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Client Engagement Specialist

2 months ago

Denver, Colorado, United States Apex Systems Full time

Position: Customer Relations Specialist

Location: 100% Remote

Hours: Full-time; 40 hours/week

Schedule: Monday-Friday, 8am-5pm MST

Contract Type: Contract (duration varies on team)

Role Overview

The Customer Relations Specialist plays a vital role in guiding clients through the onboarding process for new and renewal health insurance benefits. This position involves providing administrative support and acting as a bridge between health insurance providers and customer service teams. The Specialist ensures that all necessary documentation is precise and complete to facilitate the enrollment, renewal, or modification of health insurance benefits for clients. Meeting internal service level agreements and delivering timely assistance to meet underwriting standards is essential.

Key Responsibilities

  • Collect and process customer health insurance selections for renewals and new plans, collaborating directly with health insurance providers to submit required documentation.
  • Efficiently manage the submission and approval processes for health insurance selections on behalf of clients.
  • Assess eligibility criteria set by health insurance partners to confirm that clients meet necessary qualifications.
  • Work collaboratively with customer-facing teams and licensed benefits advisors to ensure accurate and timely delivery of health insurance requests.
  • Address follow-up inquiries from both health insurance partners and customer service teams when additional information is required or modifications are needed.
  • Deliver exceptional customer service to both internal and external partners by ensuring that all pertinent information is managed swiftly and accurately, enabling the timely provision of health insurance benefits.
  • Maintain high-quality standards by adhering to established processes to meet health insurance provider requirements.
  • Provide constructive feedback and suggestions for process improvements that enhance efficiency and accuracy.
  • Demonstrate expertise in healthcare and benefits enrollment through effective written and verbal communication with clients and partners.
  • Possess a thorough understanding of health insurance provider requirements and systems to effectively process new and renewal orders.
  • Communicate customer feedback and any issues impacting the timely submission and approval of benefits.
  • Foster engagement within the team and seek opportunities to enhance collaboration and communication with your direct manager.

Qualifications:

  • Minimum of 2 years of relevant work experience.
  • Proficient in Google Workspace (Gmail, Docs, & Sheets) or Microsoft Office Suite.
  • Experience with data entry and interacting with external companies.
  • Strong problem-solving skills and ability to navigate ambiguity, with effective cross-team communication.
  • Proven track record in a metrics-driven operational role where data influences customer success.
  • Self-motivated with the ability to work both collaboratively and independently, striving towards team and individual performance metrics.
  • Flexibility to work during peak seasons.
  • Experience in processing administrative tasks to meet inventory demands and deadlines.

Preferred Qualifications:

  • Experience in healthcare, health insurance, or employee benefits.
  • Familiarity with finance or start-up environments.
  • Experience using Salesforce.
  • Proficiency with Apple products.