Client Services Specialist

Job Title: Client Services Specialist

Position Summary: 

The Client Services Specialist is responsible for multiple aspects of the department, including business development, marketing, implementation efforts, and client services. The Client Services Specialist will work cross-functionally to coordinate client service activities with a focus on delivering the ultimate client experience.

Key Duties and Responsibilities

• Serve as a secondary point of contact for client(s) (business segment(s) and client(s) as assigned)
• Assist in the identification, definition, and management of client onboarding and implementation activities
• Assist in investigating and responding to client inquiries with timely and accurate delivery of resolutions and responses, and resolve escalated client problems or disputes in a professional manner
• Liaise with internal departments to ensure client needs are fulfilled effectively
• Interface with clients and internal departments surrounding business and technical requirements of the software solution
• Review system and department documentation to aid in the assurance of ongoing compliance of services and solutions with the Centers for Medicare and Medicaid Services’ (CMS) regulatory requirements
• Prepare reports, presentations, change orders, and other deliverables as requested by clients and management
• Identify improvement opportunities and work cross-functionally to drive process enhancements in order to deliver best in class service to clients
• Assist in the development and maintenance of department policies and procedures, and the implementation of department tools to improve client experience and overall satisfaction
• Promote performance excellence by demonstrating integrity, dedication, magnanimity, and accountability
• Contribute to the achievement of Convey goals and objectives by performing other duties and special projects as assigned

Knowledge, Skills, and Abilities:

• Understanding of Medicare compliance requirements
• Advanced comfort level with technology and an aptitude for learning new software
• Excellent written, verbal and interpersonal communication skills, and the ability to anticipate the needs of customers
• Ability to speak clearly and concisely over the phone
• Skilled in dealing politely, tactfully and firmly with a wide range of people and personalities
• Excellent documentation skills and a strong attention to detail
• Superior organization and time management skills
• Ability to manage open requests and follow-up when necessary, without outside direction
• Excellent problem-solving skills, including the ability apply critical thinking to define problems, establish facts, and draw valid conclusions
• Ability to read and interpret documents, including but not limited to contracts, standard operating procedure manuals, and policies and procedures
• Ability to work independently with minimal supervision, in a fast-paced environment with potential interruptions
• Ability to manage small, medium, and large-scale projects while adhering to strict deadlines
• Team player who contributes to success of the department and company

Education and Experience:

• Bachelor's Degree or related qualification
• Project management certification or three (3) or more years of experience in a comparable or complementary position leading projects
• Minimum of one (1) year of experience in the Medicare Managed Care environment