The CCS Companies

Client Advocate - ClaimAssist

US-MA-Norwood
Job ID
2017-2102
# of Openings
1
Category
Customer Service/Support

Overview

The Client Advocate will be the central figure in the development of a partnership with ClaimAssist clients (will require travel). The position will be responsible for the execution of one or more simultaneous client implementations, analysis of client performance, process enhancements, client requested reports both canned and queried and other duties assigned. The Client Advocate will drive performance factors throughout the organization by identifying and assigning applicable resources to deliver the highest possible recoveries and service to the client.

Responsibilities

ESSENTIAL FUNCTIONS:                                                                      

 

  • Oversee projects associated with ClaimAssist including but not limited to;
  • Manage the Hospital Liaisons
  • Assist the Manager of Partnership Development with the development and delivery of the Impact Analysis.
  • Support Sales and Marketing by providing consultative and analytical healthcare expertise at the point of sale Develop and maintain information to be included in the Welcome Package for new clients.
  • Manage client implementation activities using defined project management tools and communication vehicles to successfully bring on new clients and further develop existing clients.
  • Coordinate implementation activities with internal departments as well as departments that reside within client operations.
  • Report project status to manager on a regular basis and executive staff on an as needed basis.
  • Develop and ensure execution of the Service Level Document to the highest level of customer satisfaction.
  • Monitor Tactics, Enable programs, and Report Writer to confirm accounts are presented and letters are sent as defined in the process flow documentation.
  • Identify, evaluate, and provide recommendations for automation and revenue enhancement opportunities. Assist with cost benefit analysis.
  • Coordinate new client implementations in alignment with the assigned Client Advocate; which include, e-mails, data files, meetings coordination, contacting both internal and external resources to ensure technology, staffing, and communication timelines and needs are met.
  • As part of the implementation process, travel to client sites to perform rollout functions, which may include but are not limited to computer software training, product education, review sample reports etc., with client’s patient accounts personnel, registration, and medical records.
  • Review comprehensive daily, weekly, monthly, and quarterly management reports using Microsoft Excel, Microsoft Access and Flash Report to provide analysis to immediate manager, Director of Operations, and Executive Managers as needed. Review competitive results and new business received from clients and provide analysis to immediate manager, Director of Operations, and Executive Managers as needed
  • Act as a liaison for internal and external communications. Communication will be clear, concise and professional at all times. Contribute to the department’s operational excellence and deliver quality services in accordance with applicable procedures, policies, and professional standards.
  • Develop and maintain Standard Operating Procedures.

Qualifications

EXPERIENCE REQUIREMENTS:

 

  • Strong communication and customer service skills.
  • Prior senior account management role is required
  • Ability to gain understanding of clients business to determine how ClaimAssist’s services can help the client achieve their goals.
  • Maintain highly professional appearance and manner when dealing with clients. Creative problem solving skills when faced with client issues.
  • Requires flexibility in working collaboratively with all ClaimAssist personnel.
  • Ability to work independently; does not need close management supervision.
  • Strong PC skills: Microsoft Outlook and Microsoft Office Knowledge (Word, Excel).
  • Ability to learn other software programs (e.g. ACT Database and ClaimAssist’s internal software application).
  • Strong analytical skills.
  • Can prioritize workload and juggle multiple tasks. Thorough, organized, and detail oriented.
  • Coachability: Being receptive to feedback, willing to learn, embracing continuous improvement and is receptive and responsive to change.

 

 

EDUCATIONAL REQUIREMENTS:

  • Bachelor’s degree and or equivalent experience is required

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