Client/Customer Support Rep

Client Success Representative (CSR) I

The Client Success Representative (CSR) I is responsible for focusing on maximizing account performance and client retention by providing support related to the client account. This position responds to client and internal needs and helps drive the account management and client success model by identifying strategic needs for the department.

Major Responsibilities/Activities

Answer, resolve, or appropriately route Client Success phone calls and emails from clients and internal staff in an efficient and timely manner.

Identify caller and communication trends and provide feedback to Client Success leadership to help reduce or prevent recurring issues.

Track, summarize, and communicate call and email trends, including presenting data to support Client Business Reviews and internal schedule management.

Collaborate with Client Success leadership to support process design and recommend improvements that enhance team efficiency and client experience.

Ensure timely communication and consistent follow-up with clients and internal stakeholders.

Support assigned client accounts by monitoring performance and providing insights and recommendations to improve outcomes.

Perform other duties as assigned.

Requirements

Required Education, Skills, & Experience

Associate's degree in Business Administration, Healthcare, or related field, or high school diploma with comparable work experience.

Experience in healthcare, healthcare billing, and/or a third-party environment.

Working knowledge of company operations and department functions.

Strong client service skills with excellent written and verbal communication abilities.

Ability to collaborate and work effectively across functional teams.

Highly organized with the ability to manage time, multitask, and prioritize effectively.

High level of accuracy with strong attention to detail and adherence to deadlines.

Strong understanding of confidentiality requirements and commitment to protecting sensitive information.

Ability to adapt to changes in work environment, procedures, priorities, and job responsibilities.

Working knowledge of Medicare, Medicaid, insurance, liability, and tertiary payment methods.

Demonstrated understanding of HIPAA requirements and regulations.

Ability to learn, understand, and work within specific client requirements.

Strong data entry skills with working knowledge of Microsoft Office programs; experience with Microsoft Excel preferred.

Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.

Working Environment

The office environment is a controlled indoor setting with minimal exposure to adverse conditions.

Noise levels in the office are typically moderate and consistent with a standard office setting.

For employees approved to work in a hybrid or remote setting, a quiet, private workspace free from significant distractions is required to ensure productivity during work hours.

A reliable internet connection is required for hybrid/remote work. EMS|MC will provide necessary equipment, including a computer, monitor, keyboard, mouse and headset.

Physical Requirements

Sitting: frequent and prolonged periods of sitting at a desk while working on a computer.

Communication: frequent and prolonged periods of speaking, listening, reading, and writing.

Fine motor skills: frequent use of hands for typing and operating a computer mouse.

Movement: occasional walking and climbing of stairs; limited bending, kneeling, lifting, and carrying of office-related items.

EMS Management & Consultants, Inc.