Client Support Specialist

About the role

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. The Chat Support Specialist serves as a primary point of contact for clients, delivering exceptional support through chat and email channels.

Responsibilities

• Respond to client inquiries via chat and email in a timely, professional, and customer-focused manner.
• Provide accurate information and support regarding products, services, and processes.
• Troubleshoot client issues and identify appropriate solutions using internal tools and resources.
• Investigate and resolve client concerns while delivering a positive support experience.
• Research account, data, and system-related issues to determine root causes and next steps.
• Collaborate with internal teams to resolve complex client inquiries and service requests.
• Clearly communicate issue status, resolutions, and follow-up actions to clients and stakeholders.
• Document client interactions, troubleshooting steps, and resolutions within support systems.
• Identify recurring client issues and provide feedback to improve processes, documentation, and overall service quality.
• Maintain a strong understanding of company products, services, and support procedures.
• Meet established performance goals related to quality, productivity, responsiveness, and client satisfaction.
• Participate in training, team meetings, and continuous improvement initiatives.
• Support teammates during high-volume periods and contribute to a collaborative team environment.

Requirements

• Associate degree and 1+ year of customer service or support experience, or High School Diploma/GED and 3+ years of relevant experience.
• Experience providing customer support through chat, email, or other digital communication channels preferred.
• Strong written and verbal communication skills.
• Excellent problem-solving and critical-thinking abilities.
• Able to manage multiple priorities in a fast-paced environment.
• Experience using CRM systems, ticketing platforms, or customer support tools preferred.
• Strong attention to detail and organizational skills.
• Customer-focused mindset with empathy, professionalism, and a commitment to service excellence.
• Proficiency using AI tools with an understanding of how to create effective prompts and leverage technology to improve productivity and service outcomes.

Qualifications

• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.
• Knowledge of healthcare industry and terminology.
• Ability to handle sensitive and confidential information.
• Ability to adapt to changing priorities and deadlines.

Skills

• Strong communication skills (verbal and written).
• Problem-solving and critical thinking skills.
• Attention to detail.
• Customer service skills.
• Ability to work in a fast-paced environment.
• Experience with CRM systems, ticketing platforms, or customer support tools.
• Proficiency with AI tools.

Benefits

Zelis offers a comprehensive benefits package, including:

• 401(k) plan with employer match.
• Flexible paid time off.
• Holidays.
• Parental leaves.
• Life and disability insurance.
• Health benefits including medical, dental, vision, and prescription drug coverage.

Pay

Base Salary Range: $19.00 - $24.00

Schedule

Hybrid work arrangement, with in-office presence guided by team and business needs rather than a fixed weekly schedule.