Client Relations Specialist

2 weeks ago

Chester, Pennsylvania, United States T2 Flex Full time

About T2 Flex

T2 Flex operates under the T2 Group, a prominent provider of technology-enhanced solutions tailored for healthcare entities. Our diverse services span across four primary sectors: T2 Tech, T2 Flex, T2 Solutions, and T2 Talent.

With a comprehensive grasp of the complexities within contemporary healthcare systems, T2 Group leverages its vast experience and cutting-edge technology to address intricate challenges and deliver substantial results.

Our commitment lies in enhancing patient access and satisfaction, optimizing revenue generation, and refining operational efficiency, thereby creating a meaningful impact on the organizations we partner with.


Job Overview

The role involves managing incoming and outgoing communications, including calls, live chats, and in-person inquiries from patients, focusing on the PFS divisions such as Community Care, Institutional Care, Managed Care, and SharpCare. This position demands a professional demeanor that aligns with the Mission, Values, and Philosophy of T2 Flex, ensuring prompt and courteous responses to all patient and provider billing inquiries.


Key Responsibilities

All employees at T2 Flex are expected to uphold the following:



Adherence to Policies

Consistently follow T2 Flex's established practices and policies, including attendance, patient safety, and the identification and mitigation of unsafe practices. Maintain ethical standards as outlined in the T2 Flex Commitment to Principles Handbook.



Regulatory Compliance

Complete and keep up with all necessary regulatory requirements, including licensing, certification, and mandatory training within designated timeframes. Ensure documentation is submitted timely for evaluations and adhere to requirements such as TB Testing, Safety Tests, Compliance Training, and HIPAA Training.



Customer Satisfaction

This standard is essential for employees with direct patient interaction and is measured through specific metrics, such as Press-Ganey scores. Non-direct patient care roles may have customer service standards developed at the discretion of management.


Essential Duties
  • Service Level: Achieve a departmental service level of 80% or higher by answering calls within 60 seconds.
  • Patient Feedback: Conduct monthly outbound surveys to gather patient feedback, aiming for an average score of 80% or above.
  • Revenue Goals: Meet cash collection targets for both ICD and CCD divisions.
  • Performance Standards: Maintain accuracy in handling transactions and adhere to vendor guidelines.
  • Average Handling Time: Address patient inquiries within a target time of 8:31 minutes or less.
  • Call Production: Demonstrate consistent call volume and minimize unproductive time.
  • Schedule Adherence: Follow the daily schedule provided by the Workforce Management Team accurately.
  • Customer Service Excellence: Handle incoming calls with a focus on enhancing the patient experience.

Exhibit outstanding customer service by utilizing approved guidelines and scripts to ensure patient satisfaction.

Account Management: Ensure accurate documentation and proficient use of T2 Flex applications to provide precise information.

Negotiation Skills: Follow departmental policies regarding payment plans and discounts to effectively manage accounts receivable.

Problem Resolution: Utilize critical thinking to address complex billing issues and de-escalate dissatisfied callers through empathetic service recovery.


  • Collections: Employ critical thinking to resolve account balances through various payment options.

Insurance Verification: Confirm eligibility and benefits for commercial and government plans, ensuring accurate billing and timely claims submission.


  • Communication: Facilitate effective communication within T2 Flex and with external partners to resolve billing inquiries promptly.
  • Call Center Operations: Manage a high volume of calls, meeting established handling guidelines.
  • Specialty Queue Responsibilities: Address inquiries from providers and members regarding referrals and claims.
  • Professional Development: Obtain the Certified Revenue Cycle Representative (CRCR) certification within the first year of employment.

QualificationsTo excel in this role, candidates must demonstrate the ability to fulfill essential duties effectively. The following qualifications are required:

Education: High School Diploma or Equivalent

Experience: Minimum of 2 years in customer service, medical billing, patient services, or related fields. Preferred experience with Automated Call Distribution (ACD) systems in a call center environment.

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