nimble solutions

Call Center Representative

• Lead the Call Center Operations & Patient Accounts organization across multiple geographies, including managers, supervisors, customer service representatives, and collection specialists
• Oversee remote workforce operations across U.S., Philippines, and India, ensuring consistent training, communication, performance standards, and quality control
• Develop team structure, hiring plans, productivity models, and workflow assignments that support multi-client needs and call volume distribution
• Establish departmental goals and ensure accountability through performance reviews, KPI management, and effective coaching
• Oversee daily operations of the inbound patient call center, ensuring timely service, accurate resolution, and achievement of service-level agreements (SLAs)
• Manage outbound collection strategies, including call cadence, scripting, quality assurance, and conversion optimization
• Serve as the subject matter expert for call center technology, telephony platforms, QA systems, and dashboards
• Monitor quality, handle escalations, and implement continuous improvement initiatives to enhance patient satisfaction and operational efficiency
• Ensure compliance with all federal, state, and local regulations related to patient billing, communications, and collections, including FDCPA, TCPA, and HIPAA
• Develop and execute strategies to improve patient collections, reduce A/R days, and optimize cash flow
• Implement and monitor payment plan programs and patient outreach initiatives
• Oversee placement of accounts with bad debt agencies; work with the client success team, ensuring client approvals are tracked
• Analyze account activity trends to identify root causes and design corrective strategies
• Oversee relationships with all third-party vendors supporting patient accounts, including call center technology providers, merchant vendors, and bad debt agencies
• Establish clear performance expectations, KPIs, and SLAs for each vendor, ensuring alignment with organizational goals and client requirements
• Conduct routine performance reviews, develop vendor scorecards, and escalate issues when performance gaps are identified
• Produce comprehensive dashboards and reporting packages highlighting operational performance, collection results, call center metrics, staffing trends, and improvement opportunities

Director – Call Center Operations

IT Support

• Provide first-level technical support via phone, email, and chat for employees or customers facing technical issues
• Diagnose and resolve common IT issues related to hardware, software, and network connectivity (e.g., login issues, software errors, printing problems)
• Document and track issues through a help desk ticketing system, ensuring accurate records of issues and resolutions
• Escalate unresolved issues to higher-tier support teams (Tier 2 or Tier 3) when necessary, while providing detailed information to assist in further troubleshooting
• Assist with software installation and setup on desktops, laptops, and mobile devices, ensuring configurations meet company standards
• Provide guidance and instruction to users on basic IT procedures, troubleshooting steps, and best practices
• Maintain an inventory of IT assets such as hardware, software, and peripherals
• Assist in setting up new users with accounts, systems, and equipment
• Follow standard operating procedures (SOPs) and maintain a professional and courteous demeanor when communicating with users
• Perform other duties as assigned by the Help Desk Manager or IT team

IT Help Desk Technician

Business Development Rep

• Own and execute strategic territory and vertical growth plans
• Develop and manage a robust pipeline of qualified ASC and surgical prospects
• Drive full-cycle sales from prospecting through contract execution
• Achieve and exceed annual bookings and revenue targets
• Maintain accurate forecasting and reporting within Salesforce
• Lead consultative discovery with ASC administrators, CFOs, CEOs, physician partners, and private equity stakeholders
• Identify revenue leakage, operational inefficiencies, and RCM optimization opportunities
• Present tailored solutions aligned to client's financial and operational goals
• Navigate complex buying committees and multi-stakeholder sales cycles
• Negotiate contracts and commercial terms to drive mutually beneficial outcomes
• Represent nimble at industry conferences, trade shows, and networking events
• Develop strategic relationships with industry consultants, associations, and referral partners
• Conduct market research to identify expansion opportunities and emerging industry trends
• Partner with marketing to align demand generation strategies
• Provide voice-of-customer feedback to operations and product teams
• Ensure seamless handoff to implementation and client success teams

