The SSI Group

Client Services Representative

• Serve as a key team member in supporting new activity and expansions
• Serve as the primary escalation point for complex client inquiries, concerns and operational issues
• Ensure timely and accurate resolution of support requests across all channels
• Coordinate onboarding activities for new providers, departments and client locations
• Serve as the primary operational contact during provider implementations and expansion initiatives
• Facilitate provider training, workflow reviews and readiness assessments prior to launch
• Track onboarding milestones, project deliverables, risks, dependencies and action items
• Partner with Product and Technology to ensure successful implementations
• Monitor provider engagement following launch and proactively address barriers to success
• Support ongoing relationship management activities for newly launched providers and departments
• Participate in implementation planning, launch meetings and operational readiness reviews
• Assist senior leaders with reporting and analysis
• Act as SME for onboarding and client experience best practices
• Support change management initiatives and operational enhancements
• Lead, coach and develop Patient Support Specialists
• Conduct regular one-on-ones, coaching sessions and performance reviews
• Identify skill gaps and implement performance improvement plans as needed
• Assist senior leaders with recruiting, hiring, onboarding and training new employees
• Foster an environment of Support, Engagement and Accountability (SEA)
• Recognize and reward performance while addressing concerns promptly and effectively
• Perform other job-related duties as assigned
• Participate in cross-functional meetings and go-live activities

Team Lead, Implementation – Client Support