Account Representative, Rx Transparent

Position Summary:

Under the minimal supervision of a Manager and through collaboration with senior team members, the Representative in Healthcare is the day to day point person for assigned duties within inbox and call centers.  The Representative engages in numerous interactions with client contacts as well as internal members of the Healthcare team.

Primary Accountabilities:

• Operational
  • Identify and resolve processing problems
  • Maintain documentation for Spectrum/Incorta users and monthly report validation for SOC audits
  • Enter Salesforce cases for client inquires, as needed
  • Initiate actions to research client questions or to resolve processing problems
  • Involve support departments to meet client requests or processing problems, while maintaining accountability for client response
  • Perform both payer and client conversion activities
  • Coordinate and or support on-boarding activities with Account Manager
  • Assign cases for Tier 2 support through Sales Force
  • Work with payers and banks as needed
• Administrative
  • Proactively communicate to client on Inmar news, system access, issues or enhancement and log out-bound communication
  • Keep client updated on projects and issue resolutions
  • Lead client conference calls
  • Maintain Client Action Plan
  • Provide training on Inmar systems, tools, & reports
  • Maintain HIPAA (Health Insurance Portability and Accountability Act) compliance in all client communication
  • Maintain proper storage of paper documentation containing protected healthcare information (PHI) per Inmar HIPAA Policies and Procedures
  • Return/Acknowledge client calls and email within 24 business hours
  • Serve as primary point of contact for Client, Client Services Manager, Account Manager and Leadership team
  • Manage workload to meet agreed upon processing guidelines
  • Generate and reviewing assigned reports for accuracy 
  • Understand all reports sent to client by Inmar and received by Inmar from client
  • Establish and maintain processing guidelines booklet for each client to be used as a back-up
  • Request client assistance when Inmar unable to get payer responses
  • Work with internal departs, such as Account Manager Payer Relations, as needed
  • Participate in on-boarding of new clients as support
  • Keep team members and management updated on client cases, successes, and current inquiries

• Influence

• Identify needs for system enhancements or process changes in response to workflow, data, or processing issues
• Lead UAC Cat 1 conversations with clients
• Assist client with change management
• Coordinate client special service requests

• Perform special projects and other duties as assigned by management

Required Qualifications:

• At least two years of relevant experience involving customer service, computer usage, data entry and data analysis and a Bachelor’s degree in Business Administration, Accounting, or a related field; OR an equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position.
• Intermediate level of proficiency in Microsoft Office Suite, Microsoft Windows
• Competent in 10 Key Manual Entry, Google Office Suite
• Knowledge of accounting procedures on automated systems
• Knowledge of computer systems and report generation (AS/400 knowledge preferred)

Individual Competencies:

• Adaptable: Responds to change with a willingness to learn new ways to accomplish work.
• Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information and achieve results.
• Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.
• Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.
• Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.
• Problem Solving: Gathers and analyzes information to generate and evaluate solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.
• Collaboration: Works collaboratively with others to achieve group goals and objectives.

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