Client Experience Specialist

Overview

6 Degrees Health is bringing equity and fairness back to healthcare reimbursement by utilizing data and technology, including our own software platforms. Our team of industry experts work with health plans to make the most of their healthcare dollars, which allows them to pass along the savings back to their members. With positive change comes growth, so we are currently seeking a Client Experience Specialist to join our fun, fast-paced team.

Role Summary

6 Degrees Health is looking for the right candidate to serve as a Client Experience Specialist, supporting our Client Experience team with renewal documents, client lifecycle management, and other projects. This position serves both internal and external clients. Organization, accuracy, and attention to detail will be vital. This position reports to the Senior Director of Client Experience.

Essential Role Responsibilities

• End to end management of our renewal document process. Renewal documents are sent yearly with potential rate increases and serve as an amendment to the client's service agreement.
• Track all live clients and their document send date.
• Coordinate with Sales to identify any yearly fee increases by client.
• Produce, send, and document accurate renewal documents yearly by client.
• Field questions and comments from clients based on renewal documents and coordinate with Client Experience Team to resolve any issues.
• Work collaboratively with Sr. Dir. of Client Experience, IT, and other resources to streamline and automate the client renewal document process.

• Ensure all actions are documented in Salesforce.

• Client Lifecycle Management

• Collaborate with the Implementation team for onboarding new clients as needed.
• Assist the Client Experience team by ensuring that all terms are documented accurately in Salesforce.
• Work closely with the Accounting team to resolve all delinquent invoices.

• Conduct regular audits in Salesforce to ensure data integrity.

• Standard Operating Procedures (SOP)

• Collaborate with the Client Leadership team to identify, develop, document, and train new processes.
• Conduct yearly reviews of SOPs to determine those needing to be updated or archived.

• Work closely with all teams to ensure processes are efficient for all teams.

• Coordinate and facilitate new employee training for the client experience team.

• Collaborate with Marketing on all client communications
• This includes creating the client list for Operational communications.
• Verify the marketing messaging to ensure it matches the intended content.

• Manage the annual CSAT, including creating the client list, sending it, summarizing the feedback and working with the Client Experience Leadership team on an action plan to address any concerning feedback.

• Client Ops Project Lead

• Define business requirements for projects.
• Collaborate across teams to identify most efficient process for all Ops teams.
• Attend project meetings
• Ensure design for projects improves our current processes.
• Develop, implement and train new SOPs resulting from the project.

• Test new processes and Salesforce modifications to confirm their compliance with the intended improvement design.

• Ensure Client Experience team has all the necessary reports built for team.

• Create reports for Client Experience team as needed.
• Review current reports to ensure accuracy of data.
• Work closely with our Business Data Analyst team for report creation and archiving.

Required Skills

• Proficient in Microsoft Office (especially Excel), PowerBI, and Salesforce
• Must perform well in high-energy, dynamic, and team-oriented environments
• Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
• Possess effective verbal and written communication skills
• Excellent presentation and training skills
• Proven teamwork, critical thinking, understanding of the importance of working across all Ops teams to ensure optimal efficiency.

Minimum Role Requirements

• Bachelor's degree or equivalent experience preferred
• High School Diploma required
• Healthcare background required

Essential Role Functions

• Must have the ability to read and understand various process flows and procedures
• Strong internal and external communication skills, both verbal and written
• Must be willing and able to work a 5-day schedule and additional hours beyond regularly scheduled shift to cover vacancies, if necessary
• Must be able to sit or stand for two hours at a time
• Must be able to operate computers and phones to support position requirements
• Strong Microsoft Office Skills are a must

Organizational Benefits

• Medical, Dental, Vision and Other Outstanding Ancillary Benefits
• Training and Development Opportunities
• 10 Paid Holidays
• 401k Program
• Remote Work Stipend
• Unlimited Paid Time Off
• Calm App Premium Membership

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa.

The base salary range for this position is between $55,000 and $65,000, plus benefits. Please note that the base salary range is a guideline, and that individual compensation will vary based on factors such as overall qualifications, skillsets, competencies, and work location.

At 6 Degrees Health, we understand that an outstanding team is the building block of any organization. With a solid foundation, achieving our goals becomes a reality. We are dedicated to creating a safe and inclusive environment for our employees, and those in our communities, and we believe that our community is stronger when everyone is included and appreciated. We are committed to learning, listening, and improving, while celebrating the diversity and humanity of all people. We are committed to providing opportunities for engagement in decision making and ensuring safe transparency to express and challenge ideas.

6 Degrees Health, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.