Ensemble Health Partners

• Support the Manager, Accounts Receivable in the development of department team members. • Assist Accounts Receivable Specialists with problematic claims and questions regarding processes. • Implement short- and long-term plans and objectives to improve revenue and denial trends. • Work with insurance companies or government payers to identify reasons for unpaid or denied claims. • Review Leadership No Touch Report to ensure all high dollar accounts are reviewed monthly. • Conduct team huddles to efficiently cover new or evolving training focuses. • Prepare monthly reports as requested. • Ensure adherence to the departmental budget, including overtime. • Maintain and communicate any associate behavior, performance and attendance issues.

• Reporting directly to VP, Patient Access, the AVP Patient Access provides enterprise-wide strategic leadership for all front-end revenue cycle operations, which may include scheduling, registration, insurance verification, public benefits, and financial clearance. • Oversees multiple cost centers and sets long-term objectives to optimize patient experience, enhance operational efficiency, and drive financial performance. • Develops and executes innovative strategies that align with organizational goals, leveraging technology and process improvements to streamline workflows and improve the patient experience. • Requires extensive leadership capabilities to guide large, diverse teams, foster cross-functional collaboration, and build a culture of accountability and continuous improvement. • Analyzes performance metrics, forecasts trends, and implements initiatives that reduce barriers, mitigate risk, and support sustainable growth. • Weekly travel within the market will be required with this position (75% to 100%).

Title: Customer Service Specialist Location: United States Full time job requisition id R046992 Thank you for considering a career at Ensemble! Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference! O.N.E Purpose: - Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. - Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. - Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results. The Opportunity: The Customer Service Specialist handles the incoming calls from patients for Customer Service. Performs all customer service duties that occur with a focus on managing the resolution of the phone call and all written and documented communication within the systems and is committed to assisting in meeting all business needs. Hourly pay: $17.00 to $18.65 based on experience Essential Job Functions: The Customer Service Associate Specialist performs all customer service and collection activities across the Revenue Cycle. Job duties include, but are not limited to: - Answering patient questions regarding statements - Posting guarantor payments - Setting up payment plans within our policies - Researching and resolving issues with accounts that have been identified by patients - Reaching out to appropriate departments to resolve any requests made by patients connecting patients with financial counseling department for charity screening - Communicating patient balances - Meeting collection goals as set by department, and providing excellent customer service for all of our patients - Must have knowledge of all areas of the Revenue Cycle. Communicate and partner with other areas of Ensemble and Revenue Cycle to resolve customer service issues - Performs other duties as assigned. Employment Qualifications: - Customer Service and Call Center experience preferred - 1-2 years’ experience in healthcare industry preferred - Minimum Education: High School Diploma or GED - Certifications: CRCR within 9 months of hire. - Must be inquisitive and demonstrate openness to innovation including AI (Artificial Intelligence) to explore better processes and ways to alleviate friction and improve patient and client experiences. - This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require. Other Knowledge, Skills and Abilities: - Experience in physician and hospital operations - Compliance and provider relations - Critical Thinking - Problem Resolution - Ability to work in a remote work environment, including access to a secure home office and reliable high-speed internet service with minimum speeds of 50 MBPS Join an award-winning company Five-time winner of “Best in KLAS” 2020-2022, 2024-2025 Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024 Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024 Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023 Energage Top Workplaces USA 2022-2024 Fortune Media Best Workplaces in Healthcare 2024 Monster Top Workplace for Remote Work 2024 Great Place to Work certified 2023-2024 - Innovation - Work-Life Flexibility - Leadership - Purpose + Values Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include: - Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs. - Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation. - Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement. - Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company. Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble also prohibits harassment of applicants or employees based on any of these protected categories. Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.

