Client Liaison

Position Summary

The Client Liaison serves as the primary point of contact between Optivate RCM and our clients.  This role is crucial for fostering and maintaining positive long-lasting client relationships. The Client Liaison is responsible for ensuring client satisfaction, understanding and anticipating their needs; and ensuring their satisfaction is met on every level. This position requires excellent communication skills, strong analytical skills, attention to detail, and the ability to solve problems and manage client expectations effectively within company SLA’s.

Key Responsibilities

• Build and foster strong, long-lasting relationships with clients through regular communication, meetings and check-ins. Act as the primary point of contact for all client inquiries and needs.
• Act as a trusted advisor to our clients; understanding their business goals and aligning our services to their needs.
• Serve as the driving force between clients and internal teams. Clearly and effectively communicate client feedback, requirements, and concerns to relevant departments.
• Coordinate with internal departments to ensure timely and effective resolution of client issues.
• Deliver timely updates to clients for ongoing projects, aligning service delivery dates and changes that may affect them.
• Present reports to the executive team as requested.
• Proactively identify and resolve client issues in a timely and professional manner. Escalate complex issues to Director of RCM Operations when necessary and follow through to ensure a satisfactory resolution.
• Monitors client accounts to ensure they are receiving expected level of service and identify opportunities for improvement or new product implementation.
• Assists in the onboarding process for new clients, ensuring a smooth and positive transition.
• Provides ongoing support to client on services, products and training.
• Maintains up to date client records of communication logs in CRM system
• Maintains a positive and collaborative working environment with other team members.
• Stay updated on new regulations and coding requirements, ensuring compliance and optimizing revenue capture.
• Abides by HIPAA Policy.
• Performs additional projects and job duties as assigned
• Push initiatives forward for review, documentation, and implementation.

Qualifications

• Bachelor’s degree in business administration, Healthcare Administration, or a related field (preferred) in lieu of degree 10 years working experience in the medical billing industry.
• Minimum of 3-5 years of experience in medical billing industry required.
• Ability to work independently, prioritize tasks effectively, and meet deadlines
• Proven track record of strong problem solving and negotiation abilities.
• A proactive and positive attitude with a strong commitment to client satisfaction.
• Ability to manage multiple projects and clients simultaneously while paying close attention to detail.
• Strong understanding of medical billing and coding practices (CPT HCPCS, ICD-10).
• Excellent communication, interpersonal, and organization skills
• Proficient in Microsoft Office Suite, and medical billing software.
• Travel required to yearly professional conferences
• Travel required to clients as needed

Why Join Optivate?

• Opportunity to help scale a rapidly growing ophthalmology-focused healthcare technology platform
• Comprehensive benefits including medical, dental, vision, and 401(k)
• Backing from a growth-oriented private equity partner committed to long-term investment and innovation
• Collaborative, entrepreneurial culture focused on the success of the customer and operational excellence
• Competitive compensation package and long-term growth potential