Customer Service Representative - Financial Services

Job Responsibilities

Clinical Services Management : Facilitate effective patient complaint resolution by reviewing and triaging all complaints. This involves resolving straightforward, administrative (e.g., some billing) complaints, and directing other (e.g., complex billing, clinical, clinician behavioural) complaints to the appropriate client’s Health leader. Assist the Client Services Vice President and Clinical Practice Managers in identifying and tracking action items associated with a site(s). These may originate in the Medical Director Report as well as other facility or client’s Health Quality or Performance Improvement reports or efforts. Ensure all client’s Health clinicians working at a site have been assigned and completed any education required by the facility or client’s Health Assist in the creation of agendas and coordination of content for clinician group meetings, Joint Operating Committees as well as other site-level meetings as assigned.

Business Relationship Management : Ensure client’s Dashboards and reports are appropriately distributed to internal and client stakeholders. Help communicate new clinicians with local hospital leadership and medical staff (introductory flyers with picture and bio of new clinician). Support the client’s Health Clinical and Operating Leaders in creating and distributing agendas, reports, and presentations for client meetings and other operating mechanisms. Ensure timely collection and distribution of all client data and metrics needed for facility incentive payment billing. Assist with Monthly and Quarterly slide deck development.

Provider Engagement and Staffing : Facilitate new medical director and clinician onboarding. Assist with orientation of new Medical Directors and in training Medical Directors on accessing client’s Systems and Health Portal. Assist Medical Directors and Operations leaders in coordinating clinician orientation. Coordinate with the facility to ensure client’s Health Medical and Operating Leaders have the data necessary for ongoing and focused clinician performance evaluations as well as Medical Director Report completion. Assist as needed with Business Ops (scheduling, recruiting, Credentialing) interactions with client’s and local leadership. Confirm medical director’s administrative hour attestation is complete each month.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills. Must be extremely organized and demonstrate exceptional time management skills.
• Excellent customer service skills.
• Ability to develop advanced, effective presentations and reports.
• Proficiency in MS Office programs : Excel, Word, Power Point; adept at data collection, manipulation, and analysis (spreadsheets, charts, graphs, formulas, pivot tables).

Education

High-school diploma, required. Bachelor’s degree in business administration, healthcare, or related field, preferred.

Work Experience / qualifications

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