You Belong at Greenway

Bring your best and truest self. We celebrate what makes us different and what brings us all together. At Greenway Health, we are committed to an inclusive environment and a culture of belonging as we pursue our purpose of healthier communities, successful providers, and empowered patients. We are united in our goal to build the future of healthcare technology. Join us.

The Associate - FinOps provides service and support to clients by answering questions regarding their contractual agreements, licensing, billing, and researching items listed on their accounts.

Essential Duties & Responsibilities

• Respond to client inquiries or complaints regarding company products, contractual agreements, licensing, and billing via incoming telephone calls, written correspondence or email, and by using various system work queues
• Process electronic payments via inbound telephone calls
• Review and research account inquiries with respect to established policies, billing, procedures, contractual agreements, and current licensing practices
• Follow up on leader’s requests and internal requests
• Coordinate problem resolution with appropriate departments
• Results-driven and patient
• High degree of attention to detail and trustworthiness

Education and Experience

• High School Diploma/GED

Skills, Knowledge, and Abilities

Strong Communication Skills

• Verbal: Effectively communicate with clients to address concerns, answer questions, and provide updates.
• Written: Draft clear, professional emails and reports to clients regarding services, inquiries, and issues.
• Active Listening: Understand client needs and respond accordingly.

Customer Relationship Management (CRM) Knowledge

• Experience with CRM systems (e.g., Salesforce, HubSpot, or Microsoft Dynamics 365) to track and manage client interactions, log issues, and update account information.
• Ability to analyze and manage client data to provide personalized support.

Problem-Solving and Conflict Resolution

• Ability to address client concerns and resolve disputes or issues promptly.
• Proactive approach to identifying potential problems before they escalate.
• Handling difficult clients with patience and professionalism.

Product and Service Knowledge

• Deep understanding of the company’s products, services, and processes to assist clients effectively.
• Ability to explain technical aspects of services to clients in a simplified manner.

Time Management and Organization

• Managing multiple clients and tasks simultaneously without compromising service quality.
• Prioritizing client requests and ensuring timely follow-ups and resolution of issues.

Client Retention and Satisfaction Focus

• Understanding the importance of maintaining long-term relationships with clients.
• Identifying opportunities to upsell or cross-sell additional services that align with the client's needs.
• Regularly gathering and responding to feedback to ensure high client satisfaction levels.

Technical Skills

• Proficiency in office software (e.g., Microsoft Office Suite, Google Workspace) to create reports, presentations, and correspondence.
• Ability to work with software or tools specific to client management and operations.

Industry Knowledge

• Understanding the industry or sector the company operates in, enabling better support to clients.
• Keeping up with industry trends and competitive landscape to offer relevant solutions or advice to clients.

Analytical and Data Interpretation Skills

• Ability to analyze client data to identify trends, track performance metrics, and suggest improvements or strategies for better client engagement.
• Using data-driven insights to forecast client needs and optimize services.

Empathy and Emotional Intelligence

• Understanding and empathizing with client frustrations, concerns, or feedback.
• Building rapport with clients by recognizing their emotions and addressing their needs with care.

Multitasking and Flexibility

• Ability to handle different client demands and adapt to changing situations or client needs.
• Flexibility to switch between tasks or manage urgent requests on short notice.

Team Collaboration

• Working effectively with internal teams (e.g., sales, operations, technical support) to ensure smooth delivery of services and resolutions to client issues.
• Sharing client feedback with relevant departments for process improvement.

Attention to Detail

• Ensuring accuracy in client records, billing details, and service agreements.
• Attention to detail is crucial in spotting discrepancies or potential areas for improvement.

Sales and Business Development Acumen

• Identifying opportunities for expanding the business relationship by understanding client needs and recommending new services or upgrades.
• Supporting the sales team in maintaining client relationships and identifying growth opportunities.

Knowledge of Service-Level Agreements (SLAs)

• Understanding SLAs to ensure that the company’s commitments to clients are met.
• Managing client expectations based on agreed service standards.

Cultural Sensitivity

• Awareness and sensitivity to cultural differences, especially when working with international clients.
• Adapting communication and service delivery to accommodate diverse client backgrounds.

Work Environment/Physical Demands 

• While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday 
• This role requires that one can sit and regularly type on a keyboard the majority of their workday 
• This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as incoming and outgoing communications via the computer and/ or mobile devices. 
• The role necessitates the ability to listen and speak clearly to customers and other associates 
• The work environment is an open room with other associates and noise from others will be part of the regular workday 

Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer.  We do not discriminate based on race, religion, age, gender, national origin, sexual orientation, disability, or veteran status.