EO, Client Operations Representative

Welcome to Ovation Healthcare!

At Ovation Healthcare, we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare's vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.

Ovation Healthcare's corporate headquarters is located in Brentwood, TN. For more information, visit https://ovationhc.com.

Summary:

The Client Operations Representative (COR) is integral to maintaining the quality and efficiency of client workflows within the Client Operations Department. This role involves overseeing day-to-day planning, accounts receivable management, and resolving issues for each assigned client. Acting as the primary point of contact, the COR facilitates communication between clients and all internal departments. As a key member of our team, you'll deliver exceptional client service by efficiently managing inquiries and requests while ensuring accuracy and attention to detail. Your role as the liaison ensures smooth communication and seamless service delivery, fostering strong client relationships.

Duties and Responsibilities:

• Proactively manage aging accounts by regularly auditing account statuses using the Account Summary aging tools, ensuring timely follow-ups.

• Monitor client collections and placements, promptly identifying and reporting discrepancies to management and IT for resolution.

• Keep Wiki documentation accurate and up to date for assigned clients, regularly reviewing processes and procedures on a quarterly basis for effectiveness.

• Oversee and resolve all open and pending incidents and tickets, ensuring timely resolution and clear communication.

• Complete and thoroughly review monthly reconciliations to ensure the accuracy and integrity of inventory.

• Update CMR tickets with relevant information, including meeting notes, reports, and any client process changes for full visibility.

• Maintain a comprehensive and effective contingency plan to consistently meet client service level expectations.

• Ensure compliance with data collection, reporting, and auditing activities, including reconciliations, bad debt reviews, account placements, payment files, and account status audits.

• Deliver client-specific reports and meet requirements within established timelines to ensure satisfaction and alignment with client needs.

• Take proactive ownership of customer service issues and client requests, ensuring timely responses, resolution, and follow-up.

• Provide exceptional service to both internal and external customers, maintaining strong and professional relationships.

• Successfully meet deadlines while managing frequent interruptions and shifting priorities with minimal impact on performance.

• Adhere to HIPAA regulations and safeguard patient information in accordance with privacy laws and permissible disclosures.

• Perform other duties as assigned, demonstrating flexibility and a willingness to contribute to team success.

Knowledge, Skills, and Abilities:

Knowledge

• Knowledge of customer service best practices.

• Knowledge in 10 key by touch typing.

• Knowledge of client requirements and guidelines.

• Understanding of billing and recovery cycle.

• Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA.

• Working knowledge of Windows-based systems and Microsoft Office products

Skills

• Interpersonal, written, and verbal communication.

• Typing speed and accuracy – Must be able to type a minimum of 35 words per minute.

• Customer Service – Providing professional and empathetic support to internal and external clients.

• Professionalism – Acting in a professional capacity with regards to actions and words.

• Time Management — Effectively managing one’s own time to maximize productivity.

• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

Abilities

• Multi-Tasking—Ability to rapidly switch between tasks, programs, menus, and screens.

• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work and client teams.

• Written Comprehension — The ability to read and understand information and ideas presented in writing.

• Written Expression — The ability to communicate information and ideas in writing so others will understand.

• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

• Speech Recognition — The ability to identify and understand the speech of another person.

• Speech Clarity — The ability to speak clearly so others can understand oral communication.

Work Experience, Education, and Certifications:

• GED/High School Diploma or equivalent.

• 2+ years of experience in analytical thinking and problem-solving, with a proven ability to assess situations and develop effective solutions.

• 3+ years of clerical experience, demonstrating strong organizational, multitasking, and time management skills.

• 2+ years of experience in a healthcare-related environment or industry, with a preference for candidates with direct experience in healthcare operations or client services.

Working Conditions and Physical Requirements:

• Performing work at a stationary workstation for 8 hours.

• Interacting with a desktop computer or laptop.

• Entering data into systems using a mouse and keyboard.

• Ability to communicate clearly with others over a telephone system.

• Ability to work at a pace that allows the employee to meet the standard goals as set forth by management.

100% Remote