Client Service Specialist Jobs

Client Service Specialist

Position Summary: Leads a small team of coders for a specific client or several clients using a specific ICD coding/OASIS review workflow process. Activities will include, but are not limited to, assisting in establishing and maintaining company and agencies workflow processes related to coding activities, ensuring productivity measures are being met, resolving disputes with agencies as needed, and working with any external coding teams to ensure standardization of processes. The employee must be able to function with a high degree of independence and considerable discretion. Reports to Client Service Manager or other designated leadership as needed.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned.

Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.

Performance Coaching – Defines responsibilities and expectations; encourages training and development; gives performance feedback; motivates for increased results; recognizes contributions; sets goals and objectives

Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.

Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.

Dependability – Follows instructions. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions

Leadership – Exhibits confidence in self and others; Inspires respect and trust; motivates others to perform well; reacts well under pressure; shows courage to take action

Judgment – Displays willingness to make decisions; exhibits sound and accurate judgment; includes appropriate people in decision making process; makes timely decisions; supports and explains reasoning for decisions

Planning & Organization - Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner

Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.

Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

Project Management: Responsible for planning and overseeing his/her agency specific special projects to ensure they are completed in a timely fashion with appropriate communication to the stakeholders.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Microsoft Office Applications – intermediate skill required.

Read, analyze and interpret complex documents. Respond effectively to sensitive inquiries. Write speeches and articles using innovative techniques. Make persuasive presentations on complex topics to management, public groups and/or boards of directors.

Work with mathematical concepts such as probability and statistical inference. Apply concepts such as fractions, percentages, ratios and proportions to practical situations.

Define problems, collect data, establish facts and draw valid conclusions. Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Supervisory Responsibilities: Directly supervises two or more employees in Coding Services. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.