Maximize client reimbursement through accurate and timely entry and processing of patient demographic information in accordance with client, company, and compliance standards. This includes searching multiple resources to obtain correct patient demographics and insurance in order to submit claims for reimbursement.

Major Responsibilities/Activities

• Using various defined resources along with sound judgment and critical thinking, enter direct data from EPIC and/or other hospital billing software into EMS|MC billing software ensuring adherence to client, company, and compliance standards.
• Check various insurance websites to discover and verify patient insurance maximizing reimbursement.
• Updating patient insurance and/or demographic information accurately from various databases.
• Ensure strict compliance with company standards regarding patient matching when adding patient information to avoid inaccurate updates.
• Provide proactive and routine feedback to Claims Management Supervisor regarding any deficiencies, variances, and/or other issues identified during the billing process, including variances with incoming inventory. 
• Process all assigned pending and rejected claims in a timely and accurate manner.
• Exhibit strong customer service skills to build and maintain internal relationships in order to best address client needs.
• Meet or exceed contracted client service level agreements (SLAs) concerning turn-around-times and compliance standards on a consistent basis. 
• Conduct all job tasks, duties, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations. 
• Consistently support and demonstrate the company mission and values. 

Other Responsibilities/Activities

• Perform other necessary tasks as assigned. 
• Working additional assignments for all hospital data as assigned.
• Involvement in special projects or meetings as directed. 
• Provide backup assistance to other team Coding Specialist and Revenue Cycle Specialist as needed or when hospital data backlog is complete.
• Provide backup assistance to Customer Service department as needed or when hospital data is complete.

Performance Success Factors

Maintain or exceed specified performance standards for each client, to include but not limited to Contracted Service level Agreements, A/R Aging, Net collection Percentages, and Average Cash per Trip.

Required Education, Skills, & Experience

• High School Diploma 
• At least one-year experience in health care office, production, or clinical environment or comparable classroom experience
• Strong comfort level learning new computer programs and software at a rapid pace 
• Self-motivated, goal oriented, and takes ownership of work
• Ability to learn, understand and work within specific client requirements 
• Ability to learn, understand and apply applicable HIPAA, Medicare, Medicaid, insurance, and liability regulations/guidelines 
• Willing and able to adapt to changes in work environment, procedures, priorities, and job duties
• Willing and able to receive positive and negative feedback and apply it to work environment in an appropriate and effective manner 
• Strong internal customer service skills 
• Good verbal and written communication skills 
• Positive interpersonal skills with the ability to function well within a cross- functional team setting and independently 
• Detail oriented with strong desire for accuracy 
• Must be able to manage time and maintain focus, concentration, and productivity while performing repetitive and sometimes mundane work 
• Strong, accurate data entry skills

Preferred Education, Skills, & Experience

• Prior EMS billing or EMS or healthcare revenue cycle experience
• Detailed knowledge of Medicare, Medicaid, Insurance, and patient claims
• Prior data entry experience 
• Proficient in EMS|MC billing software
• Experience in working in Hospital data base such as EPIC 

Working Environment/Physical Requirements

• General Office Environment
• Typing /entering data almost continuously 
• Sitting for long period of time, some standing, some light lifting 
• Use of basic office equipment such as fax, printer, copier, telephone

Join LINQ as a Client Service Specialist II and be a part of a collaborative and client-focused team that aims to exceed expectations and drive positive client experiences at LINQ Services. We are currently growing our support team to serve our clients 24/7 and are looking for experienced call center workers who are comfortable working in a queue and delivering exceptional customer service to help us achieve this goal.

This is a full-time, fully remote position open to individuals eligible to work in the United States of America and Canada. Individuals who are located near our Pittsburgh, PA offices will be considered for a Hybrid Remote position and be given preference.

Our Client Services Specialist II role is our experienced, client focused specialist position. They support our clients through exceptional customer service, maintaining a positive and quality relationship, and providing support through creative problem solving. As a Client Service Specialist II at LINQ, you will be at the forefront of building strong and lasting relationships with our valued clients through email, chat and phone support tickets. Your main responsibility will be to provide exceptional support and assistance, ensuring client satisfaction and loyalty. We are seeking a dedicated and proactive professional who is passionate about delivering outstanding service and understands the importance of client-centricity.

Key Responsibilities:

· Respond to client e-mail, chat and phone support requests such as questions, status checks, phone activations, phone orders, account suspensions, cancellations, and other concerns.

· Use multiple online systems and support tools to effectively resolve tickets.

· Resolve assigned tickets accurately and in a timely manner.

· Prioritize tickets based on urgency and severity, ensuring the most critical issues are addressed promptly.

· Collaborate with colleagues and escalate appropriate tickets to more advanced agents in a seamless manner when required for the best client experience.

· Meet or exceed Key Performance Indicators for the role such as number of tickets handled and response times

· Complete client bulk action requests as they come in or when they are assigned out by a manager or lead.

· Maintain and stay current with a working knowledge of key processes and procedures of multiple vendor platforms.

· Monitor and assist in team messaging platforms to assist fellow agents with inquiries.

· Stay up to date with Technical and MDM (Mobile Device Management) training courses offered by LINQ.

· Have knowledge of and assist clients with phone migrations.

· Support as appropriate with escalated cases

· Staff after hour support for on-call Holidays as needed.

Compensation:

Hourly Wage: $20.19-22.12 dependent upon qualifications

This position is eligible for pre-approved overtime and performance based incentives

Available Shifts:

We are currently hiring for daytime shifts Monday-Friday. Schedules start between 7:00AM and 10:00AM Eastern time and end between 4:00PM and 7:00PM Eastern time. Specific schedules available will be discussed during interview process. 

Company Benefits:

Generous medical, dental, and vision insurance benefits, Fully funded HRA with medical plan, optional dependent care FSA; Employer-paid Life/ADD insurance; Employer-paid Employee Assistance Program (EAP); 401(k) plan plus match and immediate vesting; PTO/Flexible time off, Sick leave; Paid parental leave, Paid medical leave for pregnancy and childbirth, Compassionate leave, Jury Duty leave, Voting leave; Unpaid FMLA leave, unpaid personal leave, and Military leave; 10 paid holidays per year; 3-week paid 5-year sabbatical; Dog-friendly workplaces with Pet Insurance option; 12 free Ubers rides per year; Catered in-office lunches…AND MORE!

Required Qualifications-Candidates who do not meet these qualifications will not be considered:

• Minimum 1 year of prior call center experience
• High school diploma, GED or equivalent
• Reliable, private and secure remote internet with minimum speed requirements of 20Mbps Down/10Mbps Up
• Dedicated private work location without significant background disruptions
• Basic skills in use of personal computer and use of Microsoft Office suite (Word, Excel, Outlook).
• Excellent verbal and written communication skills with a focus on active listening.
• Strong interpersonal skills, with the ability to build rapport and trust with clients.
• Problem-solving mindset and the capacity to handle challenging situations with diplomacy.
• Detail-oriented and highly organized, capable of managing multiple client interactions simultaneously.
• Customer-centric attitude with a genuine passion for providing top-notch service.
• Ability to work a flexible work schedule

Preferred Qualifications (Candidates meeting these qualifications will be a best match for the position)

• Proficiency in using CRM software
• Two years of customer service experience.
• One-year prior experience with mobile or technical products.
• Prior Experience with Salesforce.
• Understanding of cellular services and markets.
• Basic knowledge of mobile devices set-up, usage and backup functions