EMS Management & Consultants, Inc.

Product Manager

• Own clearly defined product problems or outcome areas within a product or workflow
• Conduct customer and internal user interviews to understand workflows, pain points, and unmet needs
• Translate insights into problem statements, hypotheses, and success metrics
• Use data, research, and feedback to validate problems before proposing solutions
• Define solutions collaboratively with Design and Engineering, balancing customer value, feasibility, and impact
• Write clear user stories and acceptance criteria
• Participate in sprint planning, backlog refinement, demos, and retrospectives
• Make day-to-day product decisions within the area of ownership
• Define and track success metrics for owned initiatives
• Analyze feature adoption, usage patterns, and workflow impact
• Use outcomes to inform iteration, improvements, or course correction
• Partner with Engineering, Design, Operations, and Support as product owner
• Communicate priorities, tradeoffs, and decisions
• Present findings, recommendations, and results to product leadership
• Perform other duties as assigned

Associate Product Manager

Revenue Cycle Specialist

• Review and process claims through various stages of the revenue cycle in a timely and compliant manner
• Monitor client performance and identify potential revenue loss or delays to maximize reimbursement
• Suggest solutions to improve client performance, workflows, processes, and outcomes
• Provide proactive feedback regarding client performance, industry changes, payer regulations, and concerns
• Communicate with payers to identify deficiencies and provide feedback to operational staff
• Prioritize, process, and delegate correspondence, rejections, denials, appeals, static claims, and other claim follow-up
• Determine the appropriate next action for each claim
• Define problems, identify causes, and independently initiate and complete resolutions
• Meet and communicate with Claims Management supervisors and onshore/offshore team members
• Ensure effective work prioritization and adherence to standard operating procedures and vendor SLAs
• Monitor and measure client performance against commitments and address barriers to desired outcomes
• Stay current on industry changes and regulations
• Build and maintain internal and external relationships to address client needs
• Present client performance analysis as directed
• Serve as backup to other team members
• Perform other duties as assigned

• Review, resolve, and process Air client claims throughout the revenue cycle in a timely, accurate, and compliant manner
• Monitor assigned client accounts and claim inventories for revenue risks, reimbursement delays, aging trends, and performance improvement opportunities
• Prioritize and resolve pending, rejected, denied, underpaid, stalled, and aged claims, including accounts over 120 days
• Manage claims across commercial insurance, TRICARE, workers’ compensation, VA, Medicare, Medicaid, and other government-funded programs
• Contact payers and use approved portals to verify claim status, eligibility, benefits, payment details, filing requirements, and required follow-up actions
• Obtain medical records and supporting documentation, engaging patients or authorized parties when appropriate
• Prepare and submit claim corrections, reconsiderations, and appeals, including verbal appeals when appropriate
• Research underpayments, overpayments, payment discrepancies, and remaining balances; prepare refund documentation when required
• Identify account issues and root causes, resolve issues within authority, and escalate complex or unresolved matters
• Monitor client outcomes against productivity, quality, turnaround-time, operating procedure, and service-level standards
• Communicate payer trends, recurring deficiencies, workflow barriers, client concerns, and improvement opportunities to operational and management teams
• Collaborate with onshore and offshore team members and cross-functional revenue cycle partners
• Maintain current knowledge of payer policies, prompt-payment requirements, regulatory changes, and Air client-specific procedures
• Deliver professional service and maintain constructive relationships with payers, clients, patients, leaders, and colleagues
• Perform other duties as assigned

Customer Support

• Answer and conduct phone calls and other customer service tasks in a timely, professional, and courteous manner
• Identify callers’ needs and determine appropriate actions, including clarifying charges/payments, collecting, adding, updating, and filing insurance, resolving complaints, and notifying relevant parties
• Use job aids, SOPs, Question Queue, and Client Specifications
• Notify supervisors or management of complaints that cannot be resolved on the first call
• Address callers’ needs while completing and closing calls courteously and professionally
• Accurately document each call and outcome in Rescue Net Billing
• Identify situations for transferring or escalating calls to senior advisors, supervisors, or management
• Detect caller patterns and provide feedback to supervisors to reduce or prevent future calls
• Conduct tasks and interactions according to company compliance policies and applicable government regulations
• Support and demonstrate the company mission and values
• File insurance information provided by patients on the EMSMC website
• Mentor new hires
• Perform other tasks assigned by the supervisor
• Assist with special projects
• Maintain required turnaround times
• Maintain Customer Service call audit and HIPAA scores of 98%

Customer Service Professional, Inbound

Collections

• Place outbound phone calls efficiently and professionally
• Notify consumers of delinquent accounts by telephone to solicit payment
• Receive payments by telephone for customer accounts
• Manage and follow up on assigned collection accounts
• Document provided information and call outcomes accurately, efficiently, clearly, and concisely
• Identify situations appropriate for transferring or escalating calls to senior advisors, supervisors, or management
• Conduct job tasks, calls, and interactions professionally, respectfully, positively, and in accordance with compliance policies and government regulations
• Support and demonstrate the company mission and values
• Assist with special projects as directed
• Participate in relevant meetings or events
• Perform other necessary tasks assigned by the supervisor
• Discuss and negotiate payment arrangements and solutions with patients to resolve outstanding accounts

Associate Product Manager

Revenue Cycle Specialist

Revenue Cycle Specialist

Customer Service Professional, Inbound

Collections Specialist