Healthcare Client Technical Advisor-Servicing-Atlanta, GA

Job Description:

Role Overview:

Supports high revenue clients who use treasury products and services within a specific industry. Primary contact for the sales team supporting the portfolio. Responsible for the client experience end-to-end by influencing business partners across numerous lines of businesses.  Responsible for proactive client engagement to enhance existing relationships while driving client delight.

Key Responsibilities:

Proactive client engagement by performing independent analysis of their clients Treasury Services which includes: Scorecards, Documentation Review, Schematics, Analysis Billing, Fraud Prevention, system outages, temperature checks, portfolio reviews, etc. Works with clients and operations to solve complex escalated problems often gathering information to describe and analyze an issue and developing solutions that are outside standard procedures. Promote self service opportunities. Primary point of contact related to escalations. Provide back up and support manager to resolve production issues as needed.

Responsibilities:

This is a Client Servicing Role supporting healthcare industry clients, where under general supervision, provides day-to-day account servicing and resolution of routine to complex inquiries and operational requests for clients.

Responsible for account management including: handling escalations of more complex issues by coordinating workflow with business partners and ensuring timely resolution; identifying root causes and resolving issues through research and analysis in a timely manner; leading reoccurring calls with customers to review current processes and address gaps or issues; defines rules, logics and mapping for processing of client files; understanding customer business needs and translate them into operational requirements.

May have in person client engagement and presentation responsibilities. Understands the end-to-end process for sales, service and fulfillment of all products supported.

Must be client focused, a team player, communicate crisply and candidly, able to improve processes, drive for results and take ownership to enhance client delight.

Required Skills:

• Minimum 2 years of Client Servicing / Customer Service experience
• Excellent verbal and written communication skills
• Understands the end-to-end process with ability to troubleshoot issues and utilize professional judgment in determining appropriate resolution of client needs
• Ability to collaborate seamlessly with peers, management, customers, and third parties
• Ability to analyze and resolve complex issues spanning across multiple lines of business and product lines
• Strong analytical skills and ability to troubleshoot issues to identify root causes
• Must be client focused and able to monitor the timeliness of the overall service and fulfillment process to achieve client delight
• High level of proficiency with Microsoft Excel and other Microsoft Office applications, including ability to create and manipulate data sets with pivot tables and other analytical techniques
• Excellent organizational skills and ability to work independently

Desired Skills:

• Understanding of Healthcare industry and familiarity with Explanation of Benefits (EOBs), ERA/  835 and 837 files formats
• Experience with data mapping/setting up/configuring Revenue Cycle Solutions for Healthcare industry clients  
• Understanding of HIPAA laws and regulations
• Proven ability to build relationships, collaborate across teams for purposes of resolving support issues through critical thinking

Other Qualifications:

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

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