Job Description:

Description

Under direction of the Director of Operations, the Client Service Associate (CSA) role ensures the adequate support for the client-facing team on client management activities. The CSA must be familiar with the day-to-day activities of all of the client-facing team: Client Manager (CM), Sr. Client Manager (SCM) and Director of Operations / Client Management.

Key Responsibilities

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  Provides back office support to client-facing team: Utilizing data provided by the team, the CSA formats and prepares presentations. With proficiency, researches client inquiries and follows through to resolution of those inquiries. Client inquiries may include but are not limited to requests for verification of previous letter mailings, requests for duplicate letters, and requests for audit status updates. Prepares and delivers routine correspondence on behalf of the team.


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  Coordinates Internal Processes: Coordinates on a weekly basis with internal finance and operations team as it relates to OPV report management.


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  Payment Review: Provides follow-up on outstanding overpayments. Acts as central point of contact for provider calls, as needed.


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  Completes ARMS requests & document management: Based upon client management feedback, researches issues related to proposed ARMS requests. Submits ARMS requests as appropriate. Resolves outstanding documentation management issues and follows-up as necessary.


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  Reporting / Metrics: The CSA maintains focus on specific SLAs; updates scorecard with related metrics. Providesclient management team with analytics and ad hoc reports as needed.


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  Meetings: The CSA schedules and coordinates client meetings. Prepares and distributes agenda to scheduled attendees. Prepares meeting notes for clients; Documents any resulting action items and ensures communication to stake holders.


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  Internal Communication: Schedules and coordinates meetings with internal stake holders and team members to address issues and ensure clear communication within the team.


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  Miscellaneous: Other duties as assigned or as business needs may require.

Critical Success Factors

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  Adaptive Learner. Quickly grasps a working understanding of basic elements and concepts of successful client management. Demonstrates enthusiasm for learning and applying knowledge to the completion of tasks. Successfully integrates and executes new assignments with guidance and direction from the Director.


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  Critical Thinker. Demonstrates effective problem solving skills.


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  Technically Capable. Demonstrates competency with tools of the job including but not limited to filing systems, computers, word processing & spreadsheet applications, web systems, Cotiviti and Client systems, data file structures and Power Point.


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  Organized Doer. Demonstrates ability to plan, organize, and prioritize multiple tasks and ensures timely completion. Uses a structured and dependable approach to accomplishing assigned work.


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  Delivers Results. Can be counted on to consistently meet or exceed goals and performs at expected levels of quality and productivity. Demonstrates willingness and readiness to take on more responsibility in support of the audit.


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  Lives our Values. Understands and consistently demonstrates the spirit and behaviors associated with Cotiviti's values.

Education, Experience, Abilities

Degree Program of Study Required/Preferred

• Associate's Degree required


• Bachelor's Degree in related field preferred

Skills and Experience

• Computer proficiency in Microsoft Excel and PowerPoint required; Familiarity with Access and system databases preferred.


• Minimum of 1 year of related experience in healthcare or related, client-focused field.


• Knowledge of medical reimbursement methodologies, billing guidelines, or healthcare coding is required.


• Excellent verbal and written communication skills.


• Strong analytical and investigative skills.


• Ability to work with minimal direct supervision, as part of a client-facing team.

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