Operations Analyst, DrChrono (REMOTE US)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

We are looking for an Operations Analyst to focus on our DrChrono RCM Patient AR operations team. The DrChrono RCM team is responsible for the overall financial success of our RCM clients, and this includes managing their patient account receivables.

The Operations Analyst is responsible for successfully managing the collection of patient accounts. This includes, but not limited to: onboarding customers to our automated patient engagement platforms, preparing and presenting analytical reporting on collections metrics across all practices, working with the internal team and vendors to improve/resolve collection roadblocks, meeting collection benchmarks, ensuring timely patient payments, and working on constant process improvement protocols to achieve efficient operational workflows.

Responsibilities:

• Successfully onboard all existing and net-new RCM clients to our patient engagement platform
• Resolve process or workflow roadblocks to patient collections for our RCM clients, i.e., technical integration issues, AR reconciliation/payment posting process, software training
• Follow up with our patient engagement partners to ensure patient collections are constantly within benchmarks and striving for continuous improvements
• Maintain accurate records of clients enrolled in patient engagement tools
• Prepare reports on patient account activity, including monthly analytical reporting and root cause analysis
• Phone support benchmark management - ensure phone calls answer/abandonment rate is within standards, incoming emails are being responded to in a timely manner, and number of open tickets are within acceptable benchmarks
• Audit patient support phone call quality - existing vs new & frequency of audits + coach up or coach out approach
• Manage paper statement process to ensure proper follow-up protocols are being followed
• Attend vendor calls and ensure action + follow-up items are completed
• Maintain all RCM process documentation to ensure accurate and up-to-date workflows and processes are defined
• Decrease patient statement FTE utilization

Skills and Experience needed for success in this role:

• 1-3 years of experience in a healthcare setting, with a focus on patient billing and collections.
• Excellent written and verbal communication skills.
• Strong organizational and problem-solving skills.
• Ability to work independently and as part of a team.
• Experience with DrChrono EHR.
• Proficient in Excel reporting and analytics.

Where:

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits and Perks:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Continued investment in your professional development through Udemy
• Robust health and wellness benefits, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program
• Student Loan Repayment Program

Compensation:

The target base compensation for this position is $50,000 to $60,000 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.