Reconciliation Lead

Omnicell•Fort Worth, TX

1d•Hybrid

About The Position

The Lead Reconciliation Analyst leads the team providing reconciliation services to FDS Amplicare customers and oversees customer relationships and communication. The role requires an in-depth understanding of customers’ needs and businesses to help them make effective use of the FDS Amplicare reconciliation application. The position is onsite in Fort Worth, Texas, Monday through Wednesday, and remote Thursday and Friday. The stated schedule is 8 a.m. to 5 p.m., and the hourly rate is $17.50; these terms are non-negotiable. The employee maintains customer communication during onboarding, supports reconciliation operations and reporting, analyzes reconciliation data and trends, answers customer questions, and addresses or escalates complaints and technical issues. The role also leads and coaches staff and customers on relevant technical and business processes while maintaining confidentiality and HIPAA compliance.

Requirements

High school diploma or GED.
1–2 years of experience in a professional customer service environment.
Proficiency in general office automation, including operating the Sfax application, copy machines, and multi-line phone systems.
Ability to understand and apply standard operating procedures.
Ability to coach staff and customers on technical and business-process best practices.
Ability to gather and analyze information skillfully.
Strong basic mathematical skills.
Typing speed of at least 35 words per minute.
Ability to establish and maintain cooperative working relationships with staff and customers.
Exceptional written and verbal communication skills.
Self-starter capable of working with minimal supervision.
Ability to identify and resolve problems in a timely manner.
Excellent organizational skills and ability to prioritize and plan work and use time efficiently.
Ability to treat people with respect and uphold organizational values.
Ability to manage people through influence.
Ability to manage stressful situations, including difficult or emotional customer interactions, and respond promptly to customer or team needs.
Excellent attendance, punctuality, and attention to detail.
Intermediate knowledge of Microsoft Word and Excel.
Knowledge of or experience with cloud-based webinar applications such as Zoom.

Nice To Haves

Associate or bachelor’s degree.
Pharmacy industry knowledge.
Experience managing direct or indirect reports.
Experience in billing or reconciliation.
Ability to use ten-key by touch.

Responsibilities

Own customer relationships and communication during onboarding, including welcome correspondence, follow-up training, and assistance completing documentation needed to establish third-party payer data transmittal.
Communicate required customer actions, including deposit verifications, write-off approvals, and completion of forms and documentation.
Communicate issues that arise, including claims disputes.
Oversee the development and communication of customer reports.
Partner with the Onboarding team to establish electronic receipt of 835 forms from third-party payers.
Analyze reconciliation data and trends and assist customers in designing accounting protocols for payment submission and claims posting activities.
Answer customer questions promptly and accurately and route incoming calls to appropriate parties.
Resolve customer complaints when possible or escalate them to management.
Update cases in NetSuite in a timely manner.
Use webinars to educate and train customers on the reconciliation application and available reports.
Complete the Unposted Claims Report quarterly for assigned stores.
Perform root cause analysis on recurring issues and conduct claims research.
Maintain confidentiality and comply with HIPAA guidelines for corporate and customer information.
Track and escalate technical issues.
Maintain satisfactory attendance in accordance with policy.
Perform other duties as assigned.