[Remote] Client Success Representative

Note: The job is a remote job and is open to candidates in USA. EMS Management & Consultants, Inc. is focused on maximizing account performance and client retention. The Client Success Representative will manage client needs, provide guidance, and support account management while ensuring high levels of customer service and communication.ResponsibilitiesAnswer and resolve or route Client Relations phone calls in an efficient and timely mannerAnswer and resolve or route Client Relations emails from clients and internal staff in an efficient and timely mannerDetect caller patterns/trends and provide appropriate feedback to Client Relations leadership in order to reduce or prevent future problemsIdentify and communicate call and email trends and present data to Client Relations team for use in Client Business Reviews and internal schedule managementWork closely with Client Relations leadership to design processes and recommend improvements for better team support and improvement of the client experienceFacilitate timely communication and follow-upLead and participate in various projects as neededCalling efforts for items that need to be addressed with clients quicklyDocumenting requests for audits or other similar requestsCollaborating with Strategic Account Managers as needed when issues ariseGenerating regularly scheduled or ad-hoc reports as neededAssist Client Relations leadership with schedule managementServe as primary account manager in emergency and/or unexpected situations, such as inclement weatherProject manage the company wind-down processConduct all job tasks, duties, phone calls, and interactions with in accordance with company policies and applicable government regulationsConsistently support and demonstrate the company mission and valuesProvide backup support to other departments as directedCompletion of and/or involvement with special projectsParticipation in relevant meetings and company-sponsored eventsProvides coaching and training to Client Relations backup/support staff membersWork with designated accounts and provide account insights and recommendations to maximize performanceProficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clientsPerform other duties as assignedSkillsAssociates degree in Business Administration, Healthcare, or related field, or high school diploma with comparable work experienceExperience with healthcare, or healthcare billing and/or third-party environmentWorking knowledge of company operations and companywide department functionsDemonstrates strong customer service skillsExcellent written, verbal, and telephone communication skillsAbility to collaborate and work effectively across functional linesHighly organized with ability to manage time, multitask, and prioritize work wellHigh level of accuracy with attention to detail and deadlinesStrong sense of privacy of confidential informationWilling and able to adapt to changes in work environment, procedures, priorities, and job dutiesStrong work ethic with the ability to identify what needs to be done, complete tasks, and meet deadlines with little supervisionFirm understanding of Medicare, Medicaid, insurance, liability, and tertiary payment methodsStrong, demonstrated knowledge of HIPAA requirements and regulationsAbility to learn, understand, and work within specific client requirementsStrong data entry skillsWorking knowledge of Microsoft Office programsCustomer Service experienceProficiency in Excel and other business applicationsBenefitsDiscretionary bonus planComprehensive benefit packageRetirement planHealth coveragePaid time offCompany OverviewEMS|MC is the largest billing services provider focused exclusively on emergency medical services in the United States. It was founded in 1996, and is headquartered in Lewisville, North Carolina, USA, with a workforce of 501-1000 employees. Its website is http://emsbilling.com.



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