Client Support Analyst Jobs

Job Title: Client Support Analyst (In-Office) (Ballantyne Office)

Reports To: Director – Revenue Cycle Operations

Department: Account Management

Summary:

The CLIENT SUPPORT ANALYST is responsible for assisting the Contract PRO, Physician PRO, and Estimator PRO clients and Management staff to include review, research, interpretation, loading, and analysis of hospital contracts, data, testing and special projects. The CLIENT SUPPORT ANALYST reports to the Director – Revenue Cycle Operations and works in conjunction with other teams and divisions within PMMC. The CLIENT SUPPORT ANALYST works to ensure that contract loads, data, and reporting is accurate and delivered in alignment with client service level agreements.

All duties shall be performed in accordance with organizational policies and goals at PMMC which include maintaining a positive work atmosphere by acting and communicating in a manner reflecting respectful service with customers, clients, co-workers and management.

Essential Duties and Responsibilities:

The CLIENT SUPPORT ANALYST has the responsibility of supporting Contract PRO, Physician PRO, and Estimator PRO clients and Management level staff in all aspects of client support, including, but not limited to the following:

CONTRACTS

Reviewing, researching, interpreting, loading, and analyzing hospital client contracts as assigned using Microsoft Excel, Microsoft Access, and PMMC’s contract management system.

Exercising judgment for the completeness of contract information for assigned contracts including the original agreement, addendums, rate update letters, reimbursement fee schedules and any other documentation necessary to load accurately load contracts.

Documenting identified issues, missing or incomplete information, and questions in the Contract Matrix document.

Communicating with the assigned Account Manager and clients as directed through email and phone to effectively clarify and resolve any outstanding contract issues.

Assist with analyzing calculation variances using various accuracy assessment techniques and is responsible of delivering quality, timely work, and accurate results.

Providing routine assistance via calls or e-mail from clients regarding contract setup, contract interpretation, and individual account calculation review.

DATA

Importing of data if a manual import or re-import is required

Reviewing, analyzing and resolving routine import errors within the application if requested.

GENERAL SUPPORT

Providing routine assistance via calls or e-mail from clients regarding contract setup, contract interpretation, individual account calculation review, and data needs.

Providing direct client support as necessary.

Act as the backup to the Account Manager for assigned accounts.

Coordinate updating, formatting, and dissemination of appropriate PMMC deliverables to clients including Release notes, Medicare deliverables, Tricare Deliverables and other documentation as assigned by the Account Manager.

Assists Account Managers with pre-upgrade side-by-side calculation review, imports, reporting, and functionality testing as requested.

Reporting software issues and defects identified while performing contract loads or data related responsibilities.

Assisting with calculation research and documentation of specifications.

Providing a high level of quality and accuracy for clients and the team.

Documenting tasks, actions, contacts and time spent working /supporting data for each client within the PMMC CRM.

Setting up new users and user permissions as requested.

Traveling to client locations to lead and participate in training and other sessions.

Providing software training to clients.

Adhering to HIPAA policies and requirements from a data confidentially, access and client transfer of patient data outlined by PMMC company policy.

Other Duties:

Other duties and responsibilities may be assigned from time to time at the discretion of management.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

A thorough understanding of the PMMC Contract PRO, Physician PRO, and Estimator PRO software applications. Proficient with contract loading, validation and variance analysis. Ability to read and interpret insurance contracts in and apply contract setup knowledge to accurately load commercial and government contracts. Research and analytical skills necessary to understand and resolve calculation issues and understand data issues that cause variances. Promote a positive and professional image consistent with the PMMC policy manual.

Math Ability: Ability to compute accurate billing and reimbursement scenarios based on payer and or government regulations or requirements. The basic math skills are required (e.g., ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals). In addition to those skills, computer mathematics is required for various software analyses that are required to operate PMMC software. (Examples: disk size, memory, and file size)

Language: Ability to effectively present information and respond to questions from groups of managers, fellow workers, clients, and customers. Write reports, business correspondence, internal communication, and client communication. Ability to read, analyze, and interpret issues that arise from the data, software, or the client.

Maintains confidentiality of any PHI they are exposed to, and to conform to all PMMC and HIPAA regulations.

• Be Productive & Efficient
• Demonstration of and commitment to PMMC’s core values of:
• Grow or Die
• Show Initiative
• Inspire Each Other
• Love to Win
• The ability to ‘Get the Job’, ‘Want the Job’, and have the ‘Capacity’ to fulfill the job, GWC
• Do the Right Thing

Education, Training and Experience:

Associate degree required

Bachelor’s degree, Advanced degree, MBA, or MHA a plus.

Experience: A minimum of 2 years of related experience and/or training; or equivalent combination of education and experience. Must possess strong analytical skills and understanding of healthcare reimbursement and coding.

Proficient with Windows operating systems and Microsoft Office Professional software including Outlook, Word, Excel, and Access required.