Bring your best and truest self. We celebrate what makes us different and what brings us all together. At Greenway Health, we are committed to an inclusive environment and a culture of belonging as we pursue our purpose of healthier communities, successful providers, and empowered patients. We are united in our goal to build the future of healthcare technology. Join us.
This position is a liaison and arbitrator providing daily support to clients. Resolves or escalates issues to respective Departments to ensure timely Service Level Agreements (SLAs) are met. Performs routine audits to reduce client support issues. In-depth knowledge of CMS 1500 forms, UB04, and healthcare ANSI X12 electronic formats. A punctual self-starter with exceptional organizational and analytical skills with full desire to provide excellent service to GREENWAY customers (internal and external). Highly developed sense of integrity and commitment to customer satisfaction. Ability to communicate clearly and professionally, both verbally and in writing. Has ‘thick skin’ and can handle complaints and unpleasant customers.
Essential Duties & Responsibilities
- Establishes solid working relationships with customers (internal and external).
- Provides ongoing client support once implementation and training is completed. Strives to close all calls within designated SLAs and complete the expected daily workload (Salesforce and portal).
- Continually looks for any gaps in the process or deficiencies in the solution to enhance user experience on an ongoing basis (portal).
- Review and publishes requirements for establishing bridge routines, pre-processors, and post-processors.
- Handle all escalated clearinghouse (GCH and GCS) customer support issues.
- Ability to train clients on GCH and GCS product portal.
- Ability to read/interpret payer companion guides and write edit requests to alleviate rejections.
- Escalates issues to GCH/GCS Production Support or R&D when applicable.
- Proactively looks for opportunities to improve payer utilization.
- Identifies and escalates opportunities for customized edits when necessary to alleviate claim rejections, online errors, and denials.
- Assists users in interpreting/resolving portal related online errors and claim rejections from payers.
- Represents GCS Service team on various task forces and committees to advance corporate initiatives, regulatory compliance, and workflow/process related improvements.
Skills & Requirements
Education and Experience
- High School Diploma/GED
- BA/BS Degree in Business Administration or Information Systems or equivalent work experience
- Three (3)+ years’ experience in customer service with medical billing software or electronic billing applications including electronic data interchange
- General proficiency in office automation, database applications and the internet
- Salesforce experience is a plus
- Availability for the after hour and weekend work is a plus.
Skills, Knowledge, and Abilities
- Must have excellent verbal and written communication skills with a focus on listening to effectively guide the customer.
- Strong follow-up and follow through skills necessary to deliver each customer with a great experience.
- Ability to listen, empathize and demonstrate a high level of care and concern with a focus on solutions and results.
Work Environment/Physical Demands
- While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday
- This role requires that one can sit and regularly type on a keyboard the majority of the workday
- This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as in-coming and out-going communications via the computer and/or mobile devices
- Must be able to work remotely, manage workload efficiently, prioritize projects with minimal supervision, and maintain a quiet setting while working with customers
- The role necessitates the ability to listen and speak clearly to customers and other associates
Here’s what we can offer you in exchange for your amazing work:
- Competitive pay
- Medical, dental and vision benefits
- Matching 401(k)
- Generous paid time-off programs
- Education reimbursement
- Growth potential for your career
- Corporate discounts