Client Operations Support Representative - Hybrid

Welcome to Ovation Healthcare!

At Ovation Healthcare (formerly QHR Health), we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions. 

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare’s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior. 

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork. 

Ovation Healthcare’s corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com. 

The Client Operations Support Representative performs clerical functions to support the Client Operations team and ensure client service level expectations are met at all times.

Education or Prior Experience:

• High school diploma required
•  1+ years of previous customer service experience required
• Hospital or Physician Business Office setting work experience preferred

Duties and Responsibilities:

• Manage open agent tickets relating to general account inquires through completion.
• Post any missing payments to accounts through RP function for client reconciliation process
• Maintain a thorough and effective contingency plan with Client Service Representative to ensure clients service level expectations are met at all times.
• Accountable for timely completion of assigned client specific reports and requirements.
• Take initiative and action to respond to, resolve, and follow up on customer service issues and client requests in a timely manner.
• Meet deadlines with frequent interruptions and redefined priorities.
• Communicate all feedback, client updates, and recommendations to all levels within the organization using professionalism, positive attitude, and discretion to achieve objectives.
• Provide feedback to Management on any issues concerning call center behavior as it relates to agent tickets

Required Knowledge, Skills and Abilities:

Knowledge

• Extensive knowledge of client requirements and guidelines

• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
• Efficient in Microsoft Office products, especially Excel and Word

• Knowledge in 10 key by touch typing
• Understanding of billing and recovery cycle
• Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA

Skills

• Active Listening — Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
• Speaking — Talking to others to convey information effectively.
• Service Orientation — Actively looking for ways to help people.
• Writing — Communicating effectively in writing as appropriate for the needs of the audience.
• Coordination — Adjusting actions in relation to others' actions.
• Time Management — Managing one's own time and the time of others.
• Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Abilities

• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team.
• Written Comprehension — The ability to read and understand information and ideas presented in writing.
• Written Expression — The ability to communicate information and ideas in writing so others will understand.
• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression — The ability to communicate information and ideas verbally so others will understand.
• Speech Recognition — The ability to identify and understand the speech of another person.
• Speech Clarity — The ability to speak clearly so others can understand oral communication.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
• Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.

Desired Qualities:

• Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
• Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
• Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
• Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
• Initiative — Job requires a willingness to take on responsibilities and challenges.
• Integrity — Job requires being honest and ethical.
• Discretion – Job requires the handling of sensitive information and keeping this information confidential. This job also requires discernment of knowing when information should be kept confidential, even when it is not explicitly stated to be so.
• Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.
• Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
• Persistence — Job requires persistence in the face of obstacles.
• Social Orientation — Job requires comfortably working with others, and being personally connected with others on the job.
• Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
• Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.
• Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.