required to support business objectives and operational excellence.