Connexin

Support Engineer

• Respond to incoming client inquiries via telephone, chat, and email
• Research and resolve client issues and requests
• Explain complex issues in appealingly simple terms
• Manage case backlog and meet commitments to clients
• Escalate tickets properly
• Represent client needs and concerns when interacting with various OP departments
• Stay current on all software releases, enhancements, and reported issues
• Utilize critical thinking, root cause analysis, and problem solving skills to address client issues
• 80% of work via real-time/live conversations with clients via telephone and chat
• Perform all work via computer using software (Google suite, Salesforce CRM, JIRA, Office Practicum EHR)
• Use telephone in most client interactions

EHR Support Analyst, Tier 1

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

RCM Client Services Specialist

Project Manager

• Primary responsibility for onboarding success of new clients and clients adding new services
• Develop, execute and manage implementation plans including needs assessment, timelines, resource assignment, and client relationships
• Collaborate with Implementation Specialist, Data Conversion, Interface Analyst, Training Specialists, and Reports Developer to meet deadlines and milestones
• Coordinate training timelines, weekly client meetings, individual training, remote and onsite support
• Plan and coordinate Super User training and onsite go-lives with Training Manager
• Monitor client progress reports, conduct weekly readiness assessments pre go-live, and continue weekly progress meetings post go-live
• Serve as main point of contact for physician offices during implementation and post go-live
• Maintain Readiness Checklists and manage Action Plan logging issues, assignments, resolutions, status and project risk
• Provide project status updates to Office Practicum leadership and update CRM for companywide visibility
• Identify issues impacting project success and recommend additional training or onsite support as needed
• Travel to client sites as needed (not to exceed 25%)

EHR Implementation Project Manager

Customer Support

• Remedy On-Call is a 24/7 answering service that physician practices use to streamline their customer service and appointment scheduling.
• The Customer Service Agent supporting our Remedy On-Call product provides top of the line customer support to our clients and their customers.
• This is a remote role that provides support over the phone via real-time/live conversations with clients.
• This role requires excellent communication skills, a professional demeanor, and attention to detail.
• The hours for this position are: Saturday and Sunday from 9 am - 3pm ET
• This is a remote position, however, applicants must reside in one of the following states: GA, ID, IN, KS, LA, MN, NC, OH, PA, TN, TX, UT, WY
• Applicants must be authorized to work for ANY employer in the U.S.
• We are unable to sponsor or take over sponsorship of an employment Visa at this time.

EHR Support Analyst, Tier 1

RCM Client Services Specialist

EHR Implementation Project Manager

Customer Service Agent, Remedy