Client Service Specialist

As a Client Service Specialist, you will be responsible for receiving and responding to inbound customer inquiries, performing outreach to providers and members, providing program support for contract members, and providing technical and administrative support for various contracts, including support of internal applications and tools.

While this position is primarily remote, we do request your presence at our West Des Moines office one time per month.

You will ensure the highest level of customer satisfaction by partnering with team members and program support to meet contract specific service level agreements and successfully perform responsibilities as defined by the assigned contract(s). Your customer support will include answering general inquiries, troubleshooting issues, scheduling/rescheduling assessments, and other administrative responsibilities as assigned. You may refer more complex calls to appropriate team members. You will demonstrate professionalism through written and verbal communication with both internal and external customers, using multiple communication methods. You will provide general office support and may perform data entry into database within specified timeframes. You will prepare and distribute applicable correspondence from multiple sources to external participants following standard operating procedures and quality standards, to meet contract requirements. You will listen to concerns, analyze information, recommend solutions, and confirm customer satisfaction. You will work as an engaged team member to provide feedback, suggest improvement and work with leadership to achieve company and employee-owner goals.

High school diploma and/or equivalent Demonstrated experience working in a customer service or healthcare environment. Demonstrated experience working in a mentoring or leadership role. Demonstrated experience working in a fast-paced and deadline driven environment. Excellent verbal and written communication skills. Intermediate PC Skills Proficiency in all Microsoft Office products. Ability to triage issues and handle multiple tasks at the same time. Keyboarding equivalent 50 words or more per minute. Because of the nature and immediacy of the work, the ability to maintain regular and predictable attendance is essential.

Experience in a call center environment including inbound and outbound calls at a high volume Experience in healthcare or insurance Experience using Outlook scheduling/calendars Medical terminology experience or experience with coding (ICD/CPT) Bilingual skills a plus