Client Experience Coordinator

About the role

The Client Experience Coordinator drives customer loyalty and satisfaction by managing the end‑to‑end customer journey, resolving complex inquiries, and analyzing work items to improve service. This role acts as the voice of the customer, collaborating with leadership and internally implementing strategies to ensure a seamless, positive experience.

Responsibilities

• Handle escalations/disputes received from clients, Account Managers, members, and internal/external business partners via email, fax, paper, phone, mailbox, or CRM queue.
• Investigate and resolve disputes and escalations.
• Research and identify root causes of denials, under‑payments, and other errors, gathering necessary information to resolve issues.
• Identify the reason for each escalation.
• Provide best‑in‑class resolution through varied communication channels, resolving issues promptly, professionally, and accurately within prescribed turn‑around‑time.
• Communicate with providers, customers, and other parties to gather information, provide updates, and resolve escalations and inquiries.
• Update and maintain accurate records of progress, actions taken, pending items, and status; communicate updates to internal and external stakeholders.
• Collect and analyze data and feedback to identify pain points, process inefficiencies, documentation gaps, root causes, and improvement opportunities.
• Propose solutions based on analysis.
• Support the design and execution of customer experience programs to improve service quality, efficiency, and brand perception.
• Monitor key performance indicators (KPIs), prepare reports on customer feedback, and maintain/update CRM tools to track and document interactions.
• Provide feedback for training opportunities and compile documentation as needed for retraining.
• Regularly support call queues.
• Meet or exceed performance metrics including quality, accuracy, call handling time, time to resolution, work volume, and member satisfaction; standards may be revised.

Requirements

• High school graduate or equivalent.
• 1+ years of experience in a customer service or call‑center environment handling escalation/2nd‑tier inquiries, preferably in healthcare, insurance, or TPA.
• Comfortable supporting multiple channels and adjusting to dynamic workloads.
• Familiarity with call‑center metrics and quality standards.
• Experience with claims processing, benefits, or eligibility systems preferred.
• Experience with CRM systems or customer support platforms preferred.
• Experience working escalations through emails and spreadsheets, meeting timely resolution.
• Previous exposure to workforce management or scheduling tools.
• Solid working knowledge of standard computer applications including MS Word, Excel, Outlook, and PowerPoint.
• Expert keyboard and navigation skills; ability to learn new programs quickly.
• Clear and professional communication with internal and external customers.
• Effective both individually and as part of a team; understand others’ roles and empower colleagues.
• Collaborative interaction with peers to achieve common goals and serve as a resource to team members and customers.
• Strong attention to detail in all aspects of the job.
• Sound judgment and decision‑making using available resources.
• Maintain confidentiality and discretion.
• Identify and resolve problems promptly; gather and analyze information proactively.
• Share knowledge with associates through effective communication and follow‑up.
• Open to others’ ideas and willing to try new approaches.
• Demonstrate accuracy and thoroughness; monitor work to ensure quality.
• Prioritize and plan work activities efficiently.
• Adapt to changes, manage competing demands, and handle frequent changes, delays, or unexpected events.
• Follow instructions, respond to direction, and solicit feedback for improvement.
• Instill trust from management, colleagues, and customers.
• Willingness to work overtime as required.

Physical and Cognitive Demands

• Constant: Talk, hear, speak, and use hands/fingers to operate a computer, telephone, keyboard/mouse; occasional movement around the office.
• Constant: Visual abilities including close vision, distance vision, color and peripheral vision, depth perception, and focus adjustment.
• Occasional: Lift and/or move up to 10 pounds.
• Constant: Regular, predictable attendance in the office is required.
• Constant: Sitting for the full shift.
• Constant: Cognitive skills such as learning, remembering, focusing, categorizing, integrating information for decision‑making, problem‑solving, and comprehending.

Work Environment

The position is performed indoors in a climate‑controlled office setting with low to moderate noise levels.