Role Description The Customer Service Specialist assists customers via phone, email, and chat using SalesForce. They are the first line of support, helping to ensure a seamless experience for our Ontellus clients while upholding our company’s values and service standards. This position requires strong critical-thinking skills, a professional and empathetic communication style, and the ability to manage challenging conversations while upholding our company values and service standards. - Provide Excellent Customer Service: Assist customers via SalesForce across multiple communication channels (phone, email, and chat), ensuring their questions and concerns are addressed promptly and accurately while also meeting or exceeding key performance indicators (KPIs). - Effective Communication: Engage in clear, courteous, and professional communication with customers and colleagues to facilitate understanding and resolve inquiries efficiently. - Collaborate with Team Members: Work closely with colleagues to share knowledge, identify solutions, and improve overall service quality. - De-escalate Challenging Situations: Use patience and empathy to de-escalate difficult customer interactions and guide them toward positive solutions. - Escalate Cases When Necessary: Recognize when issues need to be escalated to other departments or higher-level support, following established protocols to ensure a seamless customer experience. - Cross-sell/Upsell Opportunities: Identify and capitalize on appropriate opportunities to cross-sell or upsell services that align with customers' needs and enhance their experience. - Attention to Detail: Ensure accuracy and attention to detail in all customer interactions to deliver quality work. - Time Management: Efficiently manage time and prioritize tasks, following through on assignments with some supervision as needed. - Adhere to Company Culture & Policy: Demonstrate alignment with company values, contributing to a positive, supportive, and growth-oriented environment while adhering to company policy. - Leverage Technology Tools: Utilize Microsoft 365, SalesForce, RingCentral, and remote desktops to perform duties efficiently and effectively. - Compliance & Confidentiality: Adhere to company policies regarding Protected Health Information (PHI) and HIPAA, maintaining strict confidentiality and compliance. - Other duties as assigned. Qualifications - Education: High school diploma or equivalent required; Bachelor’s degree preferred. - Experience: Previous experience in a customer service or customer support role, ideally within a service-focused company (e.g., legal or medical sector). Experience with remote desktop tools, SalesForce, and Microsoft 365 is highly desirable. - Skills & Competencies: - Strong communication skills, both written and verbal, with an emphasis on clarity and empathy. - Ability to think critically and make decisions in a fast-paced environment. - Familiarity with cross-selling and upselling in a customer service setting. - Other: Experience in the legal or medical fields is a plus, though not required. Requirements - Access to Protected Health Information (PHI): This position involves access to the company’s operating system and other sources necessary for processing records requests. Strict adherence to HIPAA privacy rules and Ontellus policies on PHI is required. - Physical Demands & Work Environment: - Ability to work in a standard office or home office setting with standard equipment. - Requires vision for reading printed materials and screens and hearing/speech for effective communication. - Must be able to sit or stand for extended periods; occasional reaching and grasping are required. - Office/home environment with low to moderate noise levels and controlled temperatures. Benefits - The estimated base pay range per hour for this role is: $17.78 - $22.74 USD. - To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. - Requests for exemptions will be reviewed by Datavant Human Resources and determined on a case-by-case basis.

• Utilize available encoder, grouper software, and other coding resources to determine the appropriate ICD-10-CM, CPT, and/or HCPCS including specialty specific codes and Evaluation and Management (E&M) codes. • Maintain an understanding and apply knowledge of National Correct Coding Initiatives (NCCI), Local Coverage Documents and National Coverage Documents (LCD/NCD) directives, Medically Unlikely Edits (MUEs), and Medicare Teaching Physician Guidelines, applying knowledge of applicable regulatory requirements and institutional guidelines to select appropriate codes and modifiers. • Responsible for resolution of pre-bill claim edits (OCE, CCI, MUE, Medical Necessity, etc.) from all Hospital Billing clinical areas. You will strive to produce the cleanest claim possible before it moves on to Billing or out to the payer.

• Reviewing documentation in inpatient and/or IVR (interventional radiology) medical records, and accurately and completely assigning appropriate ICD-10-CM diagnostic and ICD-10-PCS/CPT-4 HCPCS procedural codes to the greatest specificity, assigning the most accurate DRG/APC, when appropriate. • Abstracts demographic and coding information accurately and completely. • Codes and abstracts medical records with a minimum of accuracy. • Accurately and completely assigns appropriate ICD-10-CM diagnostic and ICD-10-PCS/CPT-4 HCPCS procedural codes to the greatest specificity, assigning the most accurate DRG/APC, when appropriate and in accordance with Official Guidelines for Coding and Reporting and Facility Coding Guidelines, as applicable. • Accurately abstracts all required patient demographic data into the EMR. • Accurately assigns correct DRG/APC. • Meets productivity standards. • Queries providers, if needed to further clarify code. • Resolves coding edits and reminders, correcting abstracting and coding issues in a timely manner (1-2 business days). • Completes and routes problem accounts, ready to code, high dollar and other accounts daily to ensure cases are coded as close to goal date as possible. • Completes assigned work by goal date. • Assists with coding unassigned or backlogged accounts. • Serves as a mentor to new coders. • Assists with cleaning up or escalating missing documentation or other work queues. • If proficient, assists with observation, same day surgery, outpatient and emergency coding when needed or assigned.

• Utilize various hospital/physician systems to verify patient, billing and claim information for accuracy • Perform compliant primary/secondary, tertiary and rebill billing functions which can include electronic, paper and portal submission to payers. • Edit claims to meet and satisfy billing compliance guidelines for electronic and hardcopy submission. • Respond timely to emails and telephone messages as appropriate. • Communicate issues to management, including payer, system or escalated account issues. • Participate and attend meetings as requested, training seminars and in-services to develop job knowledge. • Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and JCAHO standards. • Enhances billing department and hospital reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. • Update patient demographics/insurance information in appropriate systems • Monitor claims for missing information, authorization, and control numbers (ICN//DCN) • Follows guidelines for prioritization, timely filing deadlines, and notation protocols within appropriate systems. • Secure needed medical documentation required or requested by third party insurance carriers. • Maintain and respect the confidentiality of patient information in accordance with insurance collection guidelines and corporate policy and procedure. • Perform other related duties as required.