Client Success Representative

Job Summary

The Client Success Representative is responsible for focusing on maximizing account performance and client retention by providing guidance and support related to the client account. This position manages and responds to client and internal needs and helps drive the account management and customer service model by identifying strategic needs for the department and by providing coaching and guidance to other team members.

Major Responsibilities/Activities

• Answer and resolve or route Client Relations phone calls in an efficient and timely manner.
• Answer and resolve or route Client Relations emails from clients and internal staff in an efficient and timely manner.
• Detect caller patterns/trends and provide appropriate feedback to Client Relations leadership in order to reduce or prevent future problems.
• Identify and communicate call and email trends and present data to Client Relations team for use in Client Business Reviews and internal schedule management.
• Work closely with Client Relations leadership to design processes and recommend improvements for better team support and improvement of the client experience.
• Facilitate timely communication and follow-up.
• Lead and participate in various projects as needed. 
• Calling efforts for items that need to be addressed with clients quickly.
• Documenting requests for audits or other similar requests.
• Collaborating with Strategic Account Managers as needed when issues arise.
• Generating regularly scheduled or ad-hoc reports as needed.
• Assist Client Relations leadership with schedule management.
• Serve as primary account manager in emergency and/or unexpected situations, such as inclement weather.
• Project manage the company wind-down process.
• Conduct all job tasks, duties, phone calls, and interactions with in accordance with company policies and applicable government regulations.
• Consistently support and demonstrate the company mission and values.
• Provide backup support to other departments as directed.
• Completion of and/or involvement with special projects.
• Participation in relevant meetings and company-sponsored events.
• Provides coaching and training to Client Relations backup/support sta? members.
• Work with designated accounts and provide account insights and recommendations to maximize performance.
• Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.
• Perform other duties as assigned.

Required Education, Skills, & Experience

• Associates degree in Business Administration, Healthcare, or related field, or high school diploma with comparable work experience.
• Experience with healthcare, or healthcare billing and/or third-party environment. 
• Working knowledge of company operations and companywide department functions.
• Demonstrates strong customer service skills. 
• Excellent written, verbal, and telephone communication skills.
• Ability to collaborate and work effectively across functional lines. 
• Highly organized with ability to manage time, multitask, and prioritize work well.
• High level of accuracy with attention to detail and deadlines.
• Strong sense of privacy of confidential information.
• Willing and able to adapt to changes in work environment, procedures, priorities, and job duties.
• Strong work ethic with the ability to identify what needs to be done, complete tasks, and meet deadlines with little supervision. 
• Firm understanding of Medicare, Medicaid, insurance, liability, and tertiary payment methods.
• Strong, demonstrated knowledge of HIPAA requirements and regulations. 
• Ability to learn, understand, and work within specific client requirements. 
• Strong data entry skills.
• Working knowledge of Microsoft Office programs.

Preferred Education, Skills, & Experience

• Customer Service experience.
• Proficiency in Excel and other business applications.

Working Environment

• The office environment is a controlled indoor setting with minimal exposure to adverse conditions. 
• Noise levels in the office are typically moderate and consistent with a standard office setting. 
• For employees approved to work in a hybrid or remote setting, a quiet, private workspace free from significant distractions is required to ensure productivity during work hours. 
• A reliable internet connection is required for hybrid/remote work. EMS|MC will provide necessary equipment, including a computer, monitor, keyboard, mouse and headset. 

Physical Requirements

• Sitting: frequent and prolonged periods of sitting at a desk while working on a computer. 
• Communication: frequent and prolonged periods of speaking, listening, reading, and writing. 
• Fine motor skills: frequent use of hands for typing and operating a computer mouse.  
• Movement: occasional walking and climbing of stairs; limited bending, kneeling, lifting, and carrying of office-related items.  

Employees must be able to perform the essential functions of this position. Reasonable accommodations will be provided to qualified individuals with disabilities as needed to support their ability to perform these essential functions. If you require an accommodation for this position or to participate in the application process, please contact HR at [email protected].