Sr. Coordinator, Client Services

 About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. 

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.  

JOB SUMMARY:

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.

• Lead resolution of complex client service issues, acting as the first escalation point and ensuring timely follow-up, especially for high-volume areas such as UM Appeals.
• Serve as a subject matter expert (SME) in UM Appeals and other key operational workflows, with deep understanding of payer-specific requirements, timely filing guidelines, and documentation standards.
• Monitor and analyze operational performance, identifying trends and opportunities for improvement, and delivering actionable insights to enhance service delivery and client satisfaction.
• Develop and maintain training resources, including SOPs and best practices, while mentoring and onboarding new team members.
• Collaborate with Strategic Advisors, technical teams, and operational stakeholders to resolve escalated issues, support strategic initiatives, and improve client outcomes.
• Perform additional duties as assigned that align with departmental and company growth initiatives.
• Skills & Competencies:
• Strong interpersonal skills; approachable and effective across diverse teams
• Computer proficient.
• Demonstrates initiative and accountability in resolving issues and driving outcomes
• Works independently while contributing effectively to team goals
• Exceptional organizational and time management abilities
• High attention to detail and accuracy in documentation and task execution
• Ability to manage multiple priorities and track deliverables across projects
• Excellent written and verbal communication skills, with a professional and client-focused tone
• Customer-focused mindset with a commitment to service excellence
• Adaptable in a fast-paced, collaborative environment
• Strong critical thinking and problem-solving skills, especially appeals workflows
• Comfortable collaborating with cross-functional teams, including Strategic Advisors, technical, and operational stakeholders
• Commitment to HIPAA/HITECH compliance and confidentiality in all communications and documentation

• High School Diploma or equivalent required
• Bachelor’s degree strongly preferred
• Client Services experience required
• 1–2 years in healthcare appeals workflows, including managing appeal submissions, interpreting payer-specific requirements, and an understanding of timely filing guidelines
• Knowledge of healthcare revenue cycle operations, including prior authorization, denials management, and appeals resolution
• Prior experience accessing hospital EMRs and payer portals strongly preferred
• Experience with Salesforce preferred
• Experience as a Business Analyst or Project Management preferred
• Proficiency in MS Outlook, PowerPoint, Word, and Excel.
• Demonstrated ability to communicate clearly and professionally
• Experience collaborating with Strategic Advisors and cross-functional teams (technical, operational, and client-facing) to resolve escalated issues and communicate outcomes
• Familiarity with HIPAA and healthcare compliance standards in client communications and documentation

PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.