Client Service Account Specialist

Description

The GREAT STATE TEAM is seeking a Client Service Account Specialist to join our fast-growing teams! As a Client Service Account Specialist you would act as the day-to-day liaison between the company and its clients, handling information requests, issues, and other client-related tasks. The Client Service Account Specialist helps to manage quality of service and client satisfaction by professionally, quickly, and thoroughly responding to client needs. Tasks include: interaction with clients via email, phone, meetings, written correspondence, production and analysis of client reports, settling account follow-up issues, informing internal departments of client issues/policies/changes, and acting as an advocate of client interests and service within the company. 

Essential Duties and Responsibilities:

• Manage correspondence, requests for information and issues from clients in a timely, professional and thorough manner.
• Assists in preparing and conducting client meetings by: gathering and formatting data on activity and performance, developing an agenda, coordinating schedules, and updating meeting trackers & follow-up items.
• Facilitate meeting process by scheduling the meeting, conducting pre-meeting audits, organizing prep meetings, works with other team members to ensure there are drafts of the meeting booklet to review at the prep meetings, and being the final editor and proofreader of the meeting booklet. Documents and publishes minutes from the meeting and open up appropriate tickets that come out of the meeting.
• Participates in regular internal meetings with manager, team, and staff from other departments. 
• Responds to internal staff inquiries regarding clients and accounts.
• Produces and distributes reports on client and department activity.
• Proactively communicate with clients and internal team regarding issues with their business, company changes, and ideas in order to maintain service and relationships.
• Ensure company staff are informed on a proactive basis of client issues, concerns and changes so that they may be addressed most appropriately. This includes activities specifically the documentation of tickets.
• Aggressively seeks out additional business opportunities with existing and prospective clients, keeping Sales, Marketing and other staff informed of such opportunities as they arise. 
• Learning client’s system of record as needed to complete job functions.
• Supports the achievement of department goals and notifies management and teammates when problems achieving goals arise. 
• Works to obtain the best possible solution on the account for the company and the client.

Additional Duties and Responsibilities: 

• Completes special projects or work duties as directed by manager.
• Assist in activity that will support departmental measurements as needed.
• Adheres to all FDCPA, FCRA, HIPAA and applicable laws, as well as SCS company policies.
• Will assist others within the Client Service and Business Support departments in their duties when necessary.
• Assist in the training and mentoring of other employees as needed.
• Consistently look for ways to improve current practices and procedures to save money, improve quality, and save time.
• Ensures Work Instructions are kept updated within the department and on the Company database.
• Ensure all staff activities are within company quality and compliance standards, as well as client-specific protocols. 
• Represents SCS with the professional and ethical work standards consistent with the mission and management policy of the company.

Qualifications, Skills and Experience:

• 2+ years’ experience in a business-to-business, Patient Billing or, Client-Facing function. 
• Personal Computing skills, including MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet, and keyboarding.
• Ability to create, maintain, analyze and distribute reports.
• Strong rapport-building and problem resolution skills.
• Ability to work successfully in a fast-paced, deadline-oriented environment.
• Strong organization skills. The ability to work on multiple tasks simultaneously.
• Articulate written and verbal communications skills.
• The ability to present in front of diverse audiences, including internal staff, clients, and industry professionals.
• Strong focus upon Customer Service and deliverables and significant attention to detail.
• Flexibility to travel to client meetings and conferences.

 We Offer a Comprehensive Benefits Package:

• Competitive benefits include Health, Dental, Vision, Life and Disability Insurance, 401K w/employer match, and HSA/Flexible spending accounts
• Paid time off 
• 7 Paid Holidays – Thanksgiving, Christmas Day, Christmas Eve, New Year’s Day, Memorial Day, Fourth of July, and Labor Day
• Family Friendly Events
• Wellness Programs/Gym Reimbursement
• All necessary equipment and technical support provided

* Benefits eligibility is dependent upon FTE Status and Position 

*All offers of employment are contingent upon successful completion of all post offer processing.