Client Services Specialist

This is a fully remote position, open to applicants in Pennsylvania, +1 more state.

📋 Description

• Manage the revenue cycle for designated clients, ensuring that key performance indicators (KPIs), retention rates, and revenue timelines are achieved.

• Act as the main point of contact and connector between practices and the Sutherland Global RCM team.

• Build strategic advisory relationships by comprehending billing needs, long-term strategies, and objectives.

• Offer insights into clients’ financial status and advice on solutions to meet their targets.

• Conduct business review presentations, evaluate client satisfaction, and pinpoint opportunities for revenue-cycle enhancements.

• Report monthly trends in denials and rejections while suggesting process improvements.

• Record meeting notes, client relationship data, and specific client instructions in Salesforce and client blueprints.

• Address client needs, resolve disputes, and deliver timely solutions.

• Make independent business decisions concerning client billing issues.

• Approve and implement workflow changes that may have financial implications.

• Develop and track action plans for client escalations and concerns.

• Maintain consistent communication with practice RCM contacts through phone, email, and OP messages.

• Identify clients at risk and take necessary actions to address issues and retain their business.

• Guide and educate the Sutherland team on clarifications, assistance requests, and outstanding accounts receivable.

• Collaborate with RCM and Sutherland leadership to address quality, productivity, and turnaround time barriers.

• Establish and uphold system parameters to support prompt claim submissions and maximize payments.

• Enhance operational efficiencies, including OP software performance, and assist with automation efforts.

• Work alongside the Account Manager to optimize the use of OP software and identify client training requirements.

• Monitor newly onboarded clients for six weeks following their go-live date.

• Maintain expert knowledge of payer guidelines for the assigned geographic territories.

• Manage the offboarding process for clients leaving RCM services.

⛳️ Requirements

• Bachelor’s degree, professional certifications, and/or a relevant combination of experience.

• At least 5 years of comprehensive RCM, EMR, and customer service experience.

• Profound understanding of full cycle RCM, EHR systems, and ICD-10/CPT coding.

• Familiarity with CPT and ICD10 coding.

• Proficiency in Microsoft Office.

• Experience with Google Docs.

• CPC certification is a plus.

• Ability to effectively and independently manage multiple tasks.

• Capability to prioritize workload efficiently.

• Understanding, support, enforcement, and compliance with company policies, procedures, and Standards of Business Ethics and Conduct.

• Comfort in working with various systems and software applications.

• Ability to effectively prioritize and execute tasks under pressure.

• Strong active listening, interpersonal, written, and verbal communication skills.

• Problem-solving abilities.

• Decision-making skills.

• Ability to communicate professionally and meaningfully with clients and employees.

🏝️ Benefits

• Medical, prescription, vision, and dental insurance.

• Life insurance.

• 401(k) plan with company matching.

• 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.