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Client Services Representative

2 months ago

Indianapolis, United States Vitalent Full time

ViTalent is a premier professional services organization that specializes in talent acquisition, talent development, staffing, and consulting for healthcare. Our business is people Talent is in high demand and our simple mission is to impact lives as a long-term partner for both talent and organizations.
We are seeking a full-time, remote Client Services Representative (CSR) who will serve as the primary point of contact for client support, handling daily issue resolution, and managing escalations. The CSR collaborates directly with client teams via email, calls, and meetings, addressing immediate claim-level challenges and escalating significant issues as needed.
This role also manages client meetings, including scheduling, maintaining agendas, and documenting notes. As a member of the company's client team, the CSR coordinates with vendors, offering guidance on client communication protocols and ensuring adherence to client policies.
Skills & Qualifications

  • Revenue Cycle Management Expertise: Proficiency in all aspects of physician revenue cycle management and practice management.
  • Client-Facing Experience: Skilled in managing client communications through email, phone, and virtual meetings, including handling proposals and escalations.
  • Customer Service Excellence: Strong track record of providing exceptional client service, building trust, and ensuring satisfaction.
  • Client Retention Focus: Ability to develop and implement retention strategies to improve product utilization and maintain client relationships.
  • Problem Solving: Adept at troubleshooting and resolving issues with a focus on timely, practical solutions.
  • Collaboration: Experience working closely with internal and external teams to address client needs.
  • Compliance: Strict adherence to company policies and industry standards.
  • Technical Proficiency: Experience with eClinicalWorks EMR system preferred; EMR/EHR experience required.
  • Remote Work Success: Demonstrated ability to manage responsibilities effectively while working remotely.
Key Responsibilities
Client Relationship Management
  • Serve as the main point of contact for clients, maintaining regular communication via email, phone, and meetings.
  • Resolve real-time, daily claim-level issues, addressing escalated client concerns.
  • Escalate major issues to the Account Executive following the established escalation protocol.
  • Coordinate and schedule client meetings, including month-end calls.
  • Maintain up-to-date client meeting agendas and notes to ensure clear communication and follow-up on action items.
Client Performance Management
  • Provide vendors with guidance on client communication, policies, and protocols.
  • Hold vendors accountable for performance metrics, ensuring timely and accurate completion of client Daily Trackers.
  • Identify and manage KPI outliers, developing and implementing action plans to address client concerns.
  • Ensure client issues are promptly and accurately addressed, supporting Revele's commitment to high-quality client service.
Performance Accountability
  • Support vendor partners in meeting client revenue goals and resolving any performance-related issues.
  • Foster client engagement, retention, and satisfaction by proactively addressing their needs.
Key Performance Indicators (KPIs)
  • Retention (70%)
    • Retention rate for clients with 18 months: 93%
  • Performance (30%)
    • Ensure full client book achieves revenue performance targets.

If you meet the qualifications and are interested in this opportunity, please complete our online application. We look forward to getting to know you as you consider the next steps in your career.

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Applicants must be authorized to work for any employer in the United States without visa sponsorship

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