Client Success Specialist I

This position is remote.

Quick Med Claims (QMC) is a nationally recognized leader in emergency medical transportation billing and reimbursement. QMC is committed to providing services in a manner that ensures compliance with all applicable billing and reimbursement regulations while maximizing the capture of allowable reimbursement for each client. The commitment to adherence to both principles make QMC the partner of choice for emergency medical transportation providers. 

Summary:

Responsible for creating, nurturing and sustaining long-term relationships with Quick Med Claims’ established client base. Specifically, those clients assigned to the Select Client Segment (SCS) Team. This position will focus primarily on Client retention and safeguarding the revenue stream.  

Responsibilities:

• Adhere to all QMC HIPAA privacy policies and procedures. This includes always maintaining the confidentiality and security of sensitive patient information.
• Ensures consistent adherence to company attendance policies.
• Service as a Point of Contact (POC) for client interactions for those clients associated with the Select Client Segment. 
• Assist with resolving issues and where necessary, escalate issues to or other key QMC staff and our BPOs as needed.
• Receive and enter Client interactions into Jira Service Desk ticketing system.
• Manage all client inquiries received primarily through the Jira Service Desk Ticketing system.
• Resolve and track client requests via the Jira Service Desk.
• Work with internal Team Members as well as assigned BPOs to further address and resolve tickets.
• Work with client base to create processes to enhance their business model and increase revenue, E.G., charge structure review, trip imports, ETC.
• Monitor contract terms and renewals.
• Understand roles of responsibility within QMC for obtaining key information from client inquiries (tickets).
• Captures important documents in the client Customer Record into NetSuite platform.
• Proactively maintains a cooperative and productive relationships with assigned clients.
• Monitor OEMS licenses dates, renewals and regional industry factors affecting our clients.
• Adhere to HIPAA and compliance requirements.

Education and Experience:

• High School Diploma or Equivalent required
• Customer service experience
• Must be able to interact well with all levels of a client’s organizational structure. This includes both administrative, leadership and operational personnel.
• Must be proficient in the use of MS Office 365
• Must be willing to train and navigate using Jira Service Desk Features used primarily by the Select Client Segment Team

Skills:

• Strong oral and written communication skills
• Intermediate computer skills, including working knowledge of Microsoft Word, Excel and Outlook
• A customer-oriented attitude & strong interpersonal skills 
• Strong Organizational skills
• Must display sufficient written and oral communication skills
• Must have the ability to work in a fast-paced environment
• Problem solving skills
• Understanding of HIPAA
• Ability to work prioritize and independently to manage all types of client interactions both via Jira, email and through verbal communication.
• Ability to manage a high volume of client interactions and systematically provide ongoing follow-up to received inquiries by keeping the ticketing system updated and current.

Benefits:

• Comprehensive & competitive benefit package
• Generous 401k Company Match Program
• Profit Sharing Potential
• Bonus Program Potential
• Flexible work schedules 
• Paid time off and holidays