Aspirion

Role Description The Sr Technical Account Manager (TAM) serves as the primary technical liaison for client's post-implementation, ensuring the successful operation, optimization, and ongoing health of all client data integrations, file workflows, and reporting processes. This role partners cross-functionally with Client Success, Operations, Data & Engineering, Product, IT, and Implementations teams to proactively resolve technical issues, improve workflows, and drive scalable client outcomes. The TAM combines strong client-facing communication skills with technical and operational expertise to translate complex challenges into actionable solutions, while maintaining accountability for the day-to-day technical performance of assigned clients. Key Responsibilities - Client Technical Ownership & Partnership - Serve as the primary technical point of contact for client's post-implementation, supporting ongoing engagement and relationship health. - Act as the technical liaison in client-facing meetings, including discussions related to file workflows, integrations, reporting outputs, and system functionality. - Translate client technical needs into clear internal requirements, user stories, and execution plans. - Support Client Success Directors in executive business reviews (EBRs) and strategic growth discussions. - File & Data Operations Management - Monitor and validate the daily health of inbound client placement files and data feeds, ensuring timely receipt, accurate formatting, and successful system processing. - Track and analyze daily placement volumes, identifying anomalies (spikes/drops) and coordinating resolution with Operations and Client Success. - Oversee outbound file delivery processes (sFTP, reporting files, notes, vendor outputs) and coordinate resolution of failures. - Perform recurring inventory reconciliations to validate placement counts, balances, and data integrity between systems. - Technical Issue Resolution & Risk Management - Own the end-to-end coordination and resolution of technical issues, including file ingestion failures, reporting discrepancies, and workflow interruptions. - Facilitate cross-functional collaboration across Data, Engineering, Product, Operations, IT, and Implementations teams to resolve issues. - Perform and support root cause analysis and implement preventative solutions. - Proactively identify and escalate technical risks impacting client performance or experience. - Vendor & Integration Management - Manage vendor-related file workflows (e.g., Healthfuse, Huron, and other partners), including onboarding new integrations and maintaining ongoing performance. - Coordinate testing, validation, and deployment of new file processes and integrations. - Ensure consistent delivery, accuracy, and issue resolution across all third-party data exchanges. - Automation, Optimization & Scalability - Identify opportunities to reduce manual processes and improve operational efficiency. - Partner with Data & Engineering teams to automate reconciliation processes, monitoring, alerting, and recurring deliverables. - Drive continuous improvement initiatives focused on scalable client operations and performance optimization. - Technical Change Management & Enhancements - Lead client upgrades, system enhancements, and process improvements in coordination with Implementations and Client Success teams. - Coordinate testing, validation, and rollout of technical changes across internal and client stakeholders. - Identify clients with upgrade or optimization opportunities and drive execution of those initiatives. - Cross-Functional Collaboration & Execution - Act as the central connector across Product, Data, Operations, IT, Credentialing, Implementations, and Client Success teams. - Drive accountability and follow-through across teams to ensure timely execution and communication. Qualifications - Bachelor’s degree in healthcare administration, Information Systems, Business, Computer Science, or a related field preferred. - 5+ years of experience in Technical Account Management, Client Success, Healthcare Technology, Implementations, or related roles. - Strong understanding of data workflows, integrations, reporting logic, and system processes. - Experience working in cross-functional environments with Product, Data, and Operations teams. - Excellent communication skills with the ability to explain technical concepts to non-technical audiences. - Strong problem-solving, organizational, and stakeholder management skills. Requirements - Timely and effective technical issue resolution. - Accuracy and consistency of file transfers and data processing. - Reduction in recurring technical issues and escalations. - Improved workflow efficiency and automation adoption. - Strong client satisfaction and relationship health. - Effective cross-functional collaboration and execution. What Success Looks Like A successful TAM is proactive, detail-oriented, and highly collaborative, anticipating risks before they impact clients, simplifying complex technical challenges, and ensuring seamless execution across teams. They play a critical role in bridging client expectations and internal delivery, ultimately driving operational excellence, scalability, and long-term client success.

