EMS Management & Consultants, Inc.

Insurance

• Provide leadership and managing the daily activities of the claims management teams
• Establish policies and procedures
• Maintain daily workflows to ensure specified turnaround times are met
• Provide work direction and overall performance management for the staff
• Oversee the daily coding process
• Coordinate and manage the distribution of work and scheduling for team
• Manage day-to-day reports, workflow, and communication between Team Lead and staff
• Conduct regular meetings with the team
• Monitor staff productivity and quality through internal performance systems
• Identify and communicate quality assurance findings, trends, training requirements, performance patterns, deficiencies, staffing needs, and areas needing improvement
• Compile and analyze data to recommend technology and other solutions for efficiencies and process improvement
• Ensure all HIPAA procedures are followed and violations are reported

Supervisor, Patient Insurance Specialist

Human Resources

• Owns and manages the end-to-end performance management process, including coaching managers on performance management, documentation, and tracking.
• Serves as the central owner of all Employee Relations matters, including investigations, policy violations, and workplace concerns.
• Conducts prompt, thorough, and impartial investigations, ensuring appropriate documentation and defensible outcomes.
• Advises managers on employee performance issues, risk mitigation, and appropriate actions.
• Develops and delivers guidance and training to strengthen performance management practices and documentation.
• Ensures consistent application of policies and practices across the organization.
• Identifies trends in performance management and ER matters and recommends proactive solutions.
• Provides operational oversight and support across HR Operations functions, including Payroll, Benefits, Compensation, HRIS, and HR Compliance, partnering with internal team members and external vendors to support effective service delivery and issue resolution.
• Ensures HR operational processes are accurate, efficient, and scalable.
• Partners with HRBPs and HR leadership to ensure alignment and effective execution of people practices.
• Performs other duties as assigned.

Manager, HR Operations – Employee Relations

Customer Success Manager

• Manage assigned client accounts within a defined scope
• Communicate respectfully and effectively while managing and resolving client escalations
• Prioritize timely and effective responses to client and internal requests
• Lead the assigned Point-of-Delivery (POD) by facilitating meetings and prioritizing tasks
• Analyze revenue cycle and operational data to identify trends, risks, and improvement opportunities

Client Success Executive

Accounts Receivable

• Reconcile all payments received to payments posted
• Establish website access to obtain payment remittances
• Generate client specific reporting monthly and as needed
• Conduct a high level of payment research daily
• Provide client specific instructions on payment posting requirements to the Payment Posting Teams
• Identify root cause of missing remittance and establish best practices to prevent future misses
• Quality audit payment posting and provide feedback when required
• Respond to customer email and phone inquiries in a prompt and professional manner
• Create and send client specific reports via secured FTP, internal automation and email transmission
• Continuous inner and external team collaboration and support to ensure client specific deadlines and accuracy requirements are achieved or exceeded
• Coordinate training needs with direct manager to ensure optimal productivity
• Maintain continuous focus on improving processes

Accounts Receivable Specialist

• Focus on maximizing account performance and client retention by providing guidance and support related to the client account.
• Manage and respond to client and internal needs.
• Drive the account management and customer service model by identifying strategic needs for the department.
• Provide coaching and guidance to other team members.
• Answer and resolve or route Client Relations phone calls in an efficient and timely manner.
• Answer and resolve or route Client Relations emails from clients and internal staff in an efficient and timely manner.
• Detect caller patterns/trends and provide appropriate feedback to Client Relations leadership.
• Identify and communicate call and email trends and present data to Client Relations team for use in Client Business Reviews and internal schedule management.
• Work closely with Client Relations leadership to design processes and recommend improvements for better team support and improvement of the client experience.
• Facilitate timely communication and follow-up.
• Lead and participate in various projects as needed.
• Document requests for audits or other similar requests.
• Collaborate with Strategic Account Managers as needed when issues arise.
• Generate regularly scheduled or ad-hoc reports as needed.
• Assist Client Relations leadership with schedule management.
• Serve as primary account manager in emergency and/or unexpected situations.
• Conduct all job tasks, duties, phone calls, and interactions in accordance with company policies and applicable government regulations.
• Consistently support and demonstrate the company mission and values.
• Provide backup support to other departments as directed.
• Completion of and/or involvement with special projects.

