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.

• Ensure that clients achieve their targets for key performance indicators (KPIs), retention, and revenue timelines.

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

• Cultivate and maintain client relationships concerning the revenue cycle.

• Propel revenue enhancements for practices.

• Offer guidance and training to the Sutherland team.

• Build strategic advisory relationships by comprehending the billing needs, strategies, and objectives of practices.

• Provide analysis of clients’ financial health and advice on potential solutions.

• Conduct business review presentations with clients.

• Analyze monthly denial and rejection trends, suggesting process improvements.

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

• Address client needs, resolve conflicts, and deliver prompt solutions.

• Make autonomous business decisions regarding client billing issues.

• Approve and implement modifications to workflows.

• Create and oversee action plans for client escalations and concerns.

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

• Identify at-risk clients and devise strategies to address concerns and retain them.

• Guide the Sutherland team in resolving outstanding accounts receivable.

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

• Set up and maintain system parameters that support timely claim submissions and maximize payments.

• Enhance operational efficiencies, including optimizing OP software performance, and contribute to automation initiatives.

• Work with the Account Manager to maximize the use of OP software and identify training needs for clients.

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

• Maintain expert knowledge of payer guidelines relevant to assigned geographic areas.

• Facilitate offboarding for clients who are exiting RCM services.

⛳️ Requirements

• In-depth knowledge of full cycle RCM, EHR systems, and ICD-10/CPT coding.

• Capacity to efficiently and independently juggle multiple responsibilities.

• Ability to prioritize tasks effectively.

• Understand, support, uphold, and adhere to company policies, procedures, and Standards of Business Ethics and Conduct.

• Comfort with utilizing various systems and software applications.

• Skill in prioritizing and executing tasks effectively under pressure.

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

• Competent problem-solving abilities.

• Decisive decision-making skills.

• Capable of engaging with clients and employees in a professional and meaningful way.

• College degree, professional certifications, and/or a combination of relevant experience.

• CPC certification is advantageous.

• At least five years of experience in full cycle RCM, EMR, and customer service.

• Proficiency in CPT and ICD-10 coding.

• Familiarity with Microsoft Office and Google Docs.

• Ability to perform computer work in a remote office setting.

• Willingness to work occasional weekends as needed.

• Occasional travel to conferences and offices may be required.

🏝️ Benefits

• Medical, Prescription, Vision, and Dental Insurance.

• Life Insurance.

• 401(k) plan 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.