Robert Demuth

Senior Client Support Specialist

Supports provider clients by resolving patient account issues related to the CarePayment program. Ensures data accuracy across client and CarePayment systems through detailed analysis and collaboration with provider personnel. Partners with Account Managers to maintain transparency and client satisfaction across a shared book of business.

Leads process improvement initiatives, develops business requirements, and produces performance reports and analytics. As a senior team member, enhances documentation, mentors junior staff, and drives strategic projects to improve organizational efficiency.

Senior Client Support Specialist – Key Functions

• Documentation & Process Optimization : Maintains and improves internal documentation, troubleshooting guides, and best practices to support scalability and efficient training. Identifies gaps and aligns materials with evolving processes.
• Client Support & Data Integrity : Manages an independent book of business, leads weekly client calls, and resolves account discrepancies through reconciliation reports and data audits. Collaborates with IT to troubleshoot data integrity issues and drive operational improvements.
• Reporting & Analytics : Builds custom reports and performs data analysis to enhance client success and operational efficiency.
• Mentorship & Team Development : Leads knowledge-sharing sessions, mentors new hires, and facilitates structured training programs. Provides feedback and fosters cross-team collaboration to support continuous learning.
• Strategic Leadership : Owns strategic projects focused on process improvement, provider onboarding, and reconciliation optimization. Contributes to company-wide initiatives and drives measurable outcomes through cross-functional collaboration.

Client Support Specialist – Roles & Responsibilities

Provides direct support to hospital clients by resolving patient account issues related to the CarePayment program. Ensures data accuracy across hospital and CarePayment systems through proactive analysis and collaboration with provider personnel. Maintains effective communication with stakeholders, troubleshoots discrepancies, and contributes to overall client satisfaction through timely issue resolution and database reconciliation.

Key Responsibilities

• Workspace Management & Documentation
  Manage and maintain client workspaces, ensuring timely processing of tasks and resolution of issues. Document activities, updates, and resolutions to support organized follow-up and efficient operations.
• Reporting & Data Analysis
  Generate and analyze reports to identify trends, discrepancies, and data integrity issues. Investigate findings, troubleshoot problems, and collaborate with internal teams to ensure accuracy and client satisfaction.
• Issue Resolution & Ticketing
  Perform regular data integrity checks, identify bugs, and create support tickets. Partner with Client Support Management and IT to ensure timely resolution and follow-through on open issues.
• Client Communication & Provider Support
  Engage with providers via phone, email, and virtual meetings to resolve account discrepancies and provide program guidance. Maintain accurate records in CareLink and educate providers on CarePayment processes to enhance understanding and engagement.
• Auditing & Reconciliation
  Conduct routine audits of raw data files to verify provider submissions and identify inconsistencies. Assist in account reconciliation and address discrepancies promptly.
• Special Projects & Cross-Team Collaboration
  Support client success initiatives and operational projects, including report development and performance analytics. Collaborate with IT and other departments to resolve issues and improve service delivery.
• Relationship Management
  Build and maintain strong relationships with hospital clients through regular check-ins, account reviews, and responsive support to ensure satisfaction and trust.
  

• Manages team of 10-18 non-exempt associates
• Manage team performance, provides statistical results to associates, and communicates team results to senior management.
• Facilitates team meetings.
• Ensure daily service level metrics, drives team performance, provides coaching to develop associates, and meets defined quality, customer experience, and productivity targets.
• Accountable for maintaining internal staffing needs and works with senior manager to coordinate with internal and external resources to set staffing requirements to meet performance targets for both short term and long term needs.
• Addresses associate questions, issues, and concerns with little to no direct supervision.
• Recommend, develop and execute process improvement projects.
• Conduct Behavioral Interviews

• Coordinate Fraud & Disputes training and all facilitation logistics
• Edit/Update Fraud & Disputes content as a result of business/policy/process changes
• Provide customer service to internal and external customers (associates, vendors).
• Manage communications to appropriate internal and external customers (training attendees, vendors, client groups).
• Maintain necessary supplies (course materials).

• Assist Agents with any questions they have and keep a detailed tracker of the questions to identify training material weaknesses or possible coaching opportunities.
• Monitor IMC chat and Monitoring to assist in ensuring we meet our departmental goals.
• Monitor and keep UDF (Universal Data Form) queues within SLA.
• Send out Communications to the Floor to keep Agents current on processes and Trends.
• Create training material on policies, procedures and systems.
• Hold one on one coaching's for agents to help with any opportunities they have.
• Communicate with other departments to assist with questions and policy alignment.
• Work with Training Department to get material up to date to be published for FDO Fraud.
• SME for multiple Fraud Training classes.
• SME for Training Class Nesting time.
• Assisted in Metris Deconversion, which also includes training the Tran Fraud Agents on the processes to be used during the conversion period.

• Communicate with customers, via letters and phone calls, to detect early fraud.
• Maintain accurate and up to date information on customer accounts.
• Use Excel and Power Point to keep accurate records of work done and to create training materials.
• Work with fellow agents to better their knowledge of work processes.
• Created and facilitated FDR/Metris training for the Tran Fraud Department as part of an up training per management's request.

• Contact and ship prizes to Sweepstakes winners
• Send prize winners proper forms before sending out prizes (Affidavits and W-9 Tax Forms)

• Help CSRs by answering their questions regarding orders, policies, and procedures
• Take escalated telephone calls and resolve issues of upset Customers
• Many other responsibilities which include: Handle issues regarding warehouses and unshipped orders, edit/review electronic newsletters, respond to Customer's comments on post-order surveys