Client Success Representative

Collections

• The Life Line Collections Specialist is responsible for collection efforts, making contact with patients, discussing and negotiating payment arrangements and possible solutions with patients.
• Place outbound phone calls efficiently and in a professional manner.
• Notify consumers of delinquent accounts via telephone to solicit payment.
• Receive payments via telephone for customer accounts.
• Manage and follow up on assigned collection accounts.
• Accurately document the information provided and outcome of the call in an efficient, clear, and concise manner.
• Identify appropriate situations for transferring/escalating a call to a senior advisor, supervisor, or other member of management.
• Conduct all job tasks, duties, phone calls, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations.
• Consistently support and demonstrate the company mission and values.
• Assist with special projects as directed.
• Participation in relevant meetings or events.
• Perform other necessary tasks as assigned by supervisor.

Collections Specialist

Project Manager

• Serve as a dynamic change agent and lead business process improvements and cross functional projects
• Provide sustained improvement to critical operational processes
• Manage multiple complex, high-priority projects within the project portfolio
• Manage project budgets, including vendor contracts
• Build and manage detailed project plans with clear ownership and deadlines
• Manage stakeholder engagement and keep all interested parties informed of project progress, risks, and delays
• Drive continuous improvement initiatives for the PMO
• Coach and mentor junior team members and help foster their professional development

Senior Project Manager

Business Development Rep

• Drive new revenue growth through strategic prospecting, relationship development, and closing complex sales
• Own and execute a defined territory sales plan
• Develop and maintain a strong understanding of the EMS industry
• Lead the full sales cycle
• Effectively present and differentiate EMS|MC’s value proposition to prospective clients
• Proactively prospect and develop new business opportunities
• Build, manage, and sustain strong relationships with key decision makers
• Demonstrate strong Customer Relationship Management (CRM) discipline
• Collaborate closely with teams on RFP development and responses

Business Development Manager

• The Director of Client Success is a leadership role responsible for client satisfaction, retention, renewal, and revenue growth across a portfolio of strategic clients.
• This role leads, coaches, and develops a team of Client Success Executives to ensure consistent, high-impact execution of holistic revenue cycle management (RCM) strategies.
• The Director serves as a strategic advisor to clients and an internal business leader, leveraging analytics, operational insight, and industry expertise to optimize performance, mitigate risk, and drive long-term, scalable client and company success.
• Lead and develop a high-performing Client Success Executive (CSE) team through clear expectations, coaching, accountability, and performance management.
• Establish and oversee standardized client success strategies, operating rhythms, and performance metrics that drive retention, renewal, and growth.
• Ensure consistent, best-in-class execution of holistic revenue cycle management across all assigned clients.
• Act as executive sponsor and primary escalation point for complex or high-risk client relationships.
• Partner with Client Success Executives to develop and execute client-specific operational, financial, and growth plans aligned to client goals and contractual commitments.
• Drive value-creating insights and recommendations using analytics, operational performance data, and industry trends.
• Maintain strong executive-level client relationships built on trust, transparency, and measurable outcomes.
• Lead quarterly business reviews and executive-level discussions, ensuring clear articulation of performance, risks, and opportunities.
• Proactively identify, assess, and mitigate client and operational risk through structured review mechanisms, escalation protocols, and corrective action planning.
• Collaborate with Sales, Marketing, Revenue Cycle, Project Management (PMO), Analytics, and Executive Leadership to deliver a cohesive, forward-looking client experience.
• Coach, mentor, and inspire team members while holding them accountable for outcomes.
• Perform other duties as assigned.

Director, Client Success

Sales Development Rep

• Generate new sales opportunities by conducting outbound prospecting through phone calls, emails, social media, and other outreach methods to create interest in EMS|MC solutions.
• Qualify inbound and outbound leads to assess fit, interest level, and readiness before advancing opportunities to the Business Development team.
• Execute daily outreach activities to meet or exceed activity and pipeline generation goals, including calls, emails, meetings set, and qualified opportunities.
• Conduct initial discovery conversations to understand prospective clients’ challenges, priorities, and needs within municipal, county, and health system environments.
• Effectively communicate EMS|MC’s value proposition and differentiate our solutions to generate interest and secure meetings with key decision-makers and influencers.
• Maintain accurate and timely documentation of all prospecting activities, communications, and lead status within the Customer Relationship Management (CRM), which serves as the single source of truth for the sales organization.
• Collaborate closely with Business Development, Marketing, and Operations teams to ensure a smooth handoff of qualified opportunities and alignment on messaging.
• Support marketing campaigns and initiatives by following up on campaign-generated leads and assisting with targeted outreach efforts.
• Participate in ongoing training to build knowledge of the EMS industry, including operational, financial, and regulatory challenges faced by prospective clients.
• Represent and support the company mission, values, and commitment to customer success in all prospective interactions.
• Participate in company-sponsored events, meetings, and trade shows as needed to increase brand awareness and generate pipeline.
• Perform other duties as assigned.