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Client Support Specialist

2 months ago

Chester, Pennsylvania, United States T2 Flex Full time

About T2 Flex

T2 Flex is a division of the T2 Group, recognized as a premier provider of technology-based solutions tailored for healthcare entities. We deliver a comprehensive suite of services through our four operational branches: T2 Tech, T2 Flex, T2 Solutions, and T2 Talent.

With an in-depth grasp of the complexities inherent in contemporary healthcare systems, T2 Group leverages its vast experience and cutting-edge technology to address intricate projects and achieve impactful results.

Our commitment extends from enhancing patient access and satisfaction to optimizing revenue generation and refining operational workflows, ensuring a meaningful influence on the organizations we support.


Position Overview The role involves managing incoming inquiries and initiating outbound communications through calls, live chat, and in-person interactions with patients, specifically within the Patient Financial Services divisions of Community Care, Institutional Care, Managed Care, and SharpCare. This position demands a professional and courteous approach in addressing all patient and provider billing queries and concerns.
Key Responsibilities All employees at T2 Flex are expected to uphold the following standards:

Adherence to Policies Consistently follow T2 Flex policies and procedures, including attendance, patient safety, and the identification and mitigation of unsafe practices. Adhere to the ethical standards outlined in the T2 Flex Commitment to Principles Handbook.

Regulatory Compliance Complete and maintain all necessary regulatory requirements, including licensing, certification, and mandatory training within designated timeframes. Documentation must be submitted two weeks prior to evaluations or as necessary. This may include TB Testing, Safety Training, Compliance Training, HIPAA Training, and Licensing and Certification.

Customer Satisfaction This standard is essential for employees with direct patient interaction and may be evaluated through departmental patient satisfaction metrics. A customer service standard may also be established for non-direct patient care roles at the discretion of management.

Essential Duties
  • Service Level: Achieve a departmental service level of 80% or higher by responding to inquiries within 60 seconds.
  • Patient Feedback: Conduct monthly outbound surveys to gather patient feedback, aiming for an average score of 80% or above.
  • Cash Collection Goals: Maintain average cash collection scores for both ICD and CCD.
  • Performance Standards: Minimize performance errors, including HIPAA violations and transaction discrepancies.
  • Average Handle Time: Address patient inquiries within the established guideline of 8:31 minutes or less.
  • Call Volume: Manage a consistent call volume in accordance with departmental expectations.
  • Schedule Adherence: Follow the daily schedule provided by the Workforce Management Team to ensure operational efficiency.

Customer Service Excellence: Provide exemplary service by resolving incoming calls with a focus on enhancing the patient experience, adhering to T2 Flex's Mission, Values, and Philosophy.

Communication: Engage in effective communication both within and outside the T2 Flex organization to ensure timely resolution of billing inquiries.

Professional Development: Obtain the Certified Revenue Cycle Representative (CRCR) certification within the first year of employment, with management tracking completion and maintenance of this certification.


Qualifications To excel in this role, candidates must demonstrate the ability to fulfill essential duties effectively. The qualifications listed below represent the necessary knowledge, skills, and abilities required. Reasonable accommodations may be made for individuals with disabilities.

Education: High School Diploma or Equivalent

Experience: Minimum of 2 years in customer service, medical billing, patient services, member services, patient accounting, or claims processing. Preferred: 1 year of experience with Automated Call Distribution (ACD) systems in a call center environment.

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