Under the minimal supervision of a Manager and through collaboration with senior team members, the Representative in PFM is the day to day point person for assigned clients. The Representative engages in numerous interactions with client contacts as well as internal members of the PFM team. Primary Accountabilities:
Operational Identify and resolve processing problems
Maintain documentation for Spectrum/Incorta users and monthly report validation for SOC audits
Enter Salesforce cases for client inquires, as needed
Initiate actions to research client questions or to resolve processing problems
Involve support departments to meet client requests or processing problems, while maintaining accountability for client response
Perform both payer and client conversion activities
Coordinate on-boarding activities with Account Manager
Work with payers and banks as needed
Administrative Proactively communicate to client on Inmar news, system access, issues or enhancement and log out-bound communication
Keep client updated on projects and issue resolutions
Lead client conference calls
Maintain Client Action Plan
Provide training on Inmar systems, tools, & reports
Maintain HIPAA (Health Insurance Portability and Accountability Act) compliance in all client communication
Maintain proper storage of paper documentation containing protected healthcare information (PHI) per Inmar HIPAA Policies and Procedures
Return/Acknowledge client calls and email within 24 business hours
Serve as primary point of contact for Client, Client Services Manager, Account Manager and Leadership team
Manage workload to meet agreed upon processing guidelines
Generate and reviewing assigned reports for accuracy
Understand all reports sent to client by Inmar and received by Inmar from client
Establish and maintain processing guidelines booklet for each client to be used as a back-up
Request client assistance when Inmar unable to get payer responses
Work with internal departs, such as Payer Relations, as needed
Participate in on-boarding of new clients
Keep team members and management updated on client cases, successes, and current inquiries
Influence
Identify needs for system enhancements or process changes in response to workflow, data, or processing issues
Lead UAC Cat 1 conversations with clients
Assist client with change management
Coordinate client special service requests
Perform special projects and other duties as assigned by management
Required Qualifications:
At least two years of relevant experience involving customer service, computer usage, data entry and data analysis and a Bachelor’s degree in Business Administration, Accounting, or a related field; OR an equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position.
Intermediate level of proficiency in Microsoft Office Suite, Microsoft Windows
Competent in 10 Key Manual Entry, Google Office Suite
Knowledge of accounting procedures on automated systems
Knowledge of computer systems and report generation (AS/400 knowledge preferred)
Individual Competencies:
Adaptable : Responds to change with a willingness to learn new ways to accomplish work.
Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information and achieve results.
Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.
Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.
Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.
Problem Solving: Gathers and analyzes information to generate and evaluate solutions to problems,…