EMS Management & Consultants, Inc.

Operations

• Provide leadership and manage the daily activities of the Facilities Billing Claims Management team
• Ensure efficient, timely, and high-quality performance
• Establish policies and procedures, maintaining daily workflows to ensure specified turnaround times are met
• Provide work direction and overall performance management for the staff
• Oversee the claim status follow-up to ensure timely processing and maximize cash flow
• Support staff in claim preparation and submission by addressing escalations, clarifying procedures, and ensuring adherence to established workflows and payer requirements
• Work with Billing and Coding teams to identify and correct errors and issues
• Generate reports on facility billing performance, aging, and reimbursement trends
• Identify root causes for underpayments and/or delays
• Coordinate and manage the distribution of work and scheduling for the team based on business needs
• Support a multi-functional team by hiring staff, addressing concerns, and employee development
• Communicate process changes, organizational issues, and departmental matters with appropriate staff
• Monitor staff productivity and quality through internal performance systems; provide appropriate feedback and coaching and implement performance management when needed
• Analyze and clearly communicate QA findings, emerging trends, training needs, performance patterns, and operational gaps
• Recommend and implement targeted improvements to strengthen staffing effectiveness, elevate performance, and enhance overall quality
• Maintain current working knowledge of relevant rules, regulations, statutes, policies, and procedures
• Manage the implementation of new processes, procedures, and technologies as needed
• Collaborate with other departments in departmental and organizational continuous improvement efforts and lead such efforts when related to the receivables area
• Perform other duties as assigned

Supervisor, Facility Billing Operations

Sales Operations Manager

• Manage and maintain the Salesforce platform, including user setup, profiles, and roles
• Customize Salesforce to meet the needs of the sales and operations teams
• Ensure data integrity and cleanliness within Salesforce by performing regular data audits and cleanup
• Provide training and support to Salesforce users
• Assist the sales team with pipeline management, opportunity tracking, and forecasting
• Develop and generate regular sales reports and dashboards
• Support the sales team in preparing sales presentations, proposals, and contracts
• Collaborate with the operations team to streamline processes and improve operational efficiency
• Monitor and analyze key operational metrics to identify areas for improvement
• Integrate Salesforce with other business systems and tools to enhance data flow and process automation

Sales Operations Specialist

Customer Support

• Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner.
• Identify each caller’s needs and determine the next appropriate action, which may include clarifying charges/payments, collecting, adding, updating, and filing insurance, resolving complaints, and/or notifying.
• Utilize all resources provided: Job aids, SOP’s, Question Queue, Client Specs.
• Notify supervisors/management of complaints that cannot be resolved on the first call.
• Address each caller’s needs while being sensitive to the appropriate amount of time needed to complete and close the call in a courteous and professional manner.
• Accurately document each call and the outcome in Rescue Net Billing in an efficient, clear, and concise manner.
• Identify appropriate situations for transferring/escalating a call to a senior advisor, supervisor or member of management.
• Detect caller patterns and provide appropriate feedback to supervisor to reduce or prevent possible future call.
• 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.
• File insurance from information provided by patient on the EMSMC website in an accurate and timely manner.
• Mentoring of new hires.
• Perform other necessary tasks as assigned by supervisor.
• Assist with special projects as assigned.
• Maintain required turnaround time as dictated by process or client.
• Maintain Customer Service call audit and HIPAA scores of 98%.

Customer Service Professional – Inbound

• Oversee the full EMS billing process from charge capture to reimbursement, ensuring accuracy and compliance.
• Implement process improvements to enhance revenue capture, efficiency, and compliance.
• Oversee facility payer contracts in partnership with our clients, including rate updates, renewals, and compliance with negotiated terms.
• Supervise and lead the EMS billing team; provide training, performance evaluations, and development.
• Monitor key performance indicators (KPIs) such as days in A/R, denial rates, cash collections, and claim turnaround times.
• Ensure proper documentation and coding for ambulance transports per CMS and payer guidelines.
• Identify and resolve billing and reimbursement issues, denials, or payment delays.
• Collaborate with EMS leadership and operations to ensure documentation supports billing and compliance.
• Maintain and update knowledge of applicable laws, coding rules, Medicare/Medicaid guidelines, and commercial payer policies.
• Meet all month-end deadlines, including invoice submission, revenue recognition and reconciliation.
• Prepare reports for senior leadership regarding EMS revenue cycle performance, payer trends, and areas of improvement.
• Serve as the subject matter expert on all EMS facility contract billing regulations and reimbursement methodologies.
• Perform other duties as assigned.

Manager, Facility Billing Operations

Customer Success Manager

• Focus on client satisfaction and retention by managing the complete revenue cycle process and client relationships
• Monitor operational aspects of client accounts and ensure contractual compliance
• Maximize account performance through in-depth analytics and identify opportunities to improve financial performance
• Maximize cash collections and A/R follow-up while providing excellent service
• Manage and respond to client inquiries with emphasis on long-term partnership
• Align internal and external project teams to enrich client experience through services and technology
• Communicate financial and operational metrics, compliance and regulatory updates to enable quality patient care
• Foster and deepen high-value relationships across client organizations
• Manage implementation projects, monitor contract status, and drive renewals/extensions
• Assist Sales and Marketing by identifying new relationships and creating reference-able clients
• Serve as resource/backup to other departments and conduct training as needed
• Maintain professional, confidential, and compliant conduct in all interactions

Client Success Executive

• Manage and maintain the Salesforce platform, including user setup, profiles, and roles
• Customize Salesforce: create custom objects, workflows, validation rules, and reports
• Ensure data integrity and cleanliness via regular data audits and cleanup
• Provide training and support to Salesforce users
• Assist sales team with pipeline management, opportunity tracking, and forecasting
• Develop and generate sales reports and dashboards
• Support sales presentations, proposals, and contracts
• Coordinate with marketing to align sales and marketing activities
• Collaborate with operations to streamline processes and improve efficiency
• Monitor and analyze key operational metrics
• Assist in development and implementation of SOPs
• Support coordination and execution of sales and operations initiatives and projects
• Integrate Salesforce with other business systems and tools
• Identify and implement opportunities for process improvements and system enhancements
• Stay up-to-date with Salesforce releases, new features, and best practices

Backend Engineer

• Architect and develop complex backend systems using PHP and helping evolve the system to modern frameworks.
• Design and implement RESTful APIs & web services.
• Strong understanding of AWS infrastructure and distributed system concepts, with the ability to design and support scalable cloud-based applications.
• Contribute to system design discussions, mentor junior engineers, and promote best practices.
• Collaborate in an Agile team environment with technical leads, solution architects, QA, and product owners.
• Perform other duties as assigned.

Supervisor, Facility Billing Operations

Sales Operations Specialist

Customer Service Professional – Inbound

Manager, Facility Billing Operations

Client Success Executive

Sales Operations Specialist

Senior PHP Developer