Customer Experience Agent, Admin Services

Client Administrator Job Code: CA.181.002 FLSA Status: Exempt Job Family: Client Relations Cost Center: 181 Purpose of Position The Client Administrator is responsible for executing and supporting day-to-day client operations across SSI’s healthcare revenue cycle SaaS platforms. This role bridges client support and client management by ensuring accurate operational execution, reporting, and revenue cycle workflows. The Client Administrator translates client needs and support activities into structured operational workflows, ensuring consistency, data integrity, and performance improvement aligned to SSI’s A4 (Agile, AI, Automation, Architecture) model. Duties and Responsibilities Essential Functions Operational Execution: Execute daily tracking across eligibility (270/271), claims (837), rejections (277), and remittance (835) Monitor operational performance and identify issues or anomalies Ensure timely and accurate processing of client transactions Revenue Cycle Knowledge: Working knowledge of revenue cycle workflows in a provider setting Track client KPIs and investigate root cause issues Issue Resolution: Support Client Support Specialists with issue investigation and resolution Perform deeper analysis on recurring or complex issues Coordinate with Client Manager for escalations Reporting and Business Intelligence: Generate and maintain client reports, dashboards, and KPIs Analyze denial rates, rejection trends, and throughput metrics Provide actionable insights to Client Managers Client Coordination: Participate in client calls to provide operational updates Track and complete follow-up actions from meetings Support preparation of QBRs and performance reviews A4 Continuous Improvement: Identify opportunities for automation and workflow optimization Support implementation of ARC auto-corrections and rule enhancements Reduce repeat issues through process improvements Marginal Functions ~ Other duties as assigned. Skills, Knowledge, and Abilities Analytical and Problem‑Solving Capability – Demonstrated ability to analyze complex information, identify issues, and develop effective, practical solutions. Attention to Detail and Data Accuracy – High level of precision and care in reviewing data, ensuring accuracy, completeness, and reliability. Clear and Effective Communication – Strong written and verbal communication skills, with the ability to collaborate effectively with internal teams and communicate confidently with clients. Organizational and Time Management Strength – Proven ability to organize work, manage time efficiently, and meet deadlines in a fast‑paced environment. Multi‑Workflow and Priority Management – Ability to manage multiple workflows and competing priorities simultaneously while maintaining quality and responsiveness. Must be able to interact cordially and productively with co‑workers in a team environment. Ability to work under pressure and to prioritize. Must be able to proficiently read and write in English. Must possess effective communications skills with ability to handle difficult situations. Must be able to make independent judgment decisions with minimal supervision. Must be able to see clearly with or without corrective lenses and hear clearly with or without aids. Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly. Information Security and Data Protection Information security and data protection is a shared responsibility – codified in our commitment to the SSI Security-First Mindset. The SSI Security-First Mindset is comprised of five pillars and universally applicable to all employees, regardless of position description, assigned duties and responsibilities. The Five Pillars of the SSI Security-First Mindset: Pillar 1: Governance: Develop, implement, and enforce secure operational processes, procedures, and routines. Pillar 2: Accountability: Take an active role in protecting company assets and system & data resources. Pillar 3: Awareness: Recognize, report, and take action to resolve security risks. Pillar 4: Preparedness: Develop, implement, test, and improve backup plans for operational processes, procedures, and routines. Pillar 5: Collaboration: Communicate, share, and promote your Security-First Mindset at every opportunity. Experience and Education Requirements Education ~ Education Level: 4 Year / Bachelors Degree – Bachelor's degree in Healthcare Administration, Business Administration, or related field. Years of Experience ~3-5 years – 3–5 years of experience in healthcare revenue cycle and provider operations. ~1 year – Experience with reporting tools, Excel, and/or BI platforms. ~1 year – Working knowledge of ANSI X12 EDI transactions (270/271, 837, 277, 835). ~1 year – Familiarity with SaaS platforms, system configurations, and data workflows. Certifications A combination of experience and advanced education may be substituted. Background checks and drug test required. Acknowledgement I have read and understand this job description and agree that I am able to fulfill the essential functions as stated above. I further understand that it is my responsibility to request an accommodation, if necessary, to fulfill the essential functions of this position. Employee's Signature __________________________________ Date ______________________ Supervisor Signature __________________________________ Date ______________________ #J-18808-Ljbffr