Client Support Representative

Position Overview

The Client Support Representative serves as a key contact to deliver outstanding service by ensuring precise case documentation and maintaining transparent communication with clients. This role involves timely and accurate data entry, organizing peer reviews, and liaising with client contacts and payors as necessary. The representative oversees the quality and flow of client case submissions to verify accuracy and meet both internal and client service level agreements. This position requires 15 hours per week, working Saturdays and Sundays from 7am to 3pm.

Key Responsibilities

• Deliver superior customer service to clients, payors, and team members.
• Confirm precise and complete chart entries.
• Search and assign correct account numbers to avoid duplicate case entries; report duplicates or discrepancies to management.
• Schedule payor calls and peer-to-peer discussions, including managing physician calendars and follow-ups.
• Record return on investment data such as case results and payor recoupments accurately.
• Enter and monitor denial and appeal cases aligned with client SLAs, including detailed payor data like insurance plans, denied amounts, and codes.
• Follow workflow standards and uphold established productivity guidelines in case processing.
• Coordinate with clients and internal departments, providing updates and forwarding pertinent documents as necessary.
• Perform additional duties assigned by management.

Required Skills and Abilities

• Familiarity with Outlook email, calendar tools, and case management systems.
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, O365) and related applications; Salesforce knowledge is a plus but not essential.
• Effective verbal and written communication, with attention to correct spelling, punctuation, and accurate transcription.
• Basic understanding of hospital information systems is beneficial.
• Competent with general office tasks such as faxing, scanning, and telephony.
• Client-focused mindset to build and sustain long-term relationships by consistently meeting expectations.
• Good grasp of organizational policies and procedures.
• Strong interpersonal skills for effective collaboration with employees and clients both internally and externally.
• Excellent organizational skills to multitask efficiently in a fast-paced environment with accuracy and attention to detail; able to work both independently and as a team member.
• Basic mathematical aptitude for calculations, figure reconciliation, and accurate documentation.
• Self-motivated with ability to work with minimal supervision.

Qualifications

• High school diploma or GED required.
• Experience with payor systems and managing denials is preferred but not mandatory.

Working Environment and Physical Demands

• Office environment with typical conditions; frequent communication via talking and hearing is required.
• Regular sitting, standing, or walking; prolonged computer work involving typing and reading.
• Ability to perform physical tasks such as lifting up to 25 pounds.
• Exposure to common healthcare and office environmental hazards.
• Limited travel anticipated, approximately 10%.