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Customer Advocate Rep II

Company: nThrive
Location: Myrtle Point
Posted on: January 27, 2023

Job Description:

Who we are
FinThrive is advancing the healthcare economy. We rethink revenue management to pave the way for a healthcare system that ensures every transaction and patient experience is addressed holistically. Were making breakthroughs in technologydeveloping award-winning revenue management solutions that adapt with healthcare professionals, freeing providers and payers from complexity and inefficiency, so they can focus on doing their best work. Our end-to-end revenue management platform delivers a smarter, smoother revenue experience that increases revenue, reduces costs, expands cash collections, and ensures regulatory compliance across the entire revenue cycle continuum. Weve delivered over $8.8 billion in net revenue and cash to more than 3,245 customers worldwide. When healthcare finance becomes effortless, the boundaries of whats possible in healthcare expand. For more information on our new vision for healthcare revenue management, visit

What we offer
Our people make us great. We know that our colleagues are the most integral part of our story.

We offer a flexible, work-from-anywhere environment -coming together across time zones, countries, home offices and computer screens. Our valued team members work across the U.S., Canada, India and beyond.

We encourage you to take time away from work whenever you need it. Our flexible time off lets you make time for what matters most. We want you to travel, refresh, spend time with family and friends, and give back to your communities.

Were big on professional development. Through training and education, we help you develop the skills you need to excel in your role and beyond.

Were proud of our award-winning culture. We've been certified as a Great Place to Work since 2017. Our goal is to engender a culture based on diversity, inclusion and respecta culture where your voice is valuedand you always have a seat at the decision-making table.

FinThrive Perks
Fully remote working environment
Flexible time off (FTO)
Professional development opportunities
12 Weeks of paid parental leave
In-person and virtual company retreats
5-days of paid volunteer hours at an approved 501(c)(3) Organization
Company lump-sum contribution to HSA-eligible medical enrollees
401k Eligible upon date of hireup to 3% company match
Exclusive discounts from your favorite brands via PerkSpot
Impact you will make
The Customer Operations Advocate II position will allow the associate to develop their customer experience skills by enhancing their ability to recognize root causes for customer engagement while identifying and addressing revenue impacting issues. The associate will manage the end-to-end customer experience. As a member of the Customer Operations Team, the associate will be the customers advocate by devising strategies and tactics to help customers gain more value from our product and services. In addition, the associate will be evaluating data for quality and analyzing customer behavior, which will have an impact on metrics that drive revenue for the customers and our company

What you will do
Build and Maintain Customer Relationships
Handle customer inquiries via phone, email, and Contact Us portal
Conduct proactive outreach to ensure product utilization
Administer Accounts in Main Customer Facing Website (Eportal)
Lead Customer training on Main Customer Facing Website (Eportal)
Review, Identify, and Implement Improvements on customer behavioral metrics (Account view rate, type of feedback, exclusions, coding, transactions, and invoicing)
Complete Monthly red customer analysis reports
Conduct Manual Demographic file extraction and upload
Identify Missed Reporting Opportunities
Identify Invaluable coverage and escalate to be removed
Ensure Insurance Discovery Coverage Reports are delivered successfully to customer
Conduct specialty reporting procedures by adding, billing, and noting coverage on behalf of customer
Review Ambiguous Transaction Accounts
Handle Monthly Invoicing Close responsibilities for assigned customers
Review and process invoice adjustment requests
Train and educate customer on exclusions and invoice adjustment requests
Complete on-going revenue producing projects
Focus and meet (if not exceed) yearly performance goals
What you will bring
Intermediate experience with Microsoft Word, PowerPoint, Excel, and Outlook, and the ability to type at least 50 wpm and 10 key
The drive to continuously improve customer relationships
The determination to identify and resolve revenue impacting issues
A positive attitude and the ability to put interest of the team before individual interests
Experience with training customers on product knowledge
Excellent communication skills (verbal and written)
Previous experience with customer retention
Ability to handle multiple tasks/projects while meeting deadlines on deliverables consistently
Expertise in providing an amazing customer experience (via email and phone)
Skill to collaborate with multiple teams
Ability to handling unique or difficult customer situations
Experience with developing, reviewing and maintaining spreadsheets in Excel
Experience in analyzing data
Ability to self-manage and prioritize assignments
Comfort with day to day changes in priorities based on customer needs
Associates or Bachelors Degree or equivalent experience
What we would like to see
Advanced experience in Microsoft Excel and experience with Sales Force
Experience in Analyzing and working with Complex Data
Intermediate experience with data interpretation
Intermediate Healthcare and Revenue Cycle Experience
Advanced Problem Solving and Out of the box root cause thinking
Ability to create pivot charts for large amounts of data in Excel
1+ year(s) working in an office setting or job environment where productivity is based on customer results

Keywords: nThrive, Medford , Customer Advocate Rep II, Other , Myrtle Point, Oregon

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