Client Operations Support Representative

Duties and Responsibilities:

• Manage open agent tickets relating to general account inquires through completion.

• Post any missing payments to accounts through RP function for client reconciliation process

• Maintain a thorough and effective contingency plan with Client Service Representative to ensure clients service level expectations are always met.

• Accountable for timely completion of assigned client specific reports and requirements.

• Take initiative and action to respond to, resolve, and follow up on customer service issues and client requests in a timely manner.

• Meet deadlines with frequent interruptions and redefined priorities.

• Communicate all feedback, client updates, and recommendations to all levels within the organization using professionalism, positive attitude, and discretion to achieve objectives.

• Provide feedback to Management on any issues concerning call center behavior as it relates to agent tickets

Knowledge, Skills, and Abilities:

Knowledge

• Extensive knowledge of client requirements and guidelines

• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.

• Efficient in Microsoft Office products, especially Excel and Word

• Knowledge in 10 key by touch typing

• Understanding of billing and recovery cycle

• Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA

Skills

• Active Listening — Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

• Speaking — Talking to others to convey information effectively.

• Service Orientation — Actively looking for ways to help people.

• Writing — Communicating effectively in writing as appropriate for the needs of the audience.

• Coordination — Adjusting actions in relation to others' actions.

• Time Management — Managing one's own time and the time of others.

• Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.

• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Abilities

• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team.

• Written Comprehension — The ability to read and understand information and ideas presented in writing.

• Written Expression — The ability to communicate information and ideas in writing so others will understand.

• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

• Oral Expression — The ability to communicate information and ideas verbally so others will understand.

• Speech Recognition — The ability to identify and understand the speech of another person.

• Speech Clarity — The ability to speak clearly so others can understand oral communication.

• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

• Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

• Selective Attention — The ability to concentrate on a task over a period of time without being distracted.

• Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.