Client Services Representative

• Establish a strategic advisor relationship with clients by understanding their practice’s billing requirements, long term strategy and goals
• Proactively provide insight on the financial health of their business and guidance on solutions and steps to bridge the gap to ensure their goals are achieved
• Complete business review presentations with clients to effectively communicate practice financial health, determine current level of client satisfaction and identify opportunities to improve the revenue cycle
• Report monthly denial and rejection trends internally and externally and recommend process improvements to prevent future denials and rejections
• Ensure all meeting notes and client relationship documentation are documented in Salesforce and client specific instructions are documented on the client blueprint
• Act as primary client point of contact to handle individual needs, resolve conflicts, and provide solutions to customers in a timely manner
• Exercise sound judgment and make independent business decisions related to solving client related billing matters
• Approve and implement workflow modifications to meet client needs that may have significant financial impact to OP and/or the practice
• Develop and monitor action plans related to client escalations/concerns
• Maintain regular contact with RCM contacts at the practice via phone, email, and OP messages
• Identify at-risk clients and determine actions required to resolve concerns and retain clients
• Provide guidance and education to the Sutherland team on clarifications, help items, and resolving outstanding AR
• Collaborate with RCM and Sutherland leadership on quality/productivity/TAT barriers
• Establish and maintain system parameters that support timely submission of claims to payers resulting in payment maximization
• Improve operational efficiencies including OP software performance and assist with automation initiatives
• Collaborate with Account Manager to optimize use of OP software and identify client training needs
• Ensure success of newly implemented clients with enhanced monitoring for the 6 weeks post go-live
• Maintain expert knowledge of payer guidelines for assigned geographic areas in collaboration with payer rules specialist and team leads
• Complete offboarding process for clients exiting RCM services

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