Client Service Specialist

Candidates Must Be

Candidates must be 50 miles from any of the following locations: Boston, MA, Morristown, NJ, Atlanta, GA, St Petersburg, FL, St Louis, MO, Plano, TX.

About the Role

The Client Service Specialist (CSS) directly supports healthcare payers, leading meetings and coordinating with stakeholders to deliver operational goals. This role requires strong project management and technical skills to implement solutions across the breadth of Zelis Payments and Communications product offerings, drive process improvements, and ensure clear, ongoing communication.

Responsibilities

• Independently lead and facilitate meetings with clients, external partners and internal teams to drive collaboration and resolve operational challenges
• Communicate the Zelis Payer experience vision to clients and teams, ensuring alignment with organizational goals
• Guide clients toward optimal product configuration, collaborate to align on delivery timelines and manage each interaction with a solution and service-oriented mindset
• Serve as a technical expert, offering specialized guidance and solutions to enhance Payer Experience
• Maintain comprehensive knowledge of Zelis offerings, production fulfillment processes, healthcare enrollment procedures, and payment optimization strategies
• Apply technical troubleshooting skills to resolve complex issues involving client mapping and data ingestion
• Advocate for clients across all Zelis departments, assisting with technical aspects of payments and related business needs. Deliver training sessions, as needed, to support client success
• Independently manage daily casework, ensuring timely resolution and continuous progress on long-term milestones across multiple client projects
• Oversee and update project milestones to support ongoing client success
• Communicate proactively and thoroughly with Payers, managing the overall service experience
• Collaborate with cross-functional teams internally and externally to design, develop, test, and deploy client change requests
• Identify and communicate potential barriers, proposing both immediate and long-term solutions for technical changes
• Absorb business need and associated impact of client-requested work to inform prioritization
• Analyze complex data sets and business rules to deliver actionable insights that support client objectives
• Ensure accurate translation of complex data into client-facing materials, demonstrating deep expertise in healthcare industry practices, claims communications, payment processing, and ID card production

Requirements

Bachelor’s degree preferred
2-3 years of experience in client service and business analysis, preferably within healthcare or financial services
Experience in requirements gathering, root cause analysis, business rule configuration, and software configuration testing
Proficiency with Jira and/or Salesforce preferred
Demonstrated experience as a relationship or client service manager, implementation/project manager, business process consultant, or sales engineer.