Client Liaison

This is a fully remote position, open to applicants in United States.

📋 Description

• Participates in selected customer meetings as appropriate to discuss feedback and necessary process improvements.

• Proactively identifies and highlights customer and plan issues for resolution while serving as a liaison to communicate workflow outcomes, ideas, and solutions.

• Addresses escalated customer concerns in collaboration with the Technical Leads, as needed.

• Analyzes data proactively, identifies trends and issues; offers system recommendations and constructive feedback related to plan modifications and updates.

• Collaborates with IT to define system fixes, enhancements, and requirements, and conducts user acceptance testing.

• Recognizes opportunities for process improvements within operations and leads the implementation of these changes.

• Serves as the primary contact for reporting system issues to IT and monitors them for resolution.

• Functions as a subject matter expert to help customers and Account Executives (AE) understand the implications of non-standard benefits and processes.

• Manages and prioritizes ad hoc requests from Account Executives to enable efficient execution and strategic focus on both new and existing program opportunities.

• Delivers customer process and/or tool training as required.

• Identifies urgent business challenges, gathers necessary information, accurately determines root causes, and develops solutions.

• Initiates and sustains partnerships across the organization; fosters collaboration by promoting shared goals and building trust.

⛳️ Requirements

• Bachelor's Degree in Health Care Administration or a related discipline.

• A minimum of 4 years of relevant job or industry experience.

• At least 2 years of experience in roles that involve interaction with customers and employees.

• Proven experience in STD/LTD, Leave (paid/state), and/or ADA.

• Strong consultative and leadership abilities.

• Excellent communication skills (verbal, written, and presentation).

• Comprehensive understanding of various aspects of contracts, plans, and products.

• Solid project management capabilities.

• Critical thinking and decision-making proficiency.

• Ability to collaborate with cross-functional business units and vendors to meet customer needs.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Prescription drug coverage.

• Health care flexible spending account.

• Dependent care flexible spending account.

• Aflac supplemental policies (Accident, Cancer, Critical Illness, and Hospital Indemnity) provided at no cost to employees.

• 401(k) plans.

• Annual bonuses.

• Opportunity to purchase company stock.

• 11 paid holidays.

• Up to 20 days of PTO available for any reason.

• State-mandated sick leave.