• design, develop, manage, and maintain secure platforms • analyze existing cloud structures and create new and enhanced security methods • responsible for managing, configuring, finetuning and deploying technical controls to enhance security and reduce risks • leverage resources to engineer solutions which supports both IT and security controls • stay informed on current threats and proactively probe the enterprise for potential vulnerabilities and develop mitigation plans

• Administers all aspects of Ensemble’s Leave and Disability program with solid knowledge of Federal and State laws/regulations related to absence management, including FMLA, ADA, Short-Term and Long-Term Disability benefits, PTO, Workers’ Compensation and State PFML/TDB • Advises associates and managers on the complex interaction of leave laws with pay • Works closely with outside leaves and disability vendors • Prioritizes requests and responds in a timely manner, ensuring that issues and concerns are handled accurately and respectfully protecting the confidentiality of employee medical and personal information • Interprets Human Resources policies and procedures, guides application consistent with employment law and company culture in the administration of leaves • Drives continuous improvements to absence processes, service delivery and technology via Workday and Absence Management systems

Role Description The Accounts Receivable Specialist is responsible for following up directly with commercial, governmental, and other payers to resolve claim payment issues, to secure appropriate and timely reimbursement and response. Identifies and analyzes denials, payment variances, and no response claims and acts to resolve claims/accounts, including drafting and submitting technical and clinical appeals. Provides support for all denial, no response, and audit activities. - Examines denied and other non-paid claims to determine the reason for discrepancies. - Communicates directly with payers to follow up on outstanding claims, files technical and clinical appeals, resolves payment variances, and ensures timely and accurate reimbursement. - Ability to identify specific reasons for underpayments, denials, and cause of payment delay. Works with management to identify, trend, and address root causes of issues in the A/R. - Maintains a thorough understanding of federal and state regulations, as well as payer specific requirements and takes appropriate action accordingly. - Documents all activity accurately including contact names, addresses, phone numbers, and other pertinent information in the client’s host system and/or appropriate tracking system. - Demonstrates initiative and resourcefulness by making recommendations and communicating trends and issues to management. - Needs to be a strong problem solver and critical thinker to resolve accounts. Qualifications - Must demonstrate basic computer knowledge and demonstrate proficiency in Microsoft Excel. - Excellent verbal skills. - Problem solving skills, the ability to look at accounts and determine a plan of action for collection. - Critical thinking skills, the ability to comprehend tools provided for securing payment, and apply them to differing accounts to result in payment. - Adaptability to changing procedures and growing environment. - Meet quality and productivity standards within timelines set forth in policies. - Meet required attendance policies. - Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences. Requirements - 2 or 4-year college degree. - 1 or more years of relevant experience in medical collections, physician/hospital operations, AR Follow-up, denials & appeals, compliance, provider relations or professional billing preferred. - Knowledge of claims review and analysis. - Working knowledge of revenue cycle. - Experience working the DDE Medicare system and using payer websites to investigate claim statuses. - Working knowledge of medical terminology and/or insurance claim terminology. Benefits - Bonus Incentives - Paid Certifications - Tuition Reimbursement - Comprehensive Benefits - Career Advancement

Role Description The Sr Specialist, Accounts Receivable performs all follow up and denial activities. Responsible for following up directly with commercial, governmental, and other payers to resolve claim payment issues, to secure appropriate and timely reimbursement and response. Identifies trends in denied payments by insurance companies to remediate issues, identifies changes with insurance company policies to ensure compliant billing, communicates with other departments to resolve denial issues and submits technical and clinical appeals in a timely manner. Will mentor the AR Specialist team members to help develop and improve their skills in the follow up, denials and appeals process. Follows up on clean claim delays from payors and adds issues to the escalation spreadsheets. Assists leadership with special projects for AR reduction and Cash Acceleration. - Mentors AR Specialist team members to help develop and improve their skills in the denials and appeals process. - Examines denied and other non-paid claims to determine reason for discrepancies. - Demonstrates initiative in resolving complex claims and proactively makes recommendations to management on specific trends or necessary interventions. - Communicates directly with payers to follow up on outstanding claims, files technical and clinical appeals, resolve payment variances, and ensures timely and accurate reimbursement. - Provides guidance to other team members on resolving complex claims and filing appeals. - Ability to identify with specific reason underpayments, denials, and cause of payment delay. - Takes meeting minutes for payor escalation calls and provides feedback to the AR associates key takeaways from the calls. - Maintains a thorough understanding of federal and state regulations, as well as payer specific requirements and takes appropriate action accordingly. - Documents all activity accurately including contact names, addresses, phone numbers, and other pertinent information in the client’s host system and/or appropriate tracking system. - Demonstrates initiative and resourcefulness by making recommendations and communicating trends and issues to management. - Reviews escalations from other areas to AR as well as accounts that require escalation to other areas of Revenue Cycle. - Assists the supervisor with DIBS calls as needed. - Needs to be a strong problem solver and critical thinker to resolve accounts. - Must meet productivity and quality standards as established by Ensemble. - Performs other duties as assigned, including projects. Qualifications - 1 to 3 Years of job experience. - Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences. - High School Diploma, GED, or Equivalent Experience. Requirements - Must demonstrate basic computer knowledge and demonstrate proficiency in Microsoft Excel. - Internal candidate must have met 120% Productivity and 98% Quality Assurance in each of the previous 3 months. - External candidates must meet quality and productivity standards by day 90. - Excellent verbal skills. - Problem solving skills, the ability to look at account and determine a plan of action for collection. - Critical thinking skills, the ability to comprehend tools provided for securing payment, and apply them to differing accounts to result in payment. - Adaptability to changing procedures and growing environment. - Meet quality and productivity standards within timelines set forth in policies. - Meet required attendance policies. Benefits - Bonus Incentives - Paid Certifications - Tuition Reimbursement - Comprehensive Benefits - Career Advancement

