Salary $60,000 - $90,000 a year job type full-time
Full job description
What are important things that you need to know about this role?
Eligible to be a permanent remote role or can work from our menomonee falls, wi location (near milwaukee).
Primary contact with tpa government clients on one of our national accounts with multiple markets.
What will you be doing for us? act as liaison for clients to ensure day-to-day business needs are supportedResolve account issues by working collaboratively with internal departments to meet the needs of members and providers within the guidelines of contractual requirementsMaintain effective relationships with client contacts to ensure positive client references and client renewals, facilitate effective resolutions to issues, and identify potential opportunities for additional businessEscalate issues appropriatelyWhat will you be working on? primary day-to-day contact
Acts as day-to-day primary contact and liaison for internal and external communications between the client and internal team members.
Manages all requests and needs of a given market(s) for assigned client(s).
Tactfully handles difficult situations weighing contractual obligations and internal options, driving toward a win-win solutionConsults and obtains advice from, service manager or client experience executive as needed.
Triages client requests including csm inquiries and evaluates completeness according to client request process and are in accordance with client contractFor requests that are in accordance with the client, contracts initiate client contact to remediate gaps in client requests and processes according to workflowsFor requests outside of client contract requirements escalates to service manager and client experience executive for potential upsell opportunities or response.
Maintains effective relationships and understanding of internal and client-specific workflows to facilitate quick and effective resolutions to client concerns.
Escalates high priority issues such as penalties, corrective action plans, complaints, and compliance issues to the service manager or appropriate escalation point.
Requests information internally on client contractual obligationsApplies knowledge of contractual requirements to ensure effective discussions around options to customer issues and ensures contractual obligations are met.
Maintains effective relationships with client contacts through regular communication and meetings to ensure satisfaction related to client requests.
Organizes, prepares information and holds regular client meetings or calls to discuss results and potential opportunities for improvementPublishes agenda prior to meeting and notes after meeting to attendeesTracks and follows up on issues; records decisions.
Manages client requests (e.gNew product implementation, new state requirements such as letters, or reports).
Executes the workflows and processes to service the client according as determined by the service manager and/or other client experience leadership.
Tracks deliverables to ensure commitments are met.
Completes regular internal reporting on client status.
Assists in communicating client audit information to internal staff and coordinating responses and meetings.
Coordinates onsite audits.
Participates in the determination and implementation of corrective action plans surrounding contractual requirements and/or identified in audits.
Updates request tracking software with status on client communications surrounding audits, caps, and other projects.
Maintains knowledge of industry trends to effectively address client concerns.
Discusses client needs and forward opportunities to client experience executive.
Answers existing and potential customers’ questions about services and service methodologies.
Must demonstrate an ability to learn and work in complex environments with a continual learning approach.
Identifies potential efficiencies and workflow improvements based on knowledge of the industry and internal business practices and skygen systems.
What qualifications do you need to have to be a good candidate?
Associates degree or equivalent years of experience in a client-facing role.
2-4 years of account management/client relations experience including responsibility for managing client relationships and measurements of success.
Knowledge of microsoft office products (excel, word, and email) at an intermediate level.
Ability to manage multiple priorities and ensure timelines and deadlines are met.
Ability to work with a diverse group of internal and external individuals.
Effective customer service mindset and communication skills both in person and in written documents.
Ability to follow, design, and document workflows necessary for good business practice.
What qualifications do you need to have to be a great candidate?
Bachelor’s degree in business, marketing, or another related field of study.
Knowledgeable of various dental and health care products/insurance.
Knowledgeable of medical terminology, procedures, and edt procedure coding.
Project management experience.
Basic understanding of sql.
Skilled in workflow processes and microsoft visio.
Posted 3 days ago