Client Success Representative II

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Description

Job Summary

The Client Success Representative (CSR) II is responsible for focusing on maximizing account performance and client retention by providing guidance and support related to the client account. This position manages and responds to client and internal needs and helps drive the account management and client success model by identifying strategic needs for the department and by providing coaching and guidance to CSR I.

Major Responsibilities/Activities

• Actively contribute within the Point of Delivery (POD) structure, supporting coordination of team activities and promoting efficient operations.
• Answer, resolve, or appropriately route Client Success phone calls and emails from clients and internal staff, demonstrating strong judgment and prioritization in handling moderately complex or sensitive inquiries.
• Identify caller and communication trends and provide actionable feedback to Client Success leadership to help reduce recurring issues and improve service delivery.
• Track, analyze, and communicate call and email trends, including sharing insights to support Client Business Reviews and internal schedule management.
• Ensure timely communication and consistent follow-up with clients and internal stakeholders.
• Lead and participate in projects and special initiatives, supporting process improvements and enhanced team performance.
• Document and coordinate requests related to audits and similar activities with accuracy and attention to detail.
• Collaborate cross-functionally with CSR III and leadership to resolve issues and support operational needs.
• Assist with schedule management and resource planning to help maintain service levels and team efficiency.
• Serve as a higher-level resource in emergent situations (e.g., inclement weather), stepping into advanced responsibilities as needed.
• Provide backup support to CSR III and CSE team members and other departments to ensure continuity of service.
• Support assigned client accounts by monitoring performance and providing insights and recommendations to improve outcomes.
• Perform other duties as assigned.

Requirements

Required Education, Skills, & Experience

• Associate's degree in Business Administration, Healthcare, or related field, or high school diploma with comparable work experience.
• Experience in healthcare, healthcare billing, and/or a third-party environment.
• Working knowledge of company operations and cross-functional department processes.
• Strong client service skills with excellent written, verbal, and verbal communication abilities.
• Ability to collaborate and work effectively across functional teams.
• Highly organized with the ability to manage time, multitask, and prioritize effectively.
• High level of accuracy with strong attention to detail and ability to meet deadlines.
• Strong understanding of confidentiality requirements and commitment to protecting sensitive information.
• Ability to adapt to changes in work environment, procedures, priorities, and job responsibilities.
• Demonstrated ability to work independently, take initiative, and complete tasks with minimal supervision.
• Working knowledge of Medicare, Medicaid, insurance, liability, and tertiary payment methods.
• Demonstrated understanding of HIPAA requirements and regulations.
• Ability to learn, understand, and apply client-specific requirements.
• Strong data entry skills with working knowledge of Microsoft Office programs; experience with Microsoft Excel preferred.
• Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.

Working Environment

• The office environment is a controlled indoor setting with minimal exposure to adverse conditions.
• Noise levels in the office are typically moderate and consistent with a standard office setting.
• For employees approved to work in a hybrid or remote setting, a quiet, private workspace free from significant distractions is required to ensure productivity during work hours.
• A reliable internet connection is required for hybrid/remote work. EMS|MC will provide necessary equipment, including a computer, monitor, keyboard, mouse and headset.

Physical Requirements

• Sitting: frequent and prolonged periods of sitting at a desk while working on a computer.
• Communication: frequent and prolonged periods of speaking, listening, reading, and writing.
• Fine motor skills: frequent use of hands for typing and operating a computer mouse.
• Movement: occasional walking and climbing of stairs; limited bending, kneeling, lifting, and carrying of office-related items.

Pay: $25.00-$30.00/hour. Individuals in this role are eligible to participate in a discretionary bonus plan and a comprehensive benefit package, including a retirement plan, health coverage, and paid time off. Visit https://emsmc.com/careers/ to explore our total rewards package.

Employees must be able to perform the essential functions of this position. Reasonable accommodations will be provided to qualified individuals with disabilities as needed to support their ability to perform these essential functions. If you require an accommodation for this position or to participate in the application process, please contact HR at humanresources@emsmc.com.

The responsibilities and duties outlined in this job description are not exhaustive and may be subject to change to meet the needs of the business. This job description is not an implied contract of employment and does not alter the at-will employment relationship.

Applicants must be authorized to work in the United States now and in the future; this role does not offer current or future visa sponsorship.