Client Services Specialist

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

📋 Description

• Deliver timely and personalized service through phone, email, and follow-up communications.

• Handle inbound and outbound calls via RingCentral while ensuring professionalism and maintaining call quality.

• Provide first-call resolution for inquiries related to benefits, reimbursement, billing, COBRA, claims, enrollment, and eligibility.

• Assist members during Qualifying Life Events (QLEs) by clarifying the necessary documentation and subsequent steps.

• Aid in the processing of ID card requests, which includes research, reorders, and communication with carriers.

• Manage overage dependent reviews, notifications, and eligibility assessments.

• De-escalate high-tension situations by employing empathy, active listening, and effective communication.

• Complete and oversee Salesforce Case Types, such as EE-Level Enrollment/Eligibility Cases (member additions, terminations, demographic adjustments, plan modifications, etc.).

• Investigate and address questions related to benefits, reimbursements, denials, and claims.

• Take ownership of resolving errors and ensure clear communication with both members and internal teams.

• Accommodate one-off reporting requests for internal teams, brokers, or employers as required.

• Keep accurate client records and document discrepancies or updates diligently.

• Provide general administrative assistance and contribute to special projects.

⛳️ Requirements

• A high school diploma or an equivalent qualification.

• 3–5 years of experience in customer service, with a preference for call center experience.

• At least 1 year of experience in medical billing, benefits, insurance, or eligibility/enrollment support.

• Excellent verbal and written communication skills, with the ability to multitask and prioritize effectively.

• Proficient in Microsoft Office and comfortable using CRM systems, phone technologies, and administrative tools.

• Strong focus on detail and accuracy in data management.

• Experience in managing sensitive information and handling difficult conversations with professionalism.

• Self-motivated, organized, and able to effectively manage time in a remote work setting.

• Knowledge of medical reimbursement, benefits administration, HIPAA, or COBRA regulations is preferred.

• Familiarity with Salesforce, Zoom, Microsoft Teams, or related tools is preferred.

• Experience in supporting diverse member populations is preferred.

• Background in eligibility processing, enrollment support, or coordination with carriers is preferred.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and growth.

• Flexible work arrangements to support work-life balance.

• Collaborative and inclusive team environment.