Client Services Manager

Job Purpose:



The ideal candidate for the Account Manager position will have the ability to consult with clients, identify requirements, present technical information in easily understood terms and develop partnerships that meet/exceed customer needs.  The Account Manager will manage client's issues and complex client challenges, which includes processing written assessments, conference calls, onsite visits and selling add-on modules.



Essential Duties & Responsibilities:

Communicating directly with the clients via conference calls, daily phone support, and email. Assume ownership of issues received and/or logged by their assigned clients. Assign issues to appropriate staff members while maintaining action plan for client.Log all customer issues in designated database. Provide detailed and accurate notes for all related activities needed to resolve issue. Promptly refer issues to other departments as needed.Ensure that all customer service requests are resolved timely and accurately and to the customer's satisfaction. Communicate updates and resolutions to clients in a timely manner. Follow established policies and procedures regarding problem resolution.Prepare accurate Additional Service Request authorizations for billing purposes.Provide detailed research results on rejection requests; refer technical rejection questions to Business Analyst as appropriate.Train all new external users on XClaim. Answer any software related questions from clients. Prepare accurate Functional Specs (FS) and Statement of Work (SOW) for custom projectsParticipate in new client installations with an installation consultant Provide weekly/monthly status reports for clients. Provide quarterly clean claims and site assessment for clients. Maintain 60% or higher clean claims rates for their clients. Work closely with Professional Services, Software Support, Edit and Rejection Team, Customer Service, Implementation Consultants and Development in reviewing outstanding customer requests.Yearly site visits with existing clients. Responsible for selling new modules to clients.Receive and respond to all communications from manager.Complete any and all projects as assigned by manager.





Minimum Knowledge, Competencies & Qualifications:

Four-year degree; or 5 to 7 years experience in healthcare billing environment, which should include 3 to 4 years of customer service (healthcare environment preferred).Ability to communicate with others in a clear, understandable and professional manner on the phone, via email and in person; and the demonstrated use of written and verbal communication skills.Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages and area.Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; to interpret a variety of instructions furnished in written, oral, diagram, or schedule form; and to work on multiple projects and prioritize those projects based on importance without direction.Proficiency with MS Office, including but not limited to MS Word, MS Excel PowerPoint/MS Publishing and Contact Management systems.