EO, Client Operations Support Representative

Summary:

The Client Operations Support Representative provides essential clerical support to help ensure client service expectations are met. Key responsibilities include managing agent tickets posting missing payments completing client reports conducting status audits and addressing customer service inquiries
in a timely manner. The role emphasizes attention to detail meeting deadlines maintaining contingency plans and fostering clear communication with the team.

DUTIES AND RESPONSIBILITIES:
Manage open agent tickets relating to general account inquires through completion.
Post any missing payments to accounts through RP function for client reconciliation process
Maintain a thorough and effective contingency plan with Client Service Representative to ensure clients service level expectations are always met.
Accountable for timely completion of assigned client specific reports and requirements.
Take initiative and action to respond to resolve and follow up on customer service issues and client requests in a timely manner.
Meet deadlines with frequent interruptions and redefined priorities.
Communicate all feedback client updates and recommendations to all levels within the organization using professionalism positive attitude and discretion to achieve objectives.
Provide feedback to Management on any issues concerning call center behavior as it relates to agent tickets

KNOWLEDGE SKILLS AND ABILITIES:

Knowledge
Extensive knowledge of client requirements and guidelines

Knowledge of administrative and clerical procedures and systems such as word processing
managing files and records and other office procedures and terminology.
Efficient in Microsoft Office products especially Excel and Word
Knowledge in 10 key by touch typing
Understanding of billing and recovery cycle
Understanding of legal rules and regulations pertaining to billing collections and HIPPA

Skills
Active Listening Giving full attention to what others are saying taking time to understand the
points being made asking questions as appropriate and not interrupting at inappropriate times.
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
Speaking Talking to others to convey information effectively.
Service Orientation Actively looking for ways to help people.
Writing Communicating effectively in writing as appropriate for the needs of the audience.
Coordination Adjusting actions in relation to others actions.
Time Management Managing ones own time and the time of others.
Social Perceptiveness Being aware of others reactions and understanding why they react as they do.
Monitoring Monitoring/Assessing performance of yourself other individuals or organizations to make improvements or take corrective action.
Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making.
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions conclusions or approaches to problems.
Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Abilities
English Comprehension The ability to fluently communicate in and understand English the primary language of the work team.
Written Comprehension The ability to read and understand information and ideas presented in writing.
Written Expression The ability to communicate information and ideas in writing so others will understand.
Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression The ability to communicate information and ideas verbally so others will
understand.
Speech Recognition The ability to identify and understand the speech of another person.
Speech Clarity The ability to speak clearly so others can understand oral communication.
Problem Sensitivity The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem only recognizing there is a problem.
Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Selective Attention The ability to concentrate on a task over a period of time without being distracted.
Category Flexibility The ability to generate or use different sets of rules for combining or grouping things in different ways.

WORK EXPERIENCE EDUCATION AND CERTIFICATIONS:
High school diploma required
1 years of previous customer service experience required
Hospital or Physician Business Office setting work experience preferred

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
This position is located in an office environment and requires the following physical abilities:
Performing work at a stationary workstation for 8 hours
Interacting with a desktop computer or laptop
Entering data into systems using a mouse and keyboard
Ability to communicate clearly with others over a telephone system
Ability to work at a pace that allows the employee to meet the standard goals as set forth by management

TRAVEL REQUIREMENTS:
None