RCM Client Services Specialist

Office Practicum•Fort Washington, PA

7h•$52,000 - $55,000•Remote

About The Position

The Client Services Specialist (CSS) oversees the revenue cycle for assigned clients and is responsible for helping clients meet key performance indicator, retention, and time-to-revenue targets. The CSS is the primary point of contact and liaison between client practices and the Sutherland Global RCM team, owning revenue-cycle client relationships, driving revenue improvements, and educating and guiding the Sutherland team. The role establishes strategic advisor relationships with clients, assesses practice financial health, presents business reviews, identifies revenue-cycle improvement opportunities, and addresses client concerns and escalations. It also supports efficient claim submission and payment maximization, helps improve operational workflows and software use, and monitors newly implemented clients during the six weeks after go-live. The position works with client practices, RCM colleagues, leadership, account management, payer rules specialists, and team leads.

Requirements

Minimum of 5 years of full-cycle RCM, EMR, and customer service experience.
Knowledge of CPT and ICD-10.
Strong knowledge of full-cycle RCM and EHR systems.
College degree, professional certifications, and/or some combination of related experience.
Ability to manage multiple tasks efficiently and independently.
Ability to prioritize workload and execute tasks effectively under pressure.
Ability to understand, support, enforce, and comply with company policies, procedures, and Standards of Business Ethics and Conduct.
Comfort working with different systems and software applications.
Strong active listening, interpersonal, written, and oral communication skills.
Problem-solving and decision-making skills.
Ability to communicate professionally and meaningfully with clients and employees.
Microsoft Office skills.
Google Docs skills.

Nice To Haves

CPC certification.

Responsibilities

Establish strategic advisor relationships with clients by understanding their billing requirements, long-term strategies, and goals.
Provide insights on clients’ financial health and recommend solutions to help them achieve their goals.
Present business reviews to communicate practice financial health, assess client satisfaction, and identify revenue-cycle improvement opportunities.
Report monthly denial and rejection trends internally and externally, and recommend process improvements to prevent future denials and rejections.
Document meeting notes and client relationship information in Salesforce, and client-specific instructions in the client blueprint.
Serve as the primary client contact, handle individual needs, resolve conflicts, and provide timely solutions.
Make independent business decisions related to client billing matters.
Approve and implement workflow modifications to meet client needs, including changes that may have significant financial impact to OP or the practice.
Develop and monitor action plans for client escalations and concerns.
Maintain regular contact with practice RCM contacts by phone, email, and OP messages.
Identify at-risk clients and determine actions to resolve concerns and retain them.
Guide and educate the Sutherland team on clarifications, help items, and outstanding accounts receivable.
Collaborate with RCM and Sutherland leadership to address quality, productivity, and turnaround-time barriers.
Establish and maintain system parameters supporting timely payer claim submission and efficient payment maximization.
Improve operational efficiencies, including OP software performance, and assist with automation initiatives.
Collaborate with the Account Manager to optimize OP software use and identify client training needs.
Closely monitor newly implemented clients for six weeks after go-live.
Maintain expert knowledge of payer guidelines for assigned geographic areas in collaboration with the payer rules specialist and team leads.
Complete the offboarding process for clients leaving RCM services.