Job Description

Responsible for acting as a liaison between clients and companies. The Client Care Representative discusses, researches, and resolves issues concerning client requests, errors, account questions, and other queries while ensuring all clients have a positive experience. A Client Care Representative exhibits superior customer service skills and provides prompt courteous service to clients. They also resolve and coordinate complaints promptly and professionally and are required to provide excellence in all areas of customer service. The Client Care Representatives must ensure that methodologies, policies and procedures are deployed to guarantee the highest quality standards with “extraordinary customer service” as a goal.

Supervisor

Operations Director

Department

Client Care

Essential Duties of the Position

• Provide customer focused attitude and actions
• Handle a high volume of emails
• Communicate clearly, timely, and positively with clients
• Good communication skills and interpersonal skills
• Professional attitude, and able to maintain composure in urgent or confrontational situations
• Work as liaison between client and staff members
• Effective critical thinking, problem solving and decision-making skills
• Process and run reports per client request with the ability to communicate all designated reports
• Display strong organization/time management skills
• Work independently and must be multi-task oriented
• Maintains database
• Develops and retains professional relationship with hospital staff
• Maintains confidentiality at all times (i.e., PHI HIPAA, and HITEC)
• Team player attitude
• Service as a backup for the Administrative Support Specialist (i.e., Main Line Overflow)
• Any other duties as assigned by management

Responsibilities of the Position

• Exemplifies the Mission/Vision/Core Values of RevOne Companies in all personal and professional behavior and is a role model to all associates
• Collaborates with manager to identify own learning needs and set goals using available resources to meet these needs/goals
• Maintains working knowledge of departmental/hospital policies and procedures through participation and by reading updates and other provided communication
• Works in collaboration with other departmental associates, as well as other hospital associates supporting their efforts through teamwork and the acceptance of additional assignments
• Initiates behavior changes, as necessary based upon performance feedback
• Accepts responsibility for own actions, while taking ownership of departmental outcomes
• Resolves client complaints by investigating problems, developing solutions, and making recommendations to management

Requirements

Requirements of the Position

• Computer proficiency skills are required
• Ability to learn quickly and navigate effectively through multiple systems
• Excellent attention to detail!
• Excellent verbal and written communication skills
• Ability to work in fast-paced, changing environment
• Must be flexible and adaptive to change in order to support operations
• Demonstrates attention to detail and organization
• Must have the ability to perform repeated tasks with a high level of accuracy
• Must have working knowledge of HIPAA, FDCPA, and Red Flag regulations

Difficulty of Work

This position is an in office position. Work activities are performed independently, utilizing basic guidelines as standards of performance. The incumbent must deal with a variety of reports, documents, and computer systems, and must utilize good judgment in carrying out job duties. Advice and guidance may be sought from the department’s Manager/Team Lead as warranted to ensure the provision of quality service.

Responsibility

Effectively performs clerical support functions for Manager, departmental associates, and clients in a timely, efficient manner, while enhancing customer satisfaction. The incumbent works in a team concept, but takes calls on his/her own. Work is somewhat independent in nature. The incumbent makes a substantial impact on the client.

Personal Work Relationships

The incumbent must deal with a variety of staff levels, conditions and circumstances. Routine contacts are to be expected from incoming calls, clients, management, and associates, internal and affiliate company associates. Occasionally contacts can be expected from external people (vendors, customers, professional community, government agencies, and etc.) dealing with activities of limited complexity.