Client Services Representative

Job Description:

Client Services Representative Summary:

Signature Consultants is seeking a Client Services Representative for an opportunity in Jacksonville, FL. The Client Services Rep is responsible for working with the transactions processing system to document and resolve all customer service contact from users. He or she will serve as the first level support for Web/EDI issues that are identified by users and will research EDI claim errors and transmission problems. They will 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 to provide the highest quality of customer service. May be called upon to serve in multiple roles in a fast paced, entrepreneurial corporate environment.

Responsibilities:

• Apply knowledge of clinical office operations of health care providers and/or health care payers including professional and support staff
• Respond to requests for product support via multiple sources such as phone and email
• Document problem status and resolution. Escalate when necessary
• Identify recurring problems and notifies team members
• Provide informal training to customers to enhance product use and familiarity
• Interact with clients in a courteous and professional manner
• Manage associated provider system registration and financial documentation
• Ensure compliance with operational policies and procedures
• Achieve performance metrics that directly support the company’s attainment of financial goals
• Evaluate operational efficiencies and troubleshoots provider problems quickly
• Perform administrative support activities for customer and department, may include copying, faxing, etc.
• Provide customer/client view point of product usability and potential product improvements based on customer interaction
• Provide Subject Matter Expert view point for product usability as it relates to product changes, enhancements, new products, and testing
• Accept 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
• The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform

Requirements:

• High school diploma or the equivalent
• 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.
• 1 or more years of Healthcare IT specific customer support OR 1 or more years billing experience with a payer, provider or related vendor
• Experience working in an entrepreneurial company
• Bachelor’s degree in Business, Operations, Healthcare Information Management or a related field a plus
• 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 email
• 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
• 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

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the seventh consecutive year, Signature was voted as one of the “Best Staffing Firms to Work For” and is now the 14th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 26 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients’ technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com.