• Manage real-time work distribution to balance workloads and ensure continuous progress • Monitor account movement across workflow stages and intervene to prevent delays • Identify and escalate workflow bottlenecks or system issues impacting throughput • Lead, coach, and support a team of 8–15 team mates • Provide real-time feedback to improve productivity, quality, and adherence • Conduct 1:1s and performance discussions to reinforce expectations • Track productivity, quality, and cycle time metrics • Address performance gaps quickly and reinforce accountability • Ensure adherence to payer guidelines, internal processes, and regulatory requirements • Maintain audit readiness and enforce HIPAA compliance • Support resolution of complex or escalated accounts • Provide guidance on payer requirements and workflow expectations • Support onboarding and ongoing training for team members

• Drive portfolio-level performance across assigned clients, ensuring alignment to revenue, throughput, cycle time, and quality targets • Accelerate new client ramp and stabilization, reducing time to standard operating performance • Eliminate silos by aligning cross-functional teams to deliver consistent, predictable outcomes • Improve client satisfaction through proactive performance management and structured issue resolution • Enable scalability through standardization, process improvement, and automation adoption

• Follow-up with insurance carriers on underpaid claims by phone; complete follow-up actions as advised • Research claim variances in hospital patient accounting systems (EPIC, Meditech, Cerner, Athena) • Draft appeals to insurance carriers on denied or underpaid claims • Review claim detail including coding, billing and insurance information for discrepancies • Run claims data through various pricing software

• Review and analyze medical records and denial rationale to develop clinically supported appeal arguments • Interpret and apply clinical guidelines (e.g., InterQual, Milliman) to support medical necessity determinations • Prepare, edit, and enhance appeals using internal tools (e.g., DOCIQ) • Accurately assign denial root causes and complete nurse review reporting • Identify denial trends and escalate insights to support prevention strategies and process improvement • Document all case activity clearly within internal and client systems • Participate in quality control reviews and provide feedback to improve appeal effectiveness • Serve as a clinical subject matter expert for team members and cross-functional partners • Support onboarding, training, and ongoing education for clinical staff • Collaborate with operations and leadership to meet client expectations and performance goals • Maintain productivity and quality standards in a metrics-driven environment

• Own end-to-end credentialing for clinicians/providers across multiple states and payers (as applicable), including new credentialing, recredentialing, and ongoing maintenance. • Supervise and coach credentialing staff to maintain high performance standards and ensure timely provider onboarding • Collaborate with client success team and directly with clients to streamline credentialing and onboarding workflows to build and sustain client relationships • Create and maintain SOPs, checklists, and QA processes to ensure accuracy, completeness, and audit readiness. • Partner with HR and Recruiting teams to align hiring timelines with credentialing processes • Create and maintain tracking reports, performance standards, and measure outcomes in collaboration with the Credentialing and service lines • Collaborate with Compliance/Legal to ensure adherence to external compliance where required and internal policies. • Promote continuous process improvement and customer service excellence • Ensure compliance with employment laws, HR policies, and affirmative action requirements • Develop, implement, and administer credentialing documentation, identify issues, and follow up for resolution departmental policies and procedures • Maintain integrity, accuracy, and completeness of credentialing databases

• Review/work denials from an explanation of benefits (EOB) statement • Analyze A/R (Accounts Receivable) reports to follow up on unpaid claims • Compose and submit appeals to insurance companies • Submit required documentation to insurance companies as requested • Research claims for information to process bills in a timely manner • Communicate with insurance companies, adjustors and patients on a regular basis • Correct errors and resubmit all unprocessed or returned claims to insurance companies • Correct UB04 and HCFA bills • Maintain productivity standards • Perform other duties as assigned by Direct Report

• Build, maintain, and govern payer and plan data across workflow and pricing systems. • Configure and manage submission addresses and methods. • Standardize payer and plan names, aliases, and identifiers. • Analyze and resolve routing exceptions and data discrepancies. • Audit payer master data to ensure accuracy, completeness, and integrity.

