Client Support Specialist

2 weeks 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-enhanced solutions tailored for healthcare entities. Our extensive array of services is delivered through four specialized branches: T2 Tech, T2 Flex, T2 Solutions, and T2 Talent.

With a deep comprehension of the complexities inherent in contemporary healthcare systems, T2 Group leverages its vast knowledge and cutting-edge technology to address intricate challenges and deliver substantial results.

Our commitment spans from enhancing patient access and satisfaction to optimizing revenue generation and refining operational workflows, ensuring a profound and lasting influence on the organizations we partner with.


Job OverviewIn this role, you will manage incoming inquiries and initiate outbound communications through calls, live chat, and in-person interactions, serving various divisions including Community Care, Institutional Care, Managed Care, and SharpCare. Your approach will embody the Mission, Values, and Philosophy of T2 Flex, ensuring all patient and provider billing inquiries are addressed promptly, courteously, and professionally.

Key ResponsibilitiesAll employees at T2 are expected to uphold the following standards:

Compliance with Practices and PoliciesAdhere consistently to 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 ComplianceComplete and maintain all necessary regulatory certifications and training within specified timeframes. Documentation must be submitted two weeks prior to evaluations or as required. This may include TB Testing, Safety Training, Compliance Training, HIPAA Training, and other relevant certifications.

Customer SatisfactionThis standard is mandatory for employees with direct patient interaction and is measured through specific metrics. A customer service standard may also be established for non-direct care roles at management's discretion.

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.
  • Revenue Goals: Meet cash collection targets for both ICD and CCD divisions.
  • Performance Standards: Minimize performance errors related to HIPAA compliance, transaction adjustments, and vendor guidelines.
  • Average Handling Time: Address patient inquiries within the established guideline of 8:31 minutes or less.
  • Call Volume: Maintain a consistent call volume in line with departmental expectations, ensuring minimal unproductive time.
  • Schedule Adherence: Follow the daily schedule as provided by the Workforce Management Team, demonstrating consideration for departmental needs.
  • Customer Service Excellence: Handle incoming calls with a focus on patient experience, reflecting the core values of T2 Flex.
Demonstrate exceptional customer service by adhering to established guidelines and scripts to ensure patient satisfaction.
Account Management: Ensure accurate documentation and proficient use of T2 Flex applications and resources.

Call Handling: Follow HIPAA regulations and provide accurate information while maintaining a courteous and personalized experience.

Negotiation Skills: Adhere to departmental policies regarding payment plans and patient discounts, focusing on reducing accounts receivable days.

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


  • Collections: Apply critical thinking to resolve account balances through various collection strategies.

Insurance Verification: Confirm eligibility and benefits for both commercial and government plans, ensuring accurate billing and timely claim submissions.


  • Communication: Maintain effective communication within T2 Flex and with external partners to resolve billing inquiries efficiently.
  • Call Center Operations: Manage a high volume of inbound and outbound calls, meeting established handling time guidelines.
  • Specialty Queue Responsibilities: Address inquiries from providers and members regarding referrals and claims for services.
  • 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 perform essential duties satisfactorily. 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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