• Lead and continuously enhance the end-to-end employee lifecycle, ensuring seamless onboarding, pre-boarding, performance, and transition experiences that strengthen engagement and retention. • Monitor and drive Talent Management KPIs, leveraging workforce insights and analytics to improve talent outcomes, retention, succession readiness, and organizational effectiveness. • Design and implement scalable programs that support employee growth, capability building, and long-term career development. • Ensure compliance in payroll processes, reducing manual tasks and achieving accuracy. • Leverage HR technology platforms (Workday) and automation to streamline processes, improve data integrity, and enhance organizational efficiency. • Utilize workforce analytics and people insights to inform decision-making, identify trends, and support business priorities. • Champion process optimization initiatives that simplify operations and deliver measurable business value. • Execute HR strategies aligned with organizational goals, focusing on talent retention and growth. • Design and implement career pathing programs, enhancing employee performance and retention. • Develop and deliver training modules for leadership development, technical skills, and soft skills. • Ensure adherence to statutory, regulatory, and organizational policies while maintaining robust governance across HR processes. • Oversee workforce quality and risk mitigation activities, including background verification and compliance-related programs. • Establish and manage strategic partnerships with recruitment vendors and staffing agencies, ensuring service excellence, compliance, cost optimization, and alignment with organizational hiring objectives. • Drive vendor performance governance through defined SLAs, recruitment metrics, and regular reviews, enabling efficient talent delivery, improved candidate quality, and enhanced hiring experience. • Facilitate interview coordination, offer management, onboarding readiness, and pre-joining engagement activities. • Track recruitment metrics such as time-to-fill, offer acceptance rates, and hiring funnel effectiveness, providing actionable insights to stakeholders. • Plan and implement innovative activities to foster community engagement and employee recognition. • Manage HR helpdesk, resolving grievances and improving employee morale. • Partner with stakeholders to align HR initiatives with business objectives. • Drive HR project management initiatives, ensuring timely execution and process optimization.

• Responsible for day-to-day operations related to reviewing denials and drafting appeals • Provides daily operational support to the Nurse Denial Specialists • Facilitates communication between teams • Manages denial workflow throughout the team • Participates in Human Resource activities that will evaluate and enhance the knowledge and skill set of the Denials/Audit Nurses

• Ensures the competency of Clinical Documentation Specialist (CDS) staff by participating in on-going quality assurance reviews and skills assessments • Collaborates on action plans and timely constructive feedback, as needed, to enhance associate development • Leads hiring, training and performance management processes for all CDI associates • Coaches, mentors and empowers associates to complete tasks by providing resources and support for expected day to day operations • Assists in the development of policies, procedures and additional materials for the CDI program • Develops/utilizes educational programs to keep CDSs/physicians/service lines/advisor up to date on regulatory changes and/or identified gaps pertaining to specified dx, topics, DRGs, and denials • Partners with coding professionals for improved outcomes and initiatives • Collaborates with internal and client leadership on action plans, key performance indicator improvement/maintenance, strategizes on program and associate growth and development • Assists with oversight and collaboration and our vendor partnership(s) to include optimal software functionality, CDI resources, staffing, client integration, training, auditing, and data validation • Assists in report deliverables to client and internal leadership teams with regular and onsite expectations