Client Success Representative II

This is a fully remote position, open to applicants in United States.

📋 Description

• Enhance account performance and client retention by delivering expert guidance and support related to client accounts.

• Oversee and address the needs of clients and internal stakeholders.

• Play an active role within the Point of Delivery (POD) framework and assist in coordinating team activities.

• Respond to, resolve, or direct Client Success phone calls and emails from both clients and internal personnel.

• Recognize caller and communication patterns and offer actionable insights to Client Success management.

• Monitor, evaluate, and report on call and email trends.

• Provide insights to aid Client Business Reviews and manage internal schedules effectively.

• Ensure prompt communication and consistent follow-up with clients and internal partners.

• Lead and engage in various projects and special initiatives.

• Document and manage requests pertaining to audits and related activities.

• Collaborate across functions with CSR III and leadership to address issues and support operational needs.

• Assist in managing schedules and resource planning.

• Act as a higher-level resource in urgent situations.

• Provide backup assistance to CSR III, team members, and other departments as needed.

• Monitor the performance of assigned client accounts and deliver insights and recommendations to enhance outcomes.

• Execute other duties as assigned.

⛳️ Requirements

• An Associate’s degree in Business Administration, Healthcare, or a related field, or a high school diploma with relevant work experience.

• Experience in healthcare, healthcare billing, and/or within a third-party environment.

• Familiarity with company operations and processes across various departments.

• Strong client service skills complemented by exceptional written and verbal communication capabilities.

• Ability to collaborate and work effectively within cross-functional teams.

• Highly organized, capable of managing time, multitasking, and prioritizing tasks effectively.

• High accuracy level with keen attention to detail, alongside the ability to meet deadlines.

• Solid understanding of confidentiality requirements and a commitment to safeguarding sensitive information.

• Capacity to adapt to shifts in the work environment, procedures, priorities, and job responsibilities.

• Proven ability to work independently, take initiative, and complete tasks with minimal supervision.

• Familiarity with Medicare, Medicaid, insurance, liability, and tertiary payment methods.

• Demonstrated understanding of HIPAA regulations and requirements.

• Ability to learn, comprehend, and implement client-specific requirements.

• Strong data entry skills with a working knowledge of Microsoft Office programs; experience with Microsoft Excel is preferred.

• Proficiency in English is essential for job-related communications.

• Authorized to work in the United States now and in the future; no current or future visa sponsorship available.

🏝️ Benefits

• Discretionary bonus plan.

• Comprehensive benefits package.

• Retirement plan.

• Health coverage.

• Paid time off.

• Necessary equipment provided, including a computer, monitor, keyboard, mouse, and headset.

• Reasonable accommodations for qualified individuals with disabilities.

• Quiet, private workspace requirement for approved hybrid/remote employees.

• Reliable internet connection required for hybrid/remote work.