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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-enhanced solutions tailored for healthcare organizations. We deliver a comprehensive suite of services through our four operational branches: T2 Tech, T2 Flex, T2 Solutions, and T2 Talent.

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

Our commitment lies in enhancing patient access and satisfaction, optimizing revenue performance, and refining operational efficiency, thereby ensuring a lasting influence on the organizations we support.


Job Overview The role involves managing, resolving, and addressing incoming inquiries as well as initiating outbound communications, live chats, and in-person interactions with patients across various divisions including Community Care, Institutional Care, Managed Care, and SharpCare. This is conducted in alignment with the Mission, Values, and Philosophy of T2 Flex. The individual will be responsible for promptly, courteously, and professionally addressing all patient and provider billing inquiries, concerns, and questions.

Key Responsibilities All employees at T2 are accountable for the following:

Adherence to Practices and Policies Consistently aligns with T2 Flex practices and policies, including attendance, patient safety, and the identification and mitigation of unsafe practices. Upholds the ethical standards outlined in the T2 Flex Commitment to Principles Handbook.

Regulatory Compliance Completes and maintains all necessary regulatory requirements, including licensing, certification, and mandatory training within designated timeframes. Submits required documentation in advance of evaluations as necessary. This may include TB Testing, Safety Tests, Compliance Training, HIPAA Training, and Licensing and Certification.

Patient/Customer Satisfaction This standard is essential for employees with direct patient interaction and may be evaluated using specific metrics such as Press-Ganey scores. A customer service standard may 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 responding to inquiries 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: Maintain average cash collection scores for both ICD and CCD.
  • Individual Performance Standards: Monitor performance errors including HIPAA breaches and transaction adjustments.

Average Handle Time: Manage patient inquiries in accordance with departmental guidelines, targeting an average handle time of 8:31 minutes or less.

Call Volume: Maintain consistent call volume as per departmental guidelines, minimizing unproductive time.

Adherence to Schedule: Follow the daily schedule provided by the Workforce Management Team, demonstrating consideration for departmental needs.

Customer Service: Provide exemplary service by resolving incoming calls for the Customer Service Department, focusing on patient experience.

Account Management: Ensure accurate account documentation and proficiency in utilizing T2 Flex applications and resources.

Communication: Engage in effective communication within the T2 Flex organization and with external entities to resolve billing inquiries promptly.

Professional Development: Attain the Certified Revenue Cycle Representative (CRCR) certification within the first year of employment.


Qualifications To succeed in this role, candidates must demonstrate the ability to fulfill each essential duty satisfactorily. The qualifications listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education: High School Diploma or Equivalent

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