Director, Business Development – Revenue Cycle Management

Accounts Receivable

• Working in multiple practice management systems and other workflow technologies
• Receiving client inquiries and addressing them in a timely manner as they relate to unpaid insurance claims
• Checking payer portals for insurance claim statuses
• Participating in team meetings and client meetings
• Working with leadership to increase client collections i.e., getting additional insurance claims paid
• Learning how to prioritize a work queue for maximum efficiency
• Having fun, building relationships, and contributing towards maintaining positive team morale
• Call insurance carriers to obtain timely processing of patient claims
• Calling payers to understand why insurance claims were denied or paid incorrectly
• Document contract with insurance carriers and estimated payment date
• Provide information to expedite claim processing
• Review and understand system notes
• Successfully meeting facility goals and KPI’s
• Attach appropriate documentation (i.e., Op Note, Invoice, etc.)
• Review claims to ensure fields are complete and accurate
• Maintain daily record of activities
• Use system reports to manage accounts receivable (AR)
• Prioritize accounts based on high dollar and days in AR
• Document write-offs and submit refund requests
• Maintain batch logs in a file by date
• File activity into monthly charts by facility

Accounts Receivable Representative II

Customer Support

• Serve as the first point of contact for client inquiries
• Ensure timely, professional, and solution-oriented service
• Respond to client requests and resolve issues
• Coordinate with internal teams for exceptional client experience
• Analyze customer issues and determine effective solutions

Client Services Support Representative

Medical Billing and Coding

• Provide coding of medical records and any applicable supporting documentation.
• Codes records to assign ICD-10, CPT, and modifiers in accordance with coding guidelines
• Meets quality and productivity standards and deadlines/turnaround times
• Assigns indicated account and claim data attributes as indicated (POS, revenue code, implant pricing)
• Demonstrates thorough understanding of how work impacts the project/end customer
• Recognize, interpret, and evaluate inconsistencies, discrepancies, and inaccuracies in the medical data received, and appropriate alerts and/or queries indicated by the party or supervisor
• Reviews and correctly responds to AR tasks related to pre-claim edits pertaining to coding and post-submission denials
• Demonstrates a good rapport and works to establish cooperative working relationships with all members of the team
• Demonstrates willingness and flexibility in working additional hours or changing hours whenever required between normal business hours

Medical Coder – Spine & Ortho

Director

• Lead the Patient Accounts organization across multiple geographies, including managers, supervisors, customer service representatives, and collection specialists
• Oversee remote workforce operations across U.S., Philippines, and India, ensuring consistent training, communication, performance standards, and quality control
• Develop team structure, hiring plans, productivity models, and workflow assignments that support multi-client needs and call volume distribution
• Establish departmental goals and ensure accountability through performance reviews, KPI management, and effective coaching
• Oversee daily operations of the inbound patient call center, ensuring timely service, accurate resolution, and achievement of service-level agreements (SLAs)
• Manage outbound collection strategies, including call cadence, scripting, quality assurance, and conversion optimization
• Serve as the subject matter expert for call center technology, telephony platforms, QA systems, and dashboards
• Monitor quality, handle escalations, and implement continuous improvement initiatives to enhance patient satisfaction and operational efficiency
• Ensure compliance with all federal, state, and local regulations related to patient billing, communications, and collections, including FDCPA, TCPA, and HIPAA
• Develop and execute strategies to improve patient collections, reduce A/R days, and optimize cash flow
• Implement and monitor payment plan programs and patient outreach initiatives
• Oversee placement of accounts with bad debt agencies; work with the client success team, ensuring client approvals are tracked
• Analyze account activity trends to identify root causes and design corrective strategies
• Oversee relationships with all third-party vendors supporting patient accounts, including call center technology providers, merchant vendors, and bad debt agencies
• Establish clear performance expectations, KPIs, and SLAs for each vendor, ensuring alignment with organizational goals and client requirements
• Conduct routine performance reviews, develop vendor scorecards, and escalate issues when performance gaps are identified
• Implement structured governance routines with vendors, including monthly/quarterly business reviews, action plan follow-ups, and continuous improvement initiatives
• Monitor vendor productivity, response times, service quality, and patient experience metrics to ensure consistent delivery
• Produce comprehensive dashboards and reporting packages highlighting operational performance, collection results, call center metrics, staffing trends, and improvement opportunities
• Use data-driven insights to guide decision-making and recommend operational enhancements
• Track the impact of implemented strategies and regularly evaluate results against client goals and internal benchmarks