Client Services Specialist
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Job Description
Client Services Specialist overseeing medical revenue cycles for Office Practicum practices. Managing client relationships, billing performance, denials, claims, and revenue improvements remotely.
Responsibilities:
- Oversee the revenue cycle for assigned clients and ensure targets for KPIs, retention, and time to revenue are met
- Serve as the primary point of contact and liaison between practices and the Sutherland Global RCM team
- Establish strategic advisor relationships by understanding billing requirements, long-term strategy, and goals
- Provide insight on clients’ financial health and guidance on solutions to achieve goals
- Complete business review presentations, assess client satisfaction, and identify revenue-cycle improvement opportunities
- Report monthly denial and rejection trends and recommend process improvements
- Document meeting notes, client relationship information, and client-specific instructions in Salesforce and client blueprints
- Handle client needs, resolve conflicts, and provide timely solutions
- Make independent business decisions related to client billing matters
- Approve and implement workflow modifications with potential financial impact
- Develop and monitor action plans for client escalations and concerns
- Maintain regular contact with practice RCM contacts via phone, email, and OP messages
- Identify at-risk clients and take actions to resolve concerns and retain clients
- Guide and educate the Sutherland team on clarifications, help items, and outstanding AR
- Collaborate with RCM and Sutherland leadership on quality, productivity, and TAT barriers
- Establish and maintain system parameters supporting timely claim submission and 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
- Monitor newly implemented clients for six weeks post-go-live
- Maintain expert knowledge of payer guidelines for assigned geographic areas
- Complete offboarding for clients exiting RCM services
Requirements:
- College Degree, Professional Certifications and / or some combination of related experience
- Minimum of 5 years of full cycle RCM, EMR, and Customer Service experience
- Strong knowledge of full cycle RCM, EHR systems, ICD-10 / CPT coding
- CPT and ICD10 knowledge
- Microsoft Office
- Google Docs
- CPC is a plus
- Ability to efficiently and independently manage multiple tasks
- Ability to prioritize workload
- Ability to understand, support, enforce and comply with Company policies, procedures and Standards of Business Ethics and Conduct
- 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 speak with clients and employees in a professional, meaningful manner
Benefits:
- Medical, Prescription, Vision, and Dental Insurance
- Life Insurance
- 401(k) with company match
- Paid Time Off, Holidays, and Volunteer Hours
- Company Wellness Program
- Employee Assistance Program
- Short and Long Term Disability Insurance
- Pet Insurance
- Tuition Assistance Program
- Employee Recognition Program
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