Position Summary:
Under the minimal supervision of a Manager and through collaboration with senior team members, the Representative in Healthcare is the day to day point person for assigned duties within inbox and call centers. The Representative engages in numerous interactions with client contacts as well as internal members of the Healthcare team.
Primary Accountabilities:
- Operational
- Identify and resolve processing problems
- Maintain documentation for Spectrum/Incorta users and monthly report validation for SOC audits
- Enter Salesforce cases for client inquires, as needed
- Initiate actions to research client questions or to resolve processing problems
- Involve support departments to meet client requests or processing problems, while maintaining accountability for client response
- Perform both payer and client conversion activities
- Coordinate and or support on-boarding activities with Account Manager
- Assign cases for Tier 2 support through Sales Force
- Work with payers and banks as needed
- Administrative
- Proactively communicate to client on Inmar news, system access, issues or enhancement and log out-bound communication
- Keep client updated on projects and issue resolutions
- Lead client conference calls
- Maintain Client Action Plan
- Provide training on Inmar systems, tools, & reports
- Maintain HIPAA (Health Insurance Portability and Accountability Act) compliance in all client communication
- Maintain proper storage of paper documentation containing protected healthcare information (PHI) per Inmar HIPAA Policies and Procedures
- Return/Acknowledge client calls and email within 24 business hours
- Serve as primary point of contact for Client, Client Services Manager, Account Manager and Leadership team
- Manage workload to meet agreed upon processing guidelines
- Generate and reviewing assigned reports for accuracy
- Understand all reports sent to client by Inmar and received by Inmar from client
- Establish and maintain processing guidelines booklet for each client to be used as a back-up
- Request client assistance when Inmar unable to get payer responses
- Work with internal departs, such as Account Manager Payer Relations, as needed
- Participate in on-boarding of new clients as support
- Keep team members and management updated on client cases, successes, and current inquiries
- Identify needs for system enhancements or process changes in response to workflow, data, or processing issues
- Lead UAC Cat 1 conversations with clients
- Assist client with change management
- Coordinate client special service requests
- Perform special projects and other duties as assigned by management
Required Qualifications:
- At least two years of relevant experience involving customer service, computer usage, data entry and data analysis and a Bachelor’s degree in Business Administration, Accounting, or a related field; OR an equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position.
- Intermediate level of proficiency in Microsoft Office Suite, Microsoft Windows
- Competent in 10 Key Manual Entry, Google Office Suite
- Knowledge of accounting procedures on automated systems
- Knowledge of computer systems and report generation (AS/400 knowledge preferred)
Individual Competencies:
- Adaptable: Responds to change with a willingness to learn new ways to accomplish work.
- Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information and achieve results.
- Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.
- Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.
- Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.
- Problem Solving: Gathers and analyzes information to generate and evaluate solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.
- Collaboration: Works collaboratively with others to achieve group goals and objectives.
The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
While performing the duties of this job, the associate is:
- Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.
- Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
- Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.
- Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.
Occasionally: Job requires this activity up to 33% of the time
Frequently: Job requires this activity between 33% - 66% of the time
Regularly: Job requires this activity more than 66% of the time
Safety:
- Support a safe work environment by following safety rules and regulations and reporting all safety hazards.
As an Inmar Associate, you:
- Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.
- Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.
- Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results.
- Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.
- Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcomes.
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We are an Equal Opportunity Employer, including disability/vets.
