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IVA Client Support Specialist - GRIPA

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Job ID REQ_106607 FACILITY Various Locations LOCATION Rochester, New York

Job Title: IVA Client Support Specialist

Department: Medical Records Intake

Reports to: Natalie Magliozzi

Position Summary: As a Client Support Specialist for Cognisight LLC, the role is focused on supporting client Account Managers.  All responsibilities evolve around the analysis, discovery, and resolution of any quality issues within each functional process areas that a medical record encounters throughout the Health Status Coding audit.  The functional process areas of the Health Status Coding audit include Acquisition, Intake, Clinical Coding, and client status reporting.  CSSs additionally assist Account Management team with the essential responsibilities listed below.

Essential Responsibilities:

MRI Problem Queue

  • Main function is to address the numerous ‘problem’ files or locations relating to MRI Acquisition and Intake
  • Able to resolve problem files efficiently and effectively; ensuring they are properly aligned with members

Quality Control

  • QC acquisition and intake as needed and correct receiving errors
  • QC medical records number discrepancies and resolve
  • QC ‘Duplicate – file not reviewed’ files to ensure they are indeed duplicates

Client Calls

  • Ensure all status and reporting is up to date for agenda preparation before client calls. This includes past deliverable status, escalations, special client requests, etc.
  • If requested to attend client calls, be able to speak to any deliverables you are required to support

Chase List

  • Support review of final chase list and subsequent updates to ensure proper location ID assignments
  • Support provider clean-up to indicate or confirm where address of locations may be grouped

IT Requests

  • CSS will submit the IT requests to have Client team members added to or removed from MoveItDMZ access
  • CSS will submit any IT requests regarding reporting discrepancies or general IT questions sent from the client


  • Assist with process to prep for mailing outreach campaigns

Chart Copies

  • Support weekly process to compress and send reviewed medical records to clients via MoveItDMZ application


  • Respond to MRI related escalations from Account Managers and MRI Specialists
  • Respond to invoice approvals in the Invoice Tool
  • Respond to receive receipt requests from the client – verify the number of files sent matches the number of files received
  • Address MRI Intake emails by saving copies in client folders and putting medical records in appropriate folders

CMS Access Database

  • Keep information up to date in the Access Database including contacts, meeting dates and notes, contracting information, etc.


  • Analyze Client Reporting for progress and performance discrepancies; report to Account Manager and Senior Manager of Client Operations

Skill Requirements:

  • Microsoft Office proficiency: primarily Outlook, Excel, Word, and Access
  • Strong organizational and prioritization skills
  • Competent in Critical Thinking, Problem Solving, and Research Skills
  • Schedule Flexibility
  • Excellent Phone/Communication Skills

Please forward resumes to Natalie Magliozzi at or

Thank you.

Rochester Regional Health is an Equal Opportunity / Affirmative Action Employer. Minority/Female/Disability/Veteran
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