Client Services Coordinator

Client Services Coordinator

Department: Client Services

FLSA Status: Full Time, Non-Exempt

Salary Level: 3

Position Summary:

Coordinate receipt of all incoming emails to the Client Services email box and serve as the primary contact for the Client Services ACD phone line. Coordinate administrative support for Client Services Liaisons and provide superb customer experience to Brokers and UHA Clients to ensure Client satisfaction and retention.

Essential Duties & Responsibilities:

• Check Client Services email box at least every hour for incoming inquiries, answer simple inquiries or send to the assigned Client Services Liaison/Coordinator for handling and follow up.
• Check eFax, Client Services ACD line voice mail and ESD-Client Services Form Rejection Folder at least twice daily and forward to the assigned Client Services Liaison/Coordinator for handling.
• Answer incoming calls to the Client Services ACD line. Direct the caller to the assigned Client Services Liaison, Client Services Coordinator or assist as needed.
• Print and mail benefit pamphlets for all new groups within 1 business day of completion for new group paperwork or when otherwise requested.
• Assist Clients with basic paperwork (including but not limited to Group Action Sheets for demographic/GA changes, Domestic Partnership documentation, QNXT memos, requesting Schedule A/Form 5500s, W-2 report requests, and retro termination claims research), enter events for Client Services Liaisons in the Concierge calendar, follow up with brokers regarding prospective new groups.
• Obtain information for submission of Credit Card Authorization Forms as needed.
• Conduct concierge touches (New Group, 2 Month and 6 Month Touches).
• Maintain Salesforce.com through regular and consistent update of any tasks, events or opportunities.
• Provide high level of service and support to assigned brokers and UHA Clients, provide back-up assistance to Client Services Liaisons who are out of the office.
• Provide miscellaneous administrative support and perform other duties as assigned.
• This Position prohibits any activity that requires interpretation of clinical information to customers, including the choosing of a set of criteria to use for handling a request for healthcare services or treatment

Required Education and Experience:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent time management and organizational skills
• Able to work under pressure
• Proficient PC keyboarding skills
• Proficient in Microsoft Word, Outlook, Power Point and other Microsoft programs including an understanding of and ability to enter data and run reports from Excel
• Able to calculate discounts, extensions, additions, ratios and allocations
• Able to work as a contributing team member towards achieving management’s stated goals
• High School diploma or equivalent
• Two (2) years of recent customer service experience

Preferred and Advanced Qualifications:

• Associate degree from an accredited university
• Related recent healthcare industry

Physical Demands/Working Conditions:

The work environment characteristics described here are representative of those associate encounters while performing the essential functions of this job.

• Indoors, air-conditioned office
• Requires on-site meetings with clients / brokers in UHA’s office
• Frequent sitting, stooping, walking, seeing, hearing, speaking
• Able to lift at least 25 pounds

Software

• Windows, Word, Excel, PowerPoint, Salesforce and CRM Software

Tools/Machinery

• Standard office equipment (copier, fax, multi-line phone, typewriter, scanner)
• IBM compatible personal computer
• Laptop (Netbook) – for Open Enrollment presentations, when necessary
• Projector – for Open Enrollment presentations, when necessary

Other Objects/Materials

• PowerPoint presentation
• This position is a work from office

Competitive compensation & excellent benefits offered

Visit our website at https://uhahealth.com/page/career-opportunities to apply and for details about vacant positions.

An Equal Opportunity Employer