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 innovative technology solutions tailored for healthcare organizations. Our services span across four key divisions: T2 Tech, T2 Flex, T2 Solutions, and T2 Talent.

With a deep understanding of the complexities within modern healthcare systems, T2 Group leverages its vast expertise and cutting-edge technology to address intricate projects and deliver impactful results.

Our commitment is to enhance patient access and satisfaction, optimize revenue performance, and improve operational efficiency, thereby making a meaningful difference in the organizations we support.


Job SummaryIn this role, you will handle incoming inquiries and generate outbound communications, including calls, live chats, and in-person interactions, specifically within the Patient Financial Services divisions such as Community Care, Institutional Care, Managed Care, and SharpCare. Your interactions will reflect the core Mission, Values, and Philosophy of T2 Flex. You will be responsible for addressing all patient and provider billing inquiries, ensuring prompt, courteous, and professional responses.

Job ResponsibilitiesAll employees at T2 Flex are expected to adhere to the following standards:

Practices and PoliciesMaintain compliance with T2 Flex practices and policies, including attendance, patient safety, and the identification and mitigation of unsafe practices. Uphold the ethical standards outlined in the T2 Flex Commitment to Principles Handbook.

Regulatory RequirementsComplete and keep up with all regulatory obligations, including necessary licensing, certification, and mandatory training within designated time frames. Ensure documentation is submitted timely for evaluations or as required, which may include TB Testing, Safety Training, Compliance Training, and HIPAA Training.

Patient/Customer SatisfactionThis standard is essential for employees with direct patient interaction and may be evaluated through specific metrics such as Press-Ganey scores. A customer service standard may also be established for non-direct patient care roles at the discretion of management.

Essential Functions

  • Service Level: Achieve a departmental service level of 80% or higher by answering calls within 60 seconds.
  • Patient Satisfaction Survey: Conduct monthly outbound surveys to gather patient feedback, aiming for an average score of 80% or above.
  • Cash Goals: Meet average cash collection targets for both ICD and CCD divisions.
  • Individual Performance Standards: Monitor performance errors, including HIPAA breaches and adherence to vendor guidelines.
  • Average Handle Time: Manage patient inquiries in accordance with departmental guidelines, aiming for an average handle time of 8:31 minutes or less.
  • Phone Production: Maintain a high level of productivity during work hours, minimizing unproductive time.
  • Adherence to Daily Schedule: Follow the daily time schedule provided by the Workforce Management Team to demonstrate consideration for departmental needs.
  • YATE Customer Service: Provide exemplary customer service by resolving incoming calls with a focus on patient experience.
Demonstrate outstanding customer service skills, utilizing approved guidelines and scripting to ensure patient satisfaction.
Account Actions: Accurately document account information and demonstrate proficiency in using T2 Flex applications and resources.

Call Handling: Adhere to HIPAA requirements and provide accurate information during calls, incorporating soft skills to enhance the patient experience.

Negotiations: Follow departmental guidelines regarding payment plans and patient discounts to reduce accounts receivable days.

Wow Factor: Apply critical thinking to resolve complex billing issues and de-escalate dissatisfied callers through empathetic service recovery.


  • Collections: Utilize critical thinking to address account balances through full collections, negotiated settlements, or financial assistance options.

Insurance: Verify eligibility and benefits for various insurance plans, ensuring accurate billing and timely claims submission.


  • Communication: Engage in effective communication within T2 Flex and with external entities to resolve billing inquiries promptly.
  • Call Center: Manage a high volume of inbound and outbound calls, adhering to established call handling guidelines.
  • (CS) Specialty Queues: Address inquiries from providers and health insurance members regarding referrals and claims.
  • Professional Competency: Obtain the Certified Revenue Cycle Representative (CRCR) certification within 12 months of hire.

QualificationsTo succeed in this role, candidates must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made for individuals with disabilities.

Education: High School Diploma or Equivalent

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

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