Connexin

Client Services Representative

• Oversee the revenue cycle for assigned clients and ensure targets for KPIs, retention, and time to revenue are met
• Serve as the primary point of contact and liaison between practices and the Sutherland Global RCM team
• Establish strategic advisor relationships by understanding billing requirements, long-term strategy, and goals
• Provide insight on clients’ financial health and guidance on solutions to achieve goals
• Complete business review presentations, assess client satisfaction, and identify revenue-cycle improvement opportunities
• Report monthly denial and rejection trends and recommend process improvements
• Document meeting notes, client relationship information, and client-specific instructions in Salesforce and client blueprints
• Handle client needs, resolve conflicts, and provide timely solutions
• Make independent business decisions related to client billing matters
• Approve and implement workflow modifications with potential financial impact
• Develop and monitor action plans for client escalations and concerns
• Maintain regular contact with practice RCM contacts via phone, email, and OP messages
• Identify at-risk clients and take actions to resolve concerns and retain clients
• Guide and educate the Sutherland team on clarifications, help items, and outstanding AR
• Collaborate with RCM and Sutherland leadership on quality, productivity, and TAT barriers
• Establish and maintain system parameters supporting timely claim submission and payment maximization
• Improve operational efficiencies, including OP software performance, and assist with automation initiatives
• Collaborate with the Account Manager to optimize OP software use and identify client training needs
• Monitor newly implemented clients for six weeks post-go-live
• Maintain expert knowledge of payer guidelines for assigned geographic areas
• Complete offboarding for clients exiting RCM services

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Client Services Specialist