Client and Member Success Associate - Bilingual (Spanish) - Houston, TX

Position Location: 100% Remote in the Houston, TX Area

Responsibilities

• Respond to client communications, concerns, follow-up, and inquiries efficiently to ensure highest level of satisfaction and work closely with our Client Services team to assure customer satisfaction.
• Serve as the go-to resource for CRMs on client's product and process knowledge and collaborate with team mates to help them deliver the best possible service experience for the client.
• Understand product and program guidelines and work to educate CRMs and customers on the capabilities of and best practices for client.
• Serve as the liaison to the support organization for client knowledge, and for appropriately managing escalations.
• Guide and support the member through the balance bill defense process while working closely with our client, Client Services, our legal team and external stakeholders to facilitate timely issue resolution and ensure a positive member experience.
• As the member champion, provide best-in-class advocacy via comprehensive oversight, proactive outreach and white-glove service throughout the member journey.
• Manage assigned member caseload via high-touch advocacy model with a focus on elevating the member experience and promoting engagement.
• Interact with all internal teams to assist in overall customer satisfaction and partner with the CRM team and the client to identify success criteria and create action plans to achieve desired results.
• Handle and coordinate elevated internal and external member issue resolution with confidence and a sense of urgency. Act as point person for member inquiries, issues and concerns. Direct, quarterback and ensure timely issue resolution and remediation.

Requirements

• High School Diploma or GED; Bachelor's Degree in Business or related concentration preferred
• 2+ years' experience in client services, account management, or similar customer service related field
• Experience driving successful, solution-oriented client engagement; handling difficult internal and external business challenges; and delivering exceptional client service that results in high client retention
• Experience in healthcare and/or employee benefits
• Ability to travel 10-15%
• Proficient in Microsoft Outlook, Word, Power Point and Excel spreadsheets
• Bilingual - Spanish and English (required)

Benefits

• Multiple Health Plan Options
• Company paid employee premiums for disability and Life Insurance
• Parental Leave Policy
• 20 days PTO to start / 10 Paid Holidays
• Tuition reimbursement
• 401k Company contribution
• Professional development initiatives / continuous learning opportunities
• Opportunities to participate in and support the company's diversity and inclusion initiatives