Purpose: To enhance the ongoing support and development of key accounts for the assigned service region. The Key Accounts Representative will be directly involved in the daily assistance and support of those accounts flagged as “Key Accounts,” working alongside the regularly assigned Client Experience Account Representatives and Account Managers. This will result in ensuring the highest level of quality service to complex, high-value client accounts. This position will report to the Client Service Executive for the assigned region. Candidates in NE Ohio who can work hybrid at our Middleburg Heights office are preferred. Remote candidates in other areas of OH, PA, MI, IN, and KY can also be considered if open to higher amount of travel. |
Key Responsibilities: - Participate in support of assigned key accounts to facilitate gap-free support.
- Maintain relationships with the account stakeholders/decision-makers, traveling to visit on-site along with the assigned Account Representative if requested; otherwise attending meetings remotely for assigned accounts.
- Review and work to resolve cases, incidents, etc. for key accounts in coordination with the regularly-assigned Account Representative, serving as the “life line” for
- Representatives attending to other clients.
- Investigate client issues, edit disputes, XpressBiller/Quickscript logic requests, and more complex situations.
- Manage new remittance confirmation.
- Assist the regularly assigned Account Representative manage the client demands and work on creating smart and efficient results/resolutions for various requests, projects, and implementations.
- Document client interaction in an Account Management Activity Report (AMAR) within 24-48 hours of the activity.
- Attend internal project, team, and departmental meetings as needed.
- Facilitate team meetings as needed.
- Occasionally conduct training sessions, as needed, for internal or external audiences, including (but not limited to) Lunch-n-Learn sessions, Regional User Group meetings, and EDI meetings.
- Serve as mentor to new Client Experience staff members as requested.
- Process the weekly New Portal Listing Report, researching and approving/rejecting new Portal logins appropriately.
- Management and compilation of an enhanced analytics portfolio.
- Assist in providing phone support coverage as requested.
- Create and submit a weekly report due each Thursday by 3:00 PM.
- Other duties as assigned
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Education/Experience: - Bachelor’s degree and/or healthcare revenue cycle industry experience preferred.
- Familiarity with Quadax EDI products, services, and policies preferred.
- Familiarity with ANSI X12 and medical billing required.
- Above average proficiency in Excel and/or other data tools like MS PowerBI preferred.
- Must be detail oriented with good investigative and software troubleshooting skills.
- Must be able to multitask, with good attention to detail, conscientiously meeting time constraints.
- Must be self-motivated, reliable and punctual, with the ability to work independently and generate ideas.
- Ability to maintain a professional relationship with multiple clients while being personable, to establish better lines of communication.
- Sufficient public speaking skills, excellent written communication skills.
- Team player participating in a positive work environment. Must be respectful of colleagues, not tolerating negativity or gossip. Must have ability to maintain confidentiality.
- Willingness to travel up to one week per month (at most) to key account locations in OH, IN, IL, MI, and WI.
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