Job Summary: The Account Specialist is an integral member of the Client Services team. The primary responsibility of this position is to provide a high level of support for building and maintaining our key client relationships, and to provide advanced administrative support to the larger account team in all its efforts. This role contributes substantially to RevSpring’s goal of maintaining its leadership in the revenue cycle management industry. The AS is responsible for managing individual customer relationships and performs traditional account management functions like managing projects, facilitating solutions, processing change requests, and coordinating with cross-functional teams to meet customer needs and priorities. RevSpring Account Specialists provide outstanding customer service in a customer-centric company culture. The Account Specialist on the ICL Platform Team is in a unique position to both coordinate work on behalf of the customer, and to perform implementation functions. Tools at the fingertips of ICL Platform Team members enable Account Specialists to do more than just gather requirements, but also design, configure, and implement customer communication projects.
Essential Duties and Responsibilities - Expanding knowledge of Account Management profession
- Developed business acumen skills and regularly applies to work
- In-depth customer knowledge to provide appropriate solutions to customer needs
- Applies analytical and interpretation skills to problems of diverse scope
- Works with multiple client data files, integrates customer files into RevSpring systems and solutions
- Gains proficiency in RevSpring’s evolving products and services
- Facilitates customer change requests and organic growth projects using project management principles
- Demonstrates proficiency utilizing systems, tools, and procedures to accomplish job, including platform tools, CRM & ticket tools
- Develops knowledge of customer industry and business principles, such as:
- Understands key concepts, terminology, and challenges associated with the financial services industry and/or healthcare revenue cycle management industry
- Can speak to current trends and strategies in the financial services and/or healthcare revenue cycle management industry
- Links customer challenges to RevSpring solutions and can discuss with peers and customers
- Manages the operational success of a customer portfolio, guided by company objectives and customer priorities
- Assumes responsibility to improve the customer experience
- Has ownership over operational deliverables and outcomes for customers
- Provides exemplary customer service that promotes customer retention and growth
- Implement and maintain customer communication projects including:
- Requirements Gathering, Design, Configuration, and Successful Deployment of customer communication projects
- Update and/or convert customer communication projects to newer technologies and tools
COMPETENCIES Analytical – Synthesizes complex information; Collects and researches data driven questions; Uses intuition and experience to complement data; Design workflows and procedures Dependable – Demonstrate strong sense of ownership; Take responsibility for own actions; Keep commitments
Initiative - Undertake self-development activities; seek growth and new responsibilities
Leadership – Demonstrate confidence in self and others while exhibiting strong interpersonal skills; Work with minimal direction
Communication – Engage persuasively and professionally; Use impeccable listening skills
Problem Solving - Identify and resolve problems efficiently; Gather and analyze information skillfully; Develop solutions both independently and through collaboration; Exhibit excellent judgment
Execution - Demonstrated ability to handle multiple priorities simultaneously and meet deadlines
Quality - Demonstrate exceptional accuracy and thoroughness; Actively look for ways to improve and promote quality; Monitor own work to ensure quality
Education and/or Experience
- Bachelor’s Degree or equivalent work experience
- 2+ years in a related customer service role
- Knowledge of data helpful
- Experience in the Financial Services or Healthcare Revenue Cycle Management industries helpful
- General computer knowledge
- MS Office experience
Skills and Abilities
- Ability to maintain technical expertise and aptitude with web-based applications
- Must have strong interpersonal skills
- Demonstrated ability to manage multiple accounts, tasks, priorities, and deadlines
- Excellent judgment and discretion
- Organized and detail-oriented
- Must be able to work independently with self-motivation and enthusiasm
- Recognize problems, identify possible causes and resolve issues
- Team player with a “can do” attitude that can work in a fast-paced, ever-changing environment
- Ability to establish and nurture professional relationships with customers
- Up to 10% travel may be required
Language Skills: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from a variety of both internal and external sources.
Physical Capabilities: Standard categories The physical capabilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. RevSpring is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Note: This Job Description may not describe all of the job responsibilities and standards assigned to this position. The duties may change from time to time. RevSpring does not discriminate against any group in hiring or employment practices. Nothing in this job description constitutes a contract for employment.
