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Client Support Coordinator
2 months ago
Position: Customer Relations Specialist
Work Arrangement: Fully Remote
Work Hours: Full-time; 40 hours/week
Schedule: Monday-Friday, 8am-5pm MST
Contract Type: Temporary (duration varies by team)
Role Summary
The Customer Relations Specialist plays a crucial role in guiding clients through the onboarding process for new plans and renewals of health insurance benefits. This position involves providing administrative support and acting as a bridge between health insurance partners and customer service teams. The Specialist ensures that all necessary documentation is accurate and complete for enrolling, renewing, or modifying health insurance benefits for customers. Additionally, the role requires meeting internal service level agreements to provide timely assistance for underwriting needs.
In this capacity, you will collaborate closely with the Onboarding Advocate Team to guarantee that all required information and documentation are collected and shared with our insurance partners. Proficiency in navigating carrier portals, Salesforce, and Gusto systems is essential for efficiently retrieving necessary data, completing forms, and communicating with carrier representatives. A keen eye for detail and strong problem-solving abilities are vital for success in this role.
Key Responsibilities
- Collect and process customer health insurance selections for renewals and new plans, ensuring all documentation meets application standards.
- Accurately manage the submission and approval processes for health insurance selections on behalf of customers.
- Verify eligibility criteria with health insurance partners to confirm that customers meet necessary requirements.
- Collaborate with customer-facing teams and licensed benefits advisors to ensure timely and accurate delivery of health insurance requests.
- Address follow-up inquiries from both carrier partners and customer service teams when additional information is required or modifications are needed.
- Deliver exceptional customer service by proactively managing all necessary information to ensure timely delivery of health insurance benefits.
- Maintain high-quality standards by adhering to established processes to meet carrier requirements.
- Provide feedback and suggestions for process improvements to enhance efficiency and accuracy.
- Offer expertise in healthcare and benefits enrollment through effective written and verbal communication with customers and partners.
- Possess a thorough understanding of health insurance partner requirements and portals to facilitate the processing of 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.
- Proven track record in a metrics-driven operational role where data influences customer success.
- Self-motivated and capable of working both collaboratively and independently, with a focus on achieving team and individual metrics.
- Ability to manage workload during peak seasons.
- Experience in processing administrative tasks to meet deadlines and inventory demands.
Preferred Qualifications
- Experience in healthcare, health insurance, or employee benefits.
- Familiarity with finance or start-up environments.
- Experience using Salesforce.
- Proficiency with Apple products.
