Position Overview:
Primary job responsibilities entail coordinating different internal departments and external vendors or partners to ensure a smooth and consistent project lifecycle. Lead meetings with internal and external project contributors. Take a leading role in managing the relationships with key accounts. Manages multiple project timelines simultaneously. Adjust and adapt for changing client and broker expectations. Provides client deliverables and ongoing project administrative support. Leverage experience and job knowledge to identify new strategies, tools and/or efficiencies that can help improve project results. Present an overview of our process and timeline to customers and outside third parties. Anticipates timeline bottlenecks and helps to determine priorities when multiple projects are active and ongoing at the same time. Assists in the development of standard documentation, master forms, organizational logs and other procedures that are designed to establish metrics to further improve and enhance corporate efficiency.
Essential Duties and Responsibilities:
- Works closely with Account Managers and Supervisors to ensure all clients are being serviced appropriately.
- Optimizes workflows and identifies areas of potential improvement.
- Coordinates the workflow and output in the Processing Center department to ensure upcoming due date tasks are completed on time by the staff or as directed by the management.
- Uses critical thinking to determine appropriate vendor for outgoing mailers.
- Coordinates with Account Managers in generating the weekly status reports as needed for each client, and in providing custom client reporting.
- Attends regular client conference calls as needed
- Responsible for tracking client project deliverables and due dates, and in providing reminder notifications to internal staff when a project, mailings or task is approaching deadline.
- Coordinates with Account Manager in handling client inquiries and incoming email communications, fielding questions and the timely and effectively responding to requests.
- Coordinates client weekly file uploads from the ongoing maintenance REV clients that are incoming from the web-based portals.
- Coordinates the transmission of outgoing Image files through secure and encrypted methods.
- Assists in creating custom forms and documents, and prepares charts for the client’s plan eligibility rules, and the documentation needed based on each client’s verification requirements.
- Compiles data reports & spreadsheets, composes correspondence, and prepares other documentation with thoroughness and accuracy within the final/end-product.
- Assists with managing the call center telephone coverage and data entry projects, scanning projects, and provides support when workloads are higher in volume in order to maintain effective service levels.
- Works with the software development team to design and beta test new software processes, such as the Routine Enrollment Maintenance (REM) portal.
- Partners with management and the executive team to ensure documentation and deliverables are consistently meeting overall expectations.
- Ensures that we maintain strong and positive client/broker relationships and resolves any customer issues.
- Provides regular and reliable input to management.
- Assists with appropriate review and updating documentation of our standard policy and procedures.
- Monitors envelopes and supplies inventory to ensure adequate levels are maintained.
- Ability to quickly learn new computer software and feature improvements and then provide training and mentoring to other workforce members and management as needed.
- Performs other duties as assigned or as business needs are changed or expanded.
Education and Experience:
- Bachelor’s degree in business, communications, or a related course of study. Direct experience weighed more heavily than specific degree achieved.
- Minimum five years related experience, demonstrating progressively increasing responsibility.
- Excellent skills with Microsoft Windows and the Microsoft Office suite (current versions).
- Excellent written, communication, and interpersonal skills.
- Excellent organizational and time management skills.
- Excellent presentation skills.
- Strong customer service skills, with a focus on building client relationships.
- Sales experience such as cold-calling, product upselling, or product presentations.
- Ability to work independently or in a team environment.
- Ability to regularly use business judgment in applying company policies, processes and procedures.
- Must be able to handle confidential and sensitive information securely and appropriately.
- Ability and passion to learn the business and industry to assist in the development of new products.
Job Type: Full-time
Pay: $70,000.00 - $75,000.00 per year
Benefits:
- 401(k) matching
- Employee assistance program
- Employee discount
- Flexible spending account
- Health savings account
- Life insurance
- Parental leave
- Professional development assistance
Compensation package:
Experience level:
Schedule:
- Day shift
- Monday to Friday
Application Question(s):
- How many years of client services and/or sales experience do you have?
Education:
Experience:
- Client services: 5 years (Required)
Work Location: Hybrid remote in Livonia, MI 48152