RCM Support Associate

Job Title: RCM Support Associate

Position Summary

The Business Operations & Payer Access Coordinator is responsible for supporting organizational efficiency and client operations through administrative coordination, documentation management, project tracking, customer support administration, onboarding activities, and payer portal access management.

This role serves as a central point of coordination between clients, payers, leadership, and operational teams, ensuring critical administrative and revenue cycle support functions are completed accurately, documented properly, and executed on schedule. The position focuses on maintaining organization, visibility, follow-through, and compliance while enabling leadership and operational teams to focus on strategic and client-facing activities.

Key Responsibilities

• 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 and prevent operational disruptions.

• Maintain company documentation, SOPs, onboarding materials, and operational resources within designated systems.

• 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 and process owners.

• Maintain administrative records, trackers, dashboards, and operational reporting.

• 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.

• 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.

• 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 as needed.

• Support customer retention, offboarding, and administrative follow-up activities.

• 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

• 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.

• 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.

HIPAA Requirements

All associates are required to comply with the Health Insurance Portability and Accountability Act (HIPAA) regulations regarding the protection of patient health information. This includes adherence to the organization's Notice of Privacy Practices and HIPAA Privacy Policies and Procedures.

The specific statements provided in this job description are not exhaustive and may be subject to change based on evolving business needs. Associates may be required to perform additional duties as assigned.

Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees.

We appreciate your understanding and cooperation regarding this policy. If you have any questions or concerns, please don't hesitate to reach out to our HR department.

Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employe