Client Account Representative - Healthcare

About FAIR Health

FAIR Health, Inc., a national, independent nonprofit organization, was established in October 2009 with the mission to help assure fairness and transparency in health insurance information. FAIR Health has created a database of over 44 billion de-identified private healthcare claim records-the largest in the country-which receives claims monthly and which serves as the foundation for a variety of data products, custom analytics and consumer tools. FAIR Health has also been certified by the Centers for Medicare & Medicaid Services as a 'Qualified Entity' and thus holds the entire collection of Medicare Parts A, B and D claims from 2013 to the present, which get routinely refreshed.

Our standard data modules, custom analytics and technological tools serve all participants in the healthcare sector nationwide; they are licensed to payors, third-party administrators, bill review companies, self-insured employers, government agencies, academic researchers and consultants. Our medical and dental data are used to inform statutes and regulations, healthcare cost indices, fee schedules, benefit and provider network design, practice/facility expansion, health systems research and dispute resolution, among other uses. We also offer a suite of consumer-oriented tools and resources available on our consumer website (fairhealthconsumer.org), as well as a mobile application, which can be licensed by other organizations.

Summary of Position

The Client Account Representative position is for an experienced client-oriented professional who will be responsible for managing client and prospective client inquiries, including how to understand and effectively use healthcare data products and online tools. This individual will also assist commercial customers, healthcare professionals and academic researchers and work closely with other internal FAIR Health groups, such as product management, sales, marketing, statistics and the technical and legal teams.

This is not a call-center or help-desk position. We are looking for a customer-focused professional who will learn how complex data products are developed and be adept at handling client relationships and resolving complex questions on technical and data-related issues.

The successful candidate will have experience from a healthcare, insurance, financial services, telecommunications or SaaS product background.

Primary Responsibilities

• Develop and maintain an understanding of FAIR Health products and methodologies.
• Receive and respond to inquiries by phone and email from FAIR Health clients, prospective clients, healthcare professionals and researchers, and assist them in understanding FAIR Health data products, consumer website and mobile apps.
• Research complex requests, escalate to internal teams when appropriate and respond to the client, while ensuring client satisfaction.
• Identify, navigate and evaluate inquiries regarding the appropriate FAIR Health product solution based on the clients use.
• Process and monitor complex requests through Salesforce to ensure rapid response and documentation.
• Support educational and onboarding orientation sessions.
• Develop statistical analyses and data visualizations based on client requests.
• Assist clients with online product licenses and payments.
• Manage callers, tasks and sales leads, along with all client communications, through Salesforce CRM system.
• Solicit and provide client feedback on product enhancements.
• Work with other groups within FAIR Health to ensure the customer perspective is represented in new products and enhancements.
• Observe information security policies and HIPAA guidelines of conduct to ensure the privacy and security of nonpublic information.

Knowledge and Skill Requirements

• Bachelors degree or equivalent.
• 3+ years of experience working with healthcare clients and/or consumers.
• Strong interpersonal and client service skills.
• Excellent verbal and written communications skills.
• Experience with customer service, account management and/or sales support.
• Analytical, critical thinking and problem solving skills.
• Knowledge of health insurance and medical and dental claims coding.
• Proficiency with Microsoft Word, Excel, Outlook and PowerPoint.
• Salesforce.com experience is a plus.
• Comfort working with complex data and technology tools.
• Technical understanding of format file structure and data models is a plus.
• Experience dealing with a broad range of clients, from healthcare providers and payors, to individual consumers.
• Bilingual in English and Spanish is a plus.

Our office is based in New York City, but we are currently remote and open to candidates looking for remote work.

Interested candidates should submit their resume to resumes@fairhealth.org.

Salary Range is 55K-65K

FAIR Health, Inc., is an equal opportunity employer and is an E-Verify participant.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, height, weight, sexual orientation, gender identity or national origin.

FAIR Health offers a competitive compensation package and includes the following benefits: Medical, Dental, Vision, Flexible Spending and Dependent Care Accounts, Life and Disability Insurance, Paid Time Off, Paid Holidays, 401(k) and Discretionary Bonus.