Role Description The Staff Assistant III will support the Aspirion team by handling all administrative responsibilities, including but not limited to submitting required documentation to insurance payers on behalf of the Account Owner to support appeals, reconsiderations, and related claims processes. This role plays a critical role in ensuring timely and accurate submissions to optimize claim resolution and reimbursement. - Prepare, compile, and submit required documentation to insurance payers as directed by the Account Owner - Ensure the accuracy and completeness of all documentation submitted - Notate internal systems and external systems with clear, accurate updates on all submission efforts and statuses - Work closely with account owners to ensure timely processing of accounts - Maintain working knowledge of and adherence to internal and external Process and Protocols - Securely maintain personal credentials (username and password) for internal and external systems - Adhere to HIPAA compliance rules and regulations - Report any violations relating to company policy protocol - Escalate issues (e.g., payer, submission, etc.) to Manager - Consistently demonstrate Aspirion’s values, portraying positive, respectful, and collaborative interpersonal skills Qualifications - Familiarity with insurance payer processes and documentation requirements - Ability to write grammatically correct routine business correspondence - Ability to stay organized with strong focus on attention to detail - Ability to problem-solve, prioritize duties and follow-through completely with assigned tasks - Ability to work in a fast-paced environment while remaining calm and professional - Ability to multi-task, effectively switching between tasks as required - Proficiency in Microsoft Office products including Outlook, Word, and Excel - High School Diploma or equivalent Requirements - Some college coursework in Health/Business Administration preferred - Previous experience with payer documentation guidelines and submission protocol is preferred - Previous experience as a Staff Assistant II preferred Core Expectations - Demonstrate integrity and ethics in day-to-day tasks and decision making - Operate effectively in the environment and the environment of the work group - Maintain a focus on self-development and seek continuous feedback and learning opportunities - Support Compliance Program by adhering to policies and procedures pertaining to HIPAA, GLBA, FCRA, and other laws applicable to business practices - Become familiar with Code of Ethics, attend training as required, notify management when there is a compliance concern or incident - HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations - US remote-based colleagues are not permitted to work from a location outside of the United States, at any time, without prior, written approval Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Disclaimer The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. This position may be required to perform other duties. If such work becomes a permanent and regular part of the job, a new description will be prepared. Aspirion is an Equal Opportunity Employer and does not discriminate on the basis of age, color, disability, ethnicity, marital or family status, national origin, race, religion, sex, sexual orientation, gender identity, military veteran status, or any other characteristic protected by law.

Role Description The Staff Assistant III will support the Aspirion team by handling all administrative responsibilities, including but not limited to: - Submitting required documentation to insurance payers on behalf of the Account Owner to support appeals, reconsiderations, and related claims processes. - Ensuring timely and accurate submissions to optimize claim resolution and reimbursement. What you will do: - Prepare, compile, and submit required documentation to insurance payers as directed by the Account Owner. - Ensure the accuracy and completeness of all documentation submitted. - Notate internal systems and external systems with clear, accurate updates on all submission efforts and statuses. - Work closely with account owners to ensure timely processing of accounts. - Maintain working knowledge of and adherence to internal and external Process and Protocols. - Securely maintain personal credentials (username and password) for internal and external systems. - Adhere to HIPAA compliance rules and regulations. - Report any violations relating to company policy protocol. - Escalate issues (e.g., payer, submission, etc.) to Manager. - Consistently demonstrate Aspirion’s values, portraying positive, respectful, and collaborative interpersonal skills. Qualifications - Familiarity with insurance payer processes and documentation requirements. - Ability to write grammatically correct routine business correspondence. - Ability to stay organized with strong focus on attention to detail. - Ability to problem-solve, prioritize duties and follow-through completely with assigned tasks. - Ability to work in a fast-paced environment while remaining calm and professional. - Ability to multi-task, effectively switching between tasks as required. - Proficiency in Microsoft Office products including Outlook, Word, and Excel. - High School Diploma or equivalent. Requirements - Some college coursework in Health/Business Administration preferred. - Previous experience with payer documentation guidelines and submission protocol is preferred. - Previous experience as a Staff Assistant II preferred. Core expectations - Demonstrate integrity and ethics in day-to-day tasks and decision making. - Operate effectively in the environment and the environment of the work group. - Maintain a focus on self-development and seek continuous feedback and learning opportunities. - Support Compliance Program by adhering to policies and procedures pertaining to HIPAA, GLBA, FCRA, and other laws applicable to business practices. - Become familiar with Code of Ethics, attend training as required, and notify management when there is a compliance concern or incident. - HIPAA-compliant handling of patient information and demonstrable awareness of confidentiality obligations. - US remote-based colleagues are not permitted to work from a location outside of the United States, at any time, without prior, written approval. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Disclaimer The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. This position may be required to perform other duties. If such work becomes a permanent and regular part of the job, a new description will be prepared.