Job Description

The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services and Cardio Partners.

Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Since its founding in 1984, Digitech has refined its software platform to create a cloud-based billing and business intelligence solution that monitors and automates the entire EMS revenue lifecycle. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients.

Responsible for creating, nurturing and sustaining long-term relationships with Digitechs’ established client base. Specifically, those clients assigned to the Select Client Segment (SCS) Team. This position will focus primarily on Client retention and safeguarding the revenue stream.

Essential Duties and Responsibilities:

• Serve as the primary Point of Contact (POC) for client interactions within the Select Client Segment
• Assist with resolving client issues and escalate to appropriate Digitech staff or BPO partners as needed
• Receive and enter client interactions into the Jira Service Desk ticketing system
• Manage all client inquiries received primarily through the Jira Service Desk
• Resolve and track client requests using the Jira Service Desk
• Collaborate with internal team members and assigned BPOs to address and resolve tickets
• Work with clients to develop processes that enhance their business model and increase revenue (e.g., charge structure reviews, trip imports)
• Monitor contract terms and renewal dates
• Understand Digitechs’s roles and responsibilities for obtaining key information related to client inquiries
• Capture and store important documents in the client Customer Record within the NetSuite platform
• Monitor OEMS license dates, renewals, and regional industry factors affecting clients
• Adhere to HIPAA and compliance requirements
• Prioritize work effectively and operate independently
• Maintain cooperative and productive relationships with assigned clients
• Adhere to all Digitech HIPAA privacy policies and procedures; this includes always maintaining the confidentiality and security of sensitive patient information
• Ensures consistent adherence to company attendance policies
• Additional job duties as assigned

Skills/Experience Required:

• Education: High School Diploma or Equivalent required
• Must be able to interact well with all levels of a client’s organizational structure, including administrative, leadership, and operational personnel
• Should be comfortable learning and utilizing Jira Service Desk features, particularly those relevant to the Select Client Segment Team
• Must be proficient in the use of Microsoft Office 365
• Customer service experience strongly preferred
• Strong oral and written communication skills
• Intermediate computer skills, including working knowledge of Microsoft Word, Excel, and Outlook
• Customer-oriented attitude with strong interpersonal skills
• Strong organizational skills
• Ability to work in a fast-paced environment
• Strong problem-solving skills
• Understanding of HIPAA
• Ability to work independently to manage all types of client interactions via Jira, email, and verbal communication
• Ability to manage a high volume of client interactions and systematically follow up on inquiries by keeping the ticketing system updated and current
• Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EO/M/F/Veterans/Disabled.

Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.

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