Senior Client Representative

3 days ago

Atlanta, United States iVitaFi Full time

About iVitafi:

iVitaFi located in downtown Atlanta, GA is a dynamic and rapidly growing fintech start-up committed to revolutionizing the healthcare patient payment and financing landscape. With a focus on innovation, technology, and patient-centric solutions, iVitaFi aims to empower healthcare providers by offering their patients simple and affordable payment options.


Currently we are looking to hire a Senior Client Representative. This Sr. Client Rep position is a full time, benefited, hybrid position -2 Days remote (Mon & Fri), 3 Days in office (Tue, Wed, Thu). In addition to the standard benefits: Medical, Dental, Vision, 401(k), we offer a monthly parking stipend.


Position Summary:

The Senior Client Representative at iVitaFi will serve as a key liaison between our call center operations, healthcare providers, and guarantors while ensuring exceptional service delivery and operational efficiency. This position requires strong leadership abilities, excellent problem-solving skills, and an understanding of healthcare financing and customer service operations. You will work closely with the Collections team to manage escalations, train staff, and maintain procedural documentation while supporting our commitment to patient financial wellness.


Essential Functions:

  • Receive and process approved adjustments to account balances.
  • Communicate with providers via email to confirm/verify procedure information to add subsequent episodes to an existing LOC.
  • Ensure account status flags are updated correctly, to maintain accurate disposition codes, and make recommendations on new codes when there is a commonality identified across a segment of the portfolio.
  • Assist with Call Center escalations and determine if further escalation is required.
  • Maintain a comprehensive understanding of all versions of the iVitafi portal and provide process improvement recommendations as needed.
  • Monitor calls as needed.
  • Respond to requests/questions entered on the Intake Form by agents daily.
  • Assist with calls on an as needed basis.
  • Create training flashes and refresher training materials as needed.
  • Other Duties as assigned.


Essential Skills:

  • Customer Service - the needs of our customers are priority, providing excellent service in a professional, helpful tone.
  • Communications - excellent oral and written communication skills combined with strong listening/comprehension skills.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
  • Attention to Detail - Achieves thoroughness and accuracy when accomplishing a task through concern for all the areas involved.
  • Commitment to Quality - set high standards for personal efforts and outcomes, demonstrate accuracy and thoroughness, looks for ways to improve and promote quality.
  • Active learning - enthusiasm for learning systems, products, and processes.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives.
  • Professional - Excellent interpersonal skills including ability to maintain professional presence.
  • Technical Capability - Ability to effectively use phone and computer systems.
  • Flexibility - adapt to change, learn new technologies, able to work in a fast-paced environment, with daily processing efficiency requirements.


Essential Attributes:

  • Constant usage of phone and computer systems
  • Sit or stand for long hours in front of computer monitors
  • Moderate noise level daily in office atmosphere


Education & Experience:

  • High school diploma required; College education preferred
  • Proficiency with MS Office Suite, especially Outlook, Excel and Word
  • Experience working in customer service and/or bookkeeping role preferred
  • Experience working in banking or financial services industry preferred

Travel:

  • 10% -20% to partner offices located in Kennesaw, GA

Physical Requirements:

  • Daily exposure to PC’s and networks
  • Ability to occasionally lift to 10 lbs.
  • Sit or stand for long hours in front of computer monitors
  • Will require long hours and some weekends and holidays when business needs dictate
  • Moderate noise level daily in office atmosphere

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