Under direction of the Director of Operations, the Client Service Associate (CSA) role ensures the adequate support for the client-facing team on client management activities. The CSA must be familiar with the day-to-day activities of all of the client-facing team: Client Manager (CM), Sr. Client Manager (SCM) and Director of Operations / Client Management.
Provides back office support to client-facing team: Utilizing data provided by the team, the CSA formats and prepares presentations. With proficiency, researches client inquiries and follows through to resolution of those inquiries. Client inquiries may include but are not limited to requests for verification of previous letter mailings, requests for duplicate letters, and requests for audit status updates. Prepares and delivers routine correspondence on behalf of the team.
Coordinates Internal Processes: Coordinates on a weekly basis with internal finance and operations team as it relates to OPV report management.
Payment Review: Provides follow-up on outstanding overpayments. Acts as central point of contact for provider calls, as needed.
Completes ARMS requests & document management: Based upon client management feedback, researches issues related to proposed ARMS requests. Submits ARMS requests as appropriate. Resolves outstanding documentation management issues and follows-up as necessary.
Reporting / Metrics: The CSA maintains focus on specific SLAs; updates scorecard with related metrics. Provides client management team with analytics and ad hoc reports as needed.
Meetings: The CSA schedules and coordinates client meetings. Prepares and distributes agenda to scheduled attendees. Prepares meeting notes for clients; Documents any resulting action items and ensures communication to stake holders.
Internal Communication: Schedules and coordinates meetings with internal stake holders and team members to address issues and ensure clear communication within the team.
Miscellaneous: Other duties as assigned or as business needs may require.
Degree Program of Study Required/Preferred
Associateâ€™s Degree required
Bachelorâ€™s Degree in related field preferred
Skills and Experience
Computer proficiency in Microsoft Excel and PowerPoint required; Familiarity with Access and system databases preferred.
Minimum of 1 year of related experience in healthcare or related, client-focused field.
Knowledge of medical reimbursement methodologies, billing guidelines, or healthcare coding is required.
Excellent verbal and written communication skills.
Strong analytical and investigative skills.
Ability to work with minimal direct supervision, as part of a client-facing team.