Client Service Specialist (HWB)

Responsibilities

• Ensure the highest level of customer satisfaction by partnering with team members and program support to meet contract specific service level agreements and successfully perform responsibilities as defined by the assigned contract(s)
• Answer general inquiries, troubleshoot issues, schedule/reschedule assessments, and perform other administrative responsibilities as assigned
• Demonstrate professionalism through written and verbal communication with both internal and external customers, using multiple communication methods
• Provide general office support and perform data entry into database within specified timeframes
• Prepare and distribute applicable correspondence from multiple sources to external participants following standard operating procedures and quality standards, to meet contract requirements
• Listen to concerns, analyze information, recommend solutions, and confirm customer satisfaction
• Work as an engaged team member to provide feedback, suggest improvements, and work with leadership to achieve company and employee-owner goals

Requirements

• High school diploma and/or equivalent
• Demonstrated experience working in a customer service or healthcare environment
• Demonstrated experience working in a mentoring or leadership role
• Demonstrated experience working in a fast-paced and deadline driven environment
• Excellent verbal and written communication skills
• Intermediate PC Skills
• Proficiency in all Microsoft Office products
• Able to triage issues and handle multiple tasks at the same time. Keyboarding equivalent 50 words or more per minute

Preferred Skills/Experience/Certifications

• Experience in a call center environment including inbound and outbound calls at a high volume
• Experience in healthcare or insurance
• Experience using Outlook scheduling/calendars
• Medical terminology experience or experience with coding (ICD/CPT)
• Bilingual skills a plus