Client Services Senior Representative - Remote

JOB SUMMARY 

Responsible for responding and completing a detailed analysis of complicated client inquiries regarding account level questions, process or procedure inquiries. On inquiries that are considered escalation, partner with all influencing parties to remediate and be accountable for closing the loop by analyzing for root cause or drivers. This may be initiated and accomplished through written and oral communication with the client or its customer (payer, patient, attorney, and so on) with the use of email or by phone. They will be required to understand the Conifer organization and Client needs as a foundation for delivering resolutions and service. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Responsible for responding to complicated inquiries, working with all levels of management in other cross functional departments to ensure inquiries are research/resolved. Intrepet breakdowns and trend for actionable insights. This may require communications by phone or written and includes utilization of client system, payer websites, and standard Conifer PFS operating systems. 
• Written 75%
• Oral 20%
• Analyze all escalations by providing a detailed analysis of drivers and root causes. The would require investigating and reporting in a mechanism where data can be analyzed on a monthly basis 
• Analyze trending reports weekly for management by providing data related to issues/root causes and probable solutions with supporting elements.

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Independent, logical thinker with proven ability to perform detailed analysis and make recommendations. 
• Ability to mediate with internal partners for resolution of complex issues
• Ability to exercise sound judgment in assessing risk of failures and escalate issues to management 
• Ability to be resourceful but know when to engage others for support, escalate for help or ask clarifying questions. 
• Above average communication skills - Strong interpersonal, verbal and writeen communication skills, excellent listening skills, and organizational skills
• Above average troubleshooting skills, with ability to research and articulate complex process breakdown issues with trends
• Ability to handle high productivity standards, at exceptional quality. Requires ability to work at a rapid pace while maintaining accuracy.
• Proficient understanding of …