Lead Client Services Specialist
Telligen
full-time
Posted on:
Location Type: Remote
Location: Remote • District of Columbia, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $25 - $30 per hour
Job Level
Senior
About the role
- You will serve as the subject matter expert for assigned contracts in supporting inbound customer inquiries and scheduling State assessment referral appointments and work on expedited requests from stakeholders.
- You will ensure that client goals and SLAs are met daily
- You will provide support during peak periods and handle escalated cases and issues received from Senior Client Services Specialists.
- You will coordinate quality monitoring and development of Client Services Specialists, including but not limited to live-call monitoring, educational development, and presentations.
- You will develop standard knowledge base articles, develop training opportunities, perform quality assurance, and perform coaching and mentoring.
- You will assist in day-to-day operations by monitoring coverage and ensuring coordination with team members.
- You will assist with reports daily, monthly, and quarterly as needed.
- You will update metric dashboards daily, assess results, and review areas of concern with supervisors.
- You will act as client liaison, when applicable, attending recurring client-facing operational meetings.
- You will assist with staff recruitment, project work, and performs miscellaneous duties as assigned by Supervisor.
Requirements
- High school diploma or equivalent;
- Minimum 3 years of experience working in a customer service or healthcare environment.
- Experience working in a leadership or mentoring role; demonstrated experience working with deadlines and confidential information.
- Excellent verbal and written communication skills and advanced PC skills.
- Proficiency in all Microsoft Office products, especially Outlook and calendar management.
- Ability to triage issues and handle multiple tasks.
- Previous contact center experience preferred.
- Health care or insurance experience preferred.
- Medical Terminology or experience with coding (ICD/CPT) preferred.
- Bilingual skills a plus.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceleadershipmentoringMicrosoft OfficeOutlookcalendar managementmedical terminologycodingICDCPT
Soft skills
communicationproblem-solvingmultitaskingcoachingquality assuranceteam coordinationreportingclient liaisoneducational developmentescalation handling