Client Support Specialist
Company: Zelis Healthcare Inc.
Location: Atlanta
Posted on: February 4, 2025
Job Description:
Client Support Specialist page is loadedClient Support
SpecialistApply locations US MO St. Louis, US TX Plano, US MA
Boston, US FL St. Petersburg, US GA AtlantaTime type: Full
timePosted on: Posted 3 Days AgoJob requisition id:
JR107388Overview
- The Client Support Specialist (CSS) serves as a point of
contact for Zelis customers who are live in ZAPP. The CSS is
responsible for providing best in class support and management to
the strategic accounts. Most responsibilities for the Client
Support Specialist are case management and resolution to production
related incidents, requests, and enhancements to our client's
business. A very strong work ethic and commitment to team is a must
to be successful. The Client Support Specialist is a level II
member of the Client Services Program. The level of knowledge
necessary for this position typically requires 1-2 years of
experience in technology, project management, or business analyst
related work. The client's business is a growth engine for Zelis
Payments and the core business for these customers consist of very
high-profile plans, such as Amazon, Walmart, and many government
plans. The demand and expectations of these plans are very high and
typically regulated by an association in accordance with CMS and
other legislation.Role Objectives
- Serve and support the clients and team with tier 1-3 cases
including but not limited to:
- Case Management
- Investigation
- Solution
- Mitigation
- Timely communication & updates to customers
- Abide by case SLA and expectations set by leadership
- Supplemental projects targeted to optimize client processing
and fulfillment.
- Specialty projects such as:
- One-time mailing
- Gap analysisKey Responsibilities
- Assist development with the definition and testing of complex
new features.
- Write and/or review detailed instructions to IT for data
translations and enhancements.
- Lead small project teams of Zelis personnel to resolve complex,
long-range client issues.
- Provide technical support to stakeholders (both client &
internal), and is effective in oral and written communication
skills to explain technical situations, present information, and
provide training.
- Management for multifaceted, complex clients.
- Prepare, coordinate, and lead on-site client meetings - with
support of Supervisor and/or Senior Leadership.
- Collaborate with Business Development/Sales.
- Participate in weekly office hours for CX team to bring complex
questions for discussion and resolution.
- Maintain a high level of customer service and satisfaction on
all accounts by identifying barriers, providing resolutions and
solutions through customer education, employee education, and
coordination with client and internal resources.
- Train client to perform self-service program
administration.
- Work as the Client Advocate to all Zelis Departments, by
assisting Clients in all aspects of their business with Zelis
Client Services.
- Understand healthcare industry knowledge, claims communication
and ID card production as well as data and how it translates to
produce client materials.
- Conduct periodic interaction with client's staff to maintain
excellent customer service, conduct conference calls with clients
as required.
- Apply technology and Zelis product knowledge to address client
needs.
- Keep Senior Manager and/or Technical Support Lead informed of
activities, alerting of any issues promptly.
- Perform basic customization of the explanation of benefits, ID
cards, and payments.
- Follow established HIPAA, Compliance & Security
policies.Professional & Interpersonal Skills
- Client/Customer Focus- Makes customers and their needs a
primary focus of one's actions; develops and sustains productive
customer relationships. Seeks to understand and educate customers;
builds collaborative relationships and takes action to meet their
needs and concerns.
- Communication- Communicates accurately, honestly and
effectively, both in oral and written form; practices active
listening. Clearly conveys information and ideas through a variety
of media to individuals and groups in a manner that engages the
audience and helps them understand the information.
- Team Success- Actively participates as a member of a team to
move the team toward the completion of goals.
- Problem Analysis & Solving- Uses sound or logical judgment to
spot and analyze problems; develops alternative solutions and
initiates action. Proactively identifies complex problems;
identifies, proposes and implements solutions in a deadline driven
environment.
- Initiative- Highly motivated to take prompt action to
accomplish objectives; strives to achieve goals beyond what is
required; proactive. Responds quickly; takes action and goes above
and beyond.
- Planning and Organizing- Establishes courses of action for self
and others to ensure that work is completed efficiently. Able to
prioritize, determine tasks, create schedules, leverage resources
and stays focused.
- Living the Vision and Values- Keeps the company's vision and
values at the forefront of decision-making and
action.Qualifications
- 2+ years of Previous Customer Service experience required.
- Experience working as a relationship or client service manager,
implementation and/or project management preferred.
- Bachelor's degree (business or technology related field)
preferred.Location and Workplace FlexibilityWe have offices in
Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St.
Petersburg FL, and Hyderabad, India. We foster a hybrid and remote
friendly culture and all of our employee's work locations are based
on the needs of the position and determined by the Leadership team.
In-office work and activities, if applicable, vary based on the
work and team objectives in accordance with Company
policies.Commitment to Diversity, Equity, Inclusion, and
BelongingAt Zelis, we champion diversity, equity, inclusion, and
belonging in all aspects of our operations. We embrace the power of
diversity and create an environment where people can bring their
authentic and best selves to work. We know that a sense of
belonging is key not only to your success at Zelis, but also to
your ability to bring your best each day.Equal Employment
OpportunityZelis is proud to be an equal opportunity employer. All
qualified applicants will receive consideration for employment
without regard to race, color, religion, age, sex, national origin,
disability status, genetics, protected veteran status, sexual
orientation, gender identity or expression, or any other
characteristic protected by federal, state or local laws.We
encourage members of traditionally underrepresented communities to
apply, even if you do not believe you 100% fit the qualifications
of the position, including women, LGBTQIA people, people of color,
and people with disabilities.Accessibility SupportWe are dedicated
to ensuring our application process is accessible to all
candidates. If you are a qualified individual with a disability or
a disabled veteran and require a reasonable accommodation with any
part of the application and/or interview process, please email
TalentAcquisition@zelis.com.SCAM ALERT: There is an active
nationwide employment scam which is now using Zelis to garner
personal information or financial scams. This site is secure, and
any applications made here are with our legitimate partner. If
you're contacted by a Zelis Recruiter, please ensure whomever is
contacting you truly represents Zelis Healthcare. We will never ask
for the exchange of any money or credit card details during the
recruitment process. Please be aware of any suspicious email
activity from people who could be pretending to be recruiters or
senior professionals at Zelis.
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Keywords: Zelis Healthcare Inc., Atlanta , Client Support Specialist, Other , Atlanta, Georgia
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