Solutions Support Representative

Job Description

Client Summary :

• Focus on streamlining to minimize the time and costs associated with payment processing
• Offers outsourced Healthcare Revenue Cycle Management (RCM) services
• Handles Electronic Remittance Advice (ERAs) electronically, requiring efficient management and consolidation with other payment types

Position Responsibilities :

Essential Functions :

Client Satisfaction :

Log and acknowledge all incoming requests for assistance. Capture and document pertinent information to ensure that all necessary details are present to resolve the issue.

Triage incoming requests using key words and phrases to either resolve the issue or engage the appropriate escalation department and team for resolution.

Manage client requests for new configurations, products, or services by referring the client to the right resources (Customer Success, Product Development, Operations, Sales, and / or Implementation)Work with Tier II clients to resolve any proposed voice-of-customer’ enhancements, including building onboarding document and referring to Implementation for any additional products, or working with Development team to evaluate potential additions to product roadmap.

Collaborate with cross-functional teams, including product development and engineering, to address technical challenges and improve product offerings based on client feedback.

Develop deep expertise of the platform to help customers troubleshoot and navigate through workflows by phone, web meetings, and / or email.

Demonstrate a deep understanding of revenue cycle management processes, healthcare payments, and industry trends.Ensure and provide timely resolution, tracking, and response to all client support tickets via the support ticketing system.

Comprehend client issues and translate the pertinent details to the appropriate resources required to resolve the issue.

Internal Influences

Lead meeting for transition of Tier II clients to go-live, including introduction to the go-forward support team and direction on how to resolve issues.

Provide portal training as part of implementations process for all clients along with implementation team.Include detailed rich support responses that offer insight into how the solution was resolved and options available for future self-help.

Utilize active listening to tie new functionality requests to existing features and / or an expansion of the service offerings.

Write detailed instructions for the Product Development and other teams for data modifications and / or customizations based on client’s requests.

Provide insights and recommendations to clients regarding revenue optimization (Revenue implementing services based on key words / phrases & systemically resolve issues), payment extraction processing, and payment reconciliation automation.

Security & Compliance

Stay updated on the evolving landscape of healthcare regulations and payment methodologies to ensure accurate and compliant solutions.

KnowBe4 and directed education) Continuously assess and enhance support processes to streamline operations and improve efficiency, for the benefit of providing an excellent client experience and to actively contribute to the operational excellence goals of this company.

Ensure that HIPAA and PHI security and compliance standard practices are observed and utilized in outgoing communication and / or utilize secure messaging when appropriate.

Education and Experience Requirements

Bachelor’s degree in : Healthcare Administration, Business Management, or related field.Proven experience (5+ years) in revenue cycle management, healthcare payment applications and / or cash management, financial and GL reconciliation, or related within healthcare.

Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with the clients and team members.

Problem-solving mindset, with the ability to analyze complex issues and provide innovative solutions.Critical thinking skills, specifically, demonstrated ability to think in an organized and rational manner to understand connections between ideas and / or facts.

Proficiency in relevant software tools and applications.Prior experience in a client-facing role is highly preferred.Knowledge of healthcare regulations, compliance standards, and payment methodologies.

Competencies

Excellent oral and written communication skills.Strong analytical and problem-solving skills. Deep understanding of revenue cycle management processes, healthcare payments, and industry trends.

Critical thinking skills and problem solving are essential.Excellent organizational, planning, and prioritization skills.

Ability to work independently, proactively and within the corporate team environment.Ability to manage multiple relationships to accomplish goals and objectives.

Intermediate skill level using web-based programs and office productivity tools.

Compensation $75k-$90k,Unlimited PTO, health / dental / life insurance, 401k