RCM Client Services Specialist

Office Practicum•Fort Washington, PA

20m•Remote

About The Position

The Client Services Specialist (CSS) oversees the revenue cycle for assigned clients and is responsible to ensure clients meet targets for KPIs, retention, and time to revenue. The CSS will serve as the primary point of contact and liaison between the practice and the Sutherland Global RCM team. The CSS is responsible for owning client relationships related to the revenue cycle, driving revenue improvements for practices, providing guidance and education to the Sutherland team.

Requirements

Strong knowledge of full cycle RCM, EHR systems, ICD-10 / CPT coding
Ability to efficiently and independently manage multiple tasks
Ability to prioritize workload
Understand, support, enforce and comply with Company policies, procedures and Standards of Business Ethics and Conduct
Must be comfortable working with different systems and software applications
Ability to effectively prioritize and execute tasks while under pressure
Strong active listening, interpersonal written and oral communication skills
Problem solving skills
Decision making skills
Able to talk to speak with clients and employees in a professional, meaningful manner
College Degree, Professional Certifications and / or some combination of related experience
Minimum of 5 years of full cycle RCM, EMR, and Customer Service experience
CPT and ICD10 knowledge
Microsoft office
Google Docs
Computer work in remote office environment
Occasional travel to conferences / offices
Occasional nights and weekends as needed

Nice To Haves

CPC (a plus)

Responsibilities

Establish a strategic advisor relationship with clients by understanding their practice’s billing requirements, long term strategy and goals.
Proactively provide insight on the financial health of their business and guidance on solutions and steps to bridge the gap to ensure their goals are achieved.
Complete business review presentations with clients to effectively communicate practice financial health, determine current level of client satisfaction and identify opportunities to improve the revenue cycle
Report monthly denial and rejection trends internally and externally and recommend process improvements to prevent future denials and rejections
Ensure all meeting notes and client relationship documentation are documented in Salesforce and client specific instructions are documented on the client blueprint
Act as primary client point of contact to handle individual needs, resolve conflicts, and provide solutions to customers in a timely manner
Exercise sound judgment and make independent business decisions related to solving client related billing matters
Approve and implement workflow modifications to meet client needs that may have significant financial impact to OP and/or the practice
Develop and monitor action plans related to client escalations/concerns
Maintain regular contact with RCM contacts at the practice via phone, email, and OP messages
Identify at-risk clients and determine actions required to resolve concerns and retain clients
Provide guidance and education to the Sutherland team on clarifications, help items, and resolving outstanding AR
Collaborate with RCM and Sutherland leadership on quality/productivity/TAT barriers
Establish and maintain system parameters that support timely submission of claims to payers resulting in payment maximization that is both efficient and effective.
Improve operational efficiencies to include OP software performance and assist with automation initiatives
Collaborate with Account Manager to optimize use of OP software and identify client training needs
Ensure success of newly implemented clients with enhanced monitoring of clients for the 6 weeks post go-live
Maintain expert knowledge of payer guidelines for assigned geographic areas in collaboration with payer rules specialist and team leads.
Complete offboarding process for clients exiting RCM services