Overview

The Account Representative will aid the EDI Client Experience department in researching and maintaining the flow of client concerns efficiently. The Internal Support Account Representative’s main priority would be to review and assist in resolving the Help Desk work queues of Account Reps known to be out of the office. The Internal Support Account Representative would remain in the office and serve as a back-up to various levels of EDI Client Experience (as assigned by management) while helping to keep the department organized.

The EDI Internal Support Account Representative has an array of responsibilities and, therefore, should be comfortable with a fast-paced work day that often includes: multi-tasking, prioritizing, training, remaining organized, problem solving with attention to detail, and the ability to keep calm with a positive attitude while working independently, with clients, and/or as a team. 

Responsibilities

• Review and assist the work queues of Account Reps known to be out of the office while onsite at clients.
• Serve as an overall lifeline for the entire Client Experience team. Because of this, punctuality is a must. It is important to be on time for work (8:00 am – 5:00 pm EST), meetings, and following through on a commitment. 
• Contact & approve or reject new Quadax Portal login requests appropriately and timely.
• Provide backup support to cover phones for the Client Support Center (CSC) as needed.
• Conduct new Xpeditor Hosted remote installs (including any additional add-on products purchased at the time of the new Xpeditor sale).
• Document and summarize all training activity within an Account Management Activity Report (AMAR), and then submit the report through SharePoint within 24-48 business hours after the remote/phone install has been completed.
• Create & submit a weekly reporting.
• Assist in researching and creating training material for the EDI Client Experience team (as assigned) and provide a training session based upon their findings.
• Contribute to the maintenance and upkeep of the EDI Document Library by reviewing reference material and suggestions for updates, applying updates as approved, and then posting these documents within the Library.
• Attend not only their own weekly team meetings, but also their assigned teams’ meeting, general Client Experience EDI meetings.
• Serve as a mentor to newly hired Client Experience employees and/or CSC Reps as called upon (which is often a fun and very rewarding experience).
• Other duties as assigned.

Qualifications

• Bachelor’s degree and/or experience in the healthcare industry revenue cycle preferred
• EDI experience mandatory.
• Knowledge of EDI resources and applications.
• Ability to assist with client software training.
• Ability to establish priorities, proceed with objectives, and work independently
• Excellent written and verbal communication skills which would include client training either on site or by phone.
• Strong attention to detail & organization.
• Proficient with Microsoft Word, Excel, PowerPoint and Outlook