Job Description:
The Specialist, RCM Support is responsible for high-quality client support that includes, but is not limited to, NextGen’s largest RCM services clients and plays a crucial role in ensuring client satisfaction and operational efficiency within the realm of Revenue Cycle Management. The role utilizes RCM knowledge and coordination with clients, RCM client managers, operations and technology colleagues to troubleshoot/resolve RCM-related issues and answer client RCM-related questions. This role balances numerous priorities across escalation channels, including email, instant messaging and phone and ticketing systems. The role primarily focuses on interacting with clients to resolve their RCM-related issues, documenting and managing support cases, and contributing to knowledge management within the organization.
Client Interaction and Issue Resolution:
- Respond to client inquiries via various channels (email, chat, phone, issue messaging/tracking systems).
- Gather issue details and communicate progress to clients through the channels.
- Provide in-depth troubleshooting assistance and instructions to customers.
- Resolve RCM issues with the help of RCM operations and technology team members.
Knowledge Management:
- Author and approve knowledge articles for internal and external use to help resolve previously encountered problems.
Documentation and Case Management:
- Document all work performed, including customer information and recurring issues, to support service quality programs.
- Appropriately manage and handle support cases, ensuring proper phone etiquette, documentation, and adherence to service level agreements (SLAs).
Perform other duties that support the overall objective of the position.
Education Required:
- Bachelor’s degree in finance, Accounting, or Healthcare related discipline.
- Or, any combination of education and experience which would provide the required qualifications for the position.
Experience Required:
- 4+ years of experience in medical billing, RCM operations, or RCM customer service.
Knowledge, Skills & Abilities:
- Knowledge of: Detailed knowledge of RCM principles Practice management systems. Customer service best practices. Revenue Cycle Management principles, theories, and best practices. Laws, regulations, policies, and procedures governing RCM. Microsoft Office Suite.
- Skill in: Strong interpersonal communication, relationship management, presentation, analytical, problem solving, time management, detail oriented.
- Ability to: Manage multiple projects and priorities simultaneously. Stay organized and prioritize workload. Multi-task to meet established timelines. Establish and maintain effective working relationships with cross-functional teams. Create a collaborative environment for successful client outcomes. Establish processes and protocols, and manage timelines effectively.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
