Bilingual Reconciliation Lead

Bilingual Reconciliation Lead

The Bilingual Lead Reconciliation Analyst leads the team that provides reconciliation services to FDS Amplicare customers and oversees the customer relationship and communication. This position is expected to maintain an in-depth understanding of the customer's needs and their business to provide them with the best use of the FDS Amplicare reconciliation application.

Please note that the hourly rate for this position is $19.50 and it is onsite Monday- Wednesday and will be work from home Thursday and Friday. The hours are 8-5. These are all non-negotiable.

Responsibilities

• Own the customer relationship and communication during the onboarding process including welcome correspondence, follow-up training, assistance with completion of required documentation to establish third-party payer data transmittal.
• Communicate necessary customer actions, including deposit verifications, write-off approvals, and completion of necessary forms and documentation.
• Communicate any issues that may arise, including claims disputes.
• Oversee development and communication of customer reports.
• Partner with Onboarding team to establish electronic receipt of 835 forms from third-party payers.
• Provide analysis of reconciliation data and trends; assist customers in the design of necessary accounting protocols for submission of payment and claims posting activities.
• Quickly and accurately answer customer questions; route incoming calls to appropriate parties.
• Resolve customer complaints if possible or escalate to management.
• Keep cases updated in NetSuite in a timely manner.
• Utilize webinars to educate and train customers on reconciliation application and available reports.
• Complete Unposted Claims Report on a quarterly basis for assigned stores.
• Perform root cause analysis on reoccurring issues; perform claims research.
• Maintain absolute confidentiality and compliance with HIPAA guidelines for corporate and customer information.
• Track and escalate technical issues.
• Maintain satisfactory attendance in accordance with policy.
• Other duties as assigned.

Required Knowledge and Skills

• A Professional Working Proficiency level of Spanish and English
• Proficiency in general office automation including operation of Sfax application, copy machines and multi-line phone systems.
• Ability to understand and apply standard operating procedures.
• Ability to coach staff and customers on best practices (technical and business process).
• Ability to skillfully gather and analyze information.
• Strong basic mathematical skills.
• Minimum typing speed of thirty-five (35) words per minute
• Ability to establish/maintain cooperative working relationships with staff and customers.
• Exceptional written and verbal communication skills.
• Self-starter, capable of working with minimal supervision.
• Ability to identify and resolve problems in a timely manner.
• Excellent organizational skills.
• Prioritize and plan work activities; use time efficiently.
• Treat people with respect; uphold organizational values.
• Ability to manage people through influence.
• Ability to manage stressful situations such as manage difficult or emotional customer situations; respond promptly to customer or team needs
• Excellent attendance, punctuality and attention to details required
• Intermediate knowledge of MS Word and Excel
• Knowledge/experience with cloud-based webinar applications (e.g. ZOOM)
• Solid typing skills (i.e. 35 wpm)

Basic Qualifications

• A Professional Working Proficiency level of Spanish and English
• High School Diploma or GED.
• 1-2 years' experience in professional customer service environment

Preferred Qualifications

• Associate or Bachelor Degree
• Pharmacy industry knowledge a plus
• Management of direct or in-direct reports a plus
• Experience in billing or reconciliation a plus
• Ten key by touch

Work Conditions

The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• In-Office in Fort Worth, TX Monday- Wednesday and work from home Thursday and Friday.
• While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear.
• The employee frequently is required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.