Client Services Spec

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration. 

As a Client Services Specialist on the Application Support team, your role will be to provide technical support and troubleshooting services for specific R1 applications that are critical to the financial goals and compliance responsibilities for the Revenue Performance Solution and Revenue Recovery services.  In addition, the Client Services Specialist will be responsible for completing ad-hoc projects and assignments. This role will report to the Application Support Manager.

JOB DUTIES

• Resolve a queue of tickets submitted to Application Support by internal and external stakeholders
• Demonstrate advanced troubleshooting skills, logical analysis/research skills and complex problem resolution skills to effectively present issues with potential solutions or logical steps in resolving issues
• Write user stories with accurate acceptance criteria that will be used by development, to ensure that the stakeholder concern is effectively captured and addressed by the product owner
• Ensure responses to all support tickets, both internal and external, meet or exceed Service Level Agreements (SLA)
• Perform root cause analysis and investigation into incidents while maintaining ownership from first contact to ticket resolution
• Manage application configuration to ensure optimal levels of function, cybersecurity, and performance
• Create and maintain Standard Operating Procedure documentation

REQUIRED QUALIFICATIONS

• 1+ years of customer service experience
• Proven experience in working with at least one reporting based product (MS Excel, MS Power BI, Tableau, etc.)
• Proficient in Microsoft Word, Excel, Outlook, PowerPoint
• Excellent verbal and written communication skills

DESIRED QUALIFICATIONS

• Strong attention to detail and organization skills
• Ability to test, analyze, troubleshoot and isolate complex problems
• Experience working in a remote environment with a ticket-based system (Jira, Azure DevOps, ServiceNow, Salesforce)
• Service-oriented with demonstrated ability to maintain high levels of customer satisfaction
   

The healthcare system is always evolving — and it’s up to us to use our shared expertise to find new solutions that can keep up. On our growing team you’ll find the opportunity to constantly learn, collaborate across groups and explore new paths for your career.

Our associates are given the chance to contribute, think boldly and create meaningful work that makes a difference in the communities we serve around the world. We go beyond expectations in everything we do. Not only does that drive customer success and improve patient care, but that same enthusiasm is applied to giving back to the community and taking care of our team — including offering a competitive benefits package.

R1 RCM Inc. (“the Company”) is dedicated to the fundamentals of equal employment opportunity. The Company’s employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

If you have a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at 312-496-7709 for assistance.

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To learn more, visit: R1RCM.com

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