Client Services Representative I (Conversion) RealMed
The Client Services Representative I is responsible for working with the transactions processing system to document and resolve all customer service contact from users. The Client Services Representative I will serve as first level support for Web/EDI issues that are identified by users. Will research EDI claim errors and transmission problems, follow-up with customers to provide resolution to issues and will document the resolution provided as well as provide training to users as necessary. Will interact closely with other team members in Availity to provide the highest quality of customer service. May be called upon to serve in multiple roles in a fast-paced, entrepreneurial corporate environment.
Applies knowledge of clinical office operations of health care providers and/or health care payers including professional and support staff
Responds to requests for product support via multiple sources such as phone and e-mail.
Documents problem status and resolution. Escalates when necessary
Identifies recurring problems and notifies team members
Provides informal training to customers to enhance product use and familiarity
Interacts with clients in a courteous and professional manner
Manages associated provider system registration and financial documentation
Ensures compliance with operational policies and procedures
Achieves performance metrics that directly support the company?s attainment of financial goals.
Evaluates operational efficiencies and troubleshoots provider problems quickly.
Performs administrative support activities for customer and department, may include copying, faxing, etc.
Provides customer/client view point of product usability and potential product improvements based on customer interaction
Provides Subject Matter Expert view point for product usability as it relates to product changes, enhancements, new products, and testing
Accepts projects as assigned by the Customer Service Manager and contributes as a team member to other projects in an ongoing manner, including clerical and administrative tasks
WORK EXPERIENCE & SKILLS (Required)
1 or more years of work experience which includes customer service work experience OR a Bachelor's degree (see education preferred) can substitute for customer service work experience.
Strong interpersonal skills including tact, diplomacy and ability to maintain composure under pressure
Ability to identify the root cause of a problem and provide an effective solution
Ability to provide step by step directions via phone or e-mail
Ability to communicate effectively about IT issues
Solid understanding of computer operations
Technical skills related to support of web browsers, specifically Internet Explorer versions 5.5 and higher
Strong relationship management and collaboration skills
Excellent written and verbal communication skills
Ability to work independently under minimal guidance
Ability to establish and maintain effective working relationships, in a team environment
Demonstrated ability to use discretion and make sound decisions
Ability to work under pressure
WORK EXPERIENCE & SKILLS (Preferred)
1 or more years of Healthcare IT specific customer support OR 1 or more years billing experience with a payer, provider or related vendor
Extensive knowledge of the health care industry specifically payer operations and/or provider office operations, and customer service processes in a health care company
Knowledge of claims processing systems and EDI
Experience working in an entrepreneurial company
Exhibits all core competencies for Availity
EDUCATION AND CERTIFICATION (Required)
High school diploma or the equivalent
EDUCATION AND CERTIFICATION (Preferred)
Bachelor?s degree in Business, Operations, Healthcare Information Management or a related field.
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