• Analyze and confirm assigned encounters for provider’s selection of EM code level • Assist physicians with record documentation needs • Educate physicians and ancillary staff on documentation for coding process • Code all types of encounters as assigned • Ensure data quality and optimum reimbursement • Perform follow-up on encounters and correct rejected/denied encounternces

• Independently performs complex professional coding across multiple specialties and settings • Code complex professional encounters and procedures; ensure correct sequencing, modifiers, E/M level selection, and documentation alignment • Advanced expertise in ICD‑10‑CM, CPT®, HCPCS, and modifiers; strong E/M coding proficiency and payer policy interpretation • Resolve coding-related edits and denials by identifying root cause, coordinating documentation clarification, and supporting rebilling actions as applicable • Apply payer medical policies, NCCI concepts, global service considerations, and telehealth coding rules as relevant to pro fee claims. • Provide real‑time guidance to peers on standard coding scenarios; promote consistency through best‑practice sharing • Participate in internal quality review programs and implement education/corrective actions based on findings • Proficiency in Epic professional coding work queues and encoder tools; ability to efficiently review documentation in the EHR across settings • Analytical problem solving for denial/edits prevention; ability to identify documentation improvement opportunities and support compliant query workflows • Working knowledge of risk adjustment concepts and HCC validation where applicable to supported populations

• Independently performs complex professional coding across multiple specialties and settings. • Code complex professional encounters and procedures; ensure correct sequencing, modifiers, E/M level selection, and documentation alignment. • Resolve coding-related edits and denials by identifying root cause. • Apply payer medical policies, NCCI concepts, and telehealth coding rules as relevant to pro fee claims. • Provide real-time guidance to peers on standard coding scenarios. • Participate in internal quality review programs and implement education/corrective actions based on findings. • Analytical problem solving for denial/edits prevention.

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.