Client Success Representative II

Job Summary

The Client Success Representative (CSR) II is responsible for maximizing account performance and client retention by providing guidance and support related to the client account. This position manages and responds to client and internal needs and helps drive the account management and client success model by identifying strategic needs for the department and providing coaching and guidance to CSR I.

Major Responsibilities/Activities

• Actively contribute within the Point of Delivery (POD) structure, supporting coordination of team activities and promoting efficient operations.
• Answer, resolve, or appropriately route Client Success phone calls and emails from clients and internal staff, demonstrating strong judgment and prioritization in handling moderately complex or sensitive inquiries.
• Identify caller and communication trends and provide actionable feedback to Client Success leadership to help reduce recurring issues and improve service delivery.
• Track, analyze, and communicate call and email trends, including sharing insights to support Client Business Reviews and internal schedule management.
• Ensure timely communication and consistent follow-up with clients and internal stakeholders.
• Lead and participate in projects and special initiatives, supporting process improvements and enhanced team performance.
• Document and coordinate requests related to audits and similar activities with accuracy and attention to detail.
• Collaborate cross-functionally with CSR III and leadership to resolve issues and support operational needs.
• Serve as a higher-level resource in emergent situations (e.g., inclement weather), stepping into advanced responsibilities as needed.
• Provide backup support to CSR III and CSE team members and other departments to ensure continuity of service.
• Support assigned client accounts by monitoring performance and providing insights and recommendations to improve outcomes.
• Perform other duties as assigned.

Requirements

• Required Education, Skills, & Experience:
• Associate’s degree in Business Administration, Healthcare, or related field, or high school diploma with comparable work experience.
• Experience in healthcare, healthcare billing, and/or a third-party environment.
• Working knowledge of company operations and cross-functional department processes.
• Strong client service skills with excellent written, verbal, and verbal communication abilities.
• Ability to collaborate and work effectively across functional teams.
• Highly organized with the ability to manage time, multitask, and prioritize effectively.
• Strong data entry skills with working knowledge of Microsoft Office programs; experience with Microsoft Excel preferred.
• Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.

Physical Requirements

• Sitting: frequent and prolonged periods of sitting at a desk while working on a computer.
• Communication: frequent and prolonged periods of speaking, listening, reading, and writing.
• Fine motor skills: frequent use of hands for typing and operating a computer mouse.
• Movement: occasional walking and climbing of stairs; limited bending, kneeling, lifting, and carrying of office-related items.

Pay

$25.00-$30.00/hour. Individuals in this role are eligible to participate in a discretionary bonus plan and a comprehensive benefit package, including a retirement plan, health coverage, and paid time off.

Benefits

Visit https://emsmc.com/careers/ to explore our total rewards package.

Reasonable Accommodations

If you require an accommodation for this position or to participate in the application process, please contact HR at humanresources@emsmc.com.