Client Experience Coordinator
- The Client Experience Coordinator interacts with multiple clients and is responsible for providing an exceptional client experience by managing daily interactions to resolve issues and provide ongoing service.
- Member-centric service specialist- escalated member/provider outreach
- Establish relationships with the key client contacts, and serve as a liaison between Customer Service (CS), Claims and Account Executive/Client Experience Manager
- Keep abreast of all operational processes and provide feedback on potential improvement
- Serve as day-to-day internal resource for escalated client related issues- emphasis on escalated member issue resolution
- Support the Account Executive and Client Relations Manager in servicing clients on day-to-day tactical issues
- Assist the Client Experience team in the onboarding of new clients
- Triage issues and escalate to the Account Executive, as needed
- Assist in identifying and ordering reporting as specified by Account Executive/Client Relations Manager
- Demonstrate continuous efforts to improve service offerings and programs
- Subscribe to designated government regulatory update sources and participate in webinars
- Keep management abreast of client and internal issues
- Assist with any Account Management special projects
- Other duties as required
- Increase client satisfaction
- Consistently receive positive client and service satisfaction survey ratings
- Key contributor in resolving client problems efficiently
- Minimum of Associates Degree preferred
- Five or more years of direct experience with health plans
- Project Management experience preferred
- Prioritize and negotiate multidirectional communication for consensus
- Commit to quality service
- Understand shared leadership
- Work cooperatively with people at all levels with respect and demonstrate the ability to respond appropriately in a variety of complex situations
- Utilize technology in a proficient manner
- Extensive knowledge of functional tasks performed within his/her department
- Strong MS Office skills
- Working knowledge of computers and related software packages
- Demonstrate excellent organizational skills
- Demonstrate excellent verbal and written communication skills, leadership and decision-making skills
- Prioritize, research and make timely decisions
- Demonstrate strong analytical skills and ability to report findings in an accurate manner
- Fast paced, dynamic work environment requiring the ability to be adaptive, innovative and flexible
- Travel minimal
- Generous PTO
- Medical and Prescription
- EAP
- FSA / HSA / Dependent Care
- Dental
- Vision
- Life and Disability
- STD/LTD
- Voluntary Benefits: Critical Illness, Accident, Hospital
- 401k with Employer Match
- LegalShield
- Identity Theft Protection
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