RCM Support Associate

Key Responsibilities

Payer Portal Access Management

• Coordinate payer portal account setup and enrollment for new client implementations.
• Register, activate, maintain, and troubleshoot user access across commercial, government, and regional payer portals.
• Manage user additions, removals, access changes, password resets, and multi-factor authentication requirements.
• Serve as the primary point of contact for portal access requests and issues.
• Maintain accurate records of portal access, ownership, and enrollment status.
• Coordinate with payer support teams to resolve access-related issues.

Documentation & Administrative Operations

• Maintain company documentation, SOPs, onboarding materials, and operational resources.
• Ensure documentation remains accurate, organized, and up to date.
• Coordinate patient statement processing activities and maintain related tracking records.
• Manage incoming and outgoing mail, including receipt, routing, tracking, and administrative correspondence.
• Maintain tracking and documentation for customer, patient, and operational communications.
• Identify documentation gaps and coordinate updates with department leaders.

Project & Workflow Coordination

• Track projects, milestones, action items, and implementation activities across departments.
• Follow up with internal teams, clients, and stakeholders to ensure commitments are completed on time.
• Escalate overdue tasks, risks, or blockers to appropriate leaders.
• Support special projects and process improvement initiatives.

Client Support & Onboarding Coordination

• Coordinate onboarding activities and track completion of client requirements.
• Collect and validate documentation required for portal enrollment, onboarding, and operational workflows.
• Follow up with clients regarding outstanding forms, documentation, and action items.
• Support scheduling and coordination of onboarding meetings and implementation activities.

Customer Support Administration

• Triage and route incoming customer support requests to the appropriate teams.
• Track escalations through resolution and ensure timely follow-up occurs.
• Maintain visibility into unresolved customer issues and communicate status updates.
• Support customer retention, offboarding, and administrative follow-up activities.

Compliance & Process Improvement

• Ensure compliance with company security policies, HIPAA requirements, and payer-specific protocols.
• Maintain accurate documentation of portal access, customer communications, and operational activities.
• Assist in developing and improving workflows, SOPs, and administrative processes.
• Identify opportunities to increase efficiency, improve visibility, and reduce turnaround times.

Qualifications

Required

• High school diploma or equivalent.
• 2+ years of experience in healthcare administration, customer support, operations, project coordination, revenue cycle management, or related administrative roles.
• Strong organizational, time-management, and follow-through skills.
• Excellent written and verbal communication abilities.
• Ability to manage multiple priorities and deadlines simultaneously.
• Proficiency with Microsoft Office, Google Workspace, and web-based business applications.

Preferred

• Experience working with healthcare payer portals and access management.
• Knowledge of healthcare insurance, revenue cycle management, and provider operations.
• Experience supporting healthcare, RCM, healthcare technology, or professional services organizations.
• Familiarity with Notion, Help Scout, HubSpot, project management platforms, or similar systems.
• Experience maintaining SOPs, documentation, and operational workflows.

All associates must comply with HIPAA regulations regarding the protection of patient health information.