Client Services Representative

• Review and analyze documents, claim forms, supporting materials, and contract-related information
• Respond to complex inquiries from customers and clients
• Follow standard protocols, procedures, and instructions from Project Managers and Supervisors
• Apply feedback quickly and accurately to meet project expectations
• Work collaboratively with internal teams, project managers, supervisors, and business partners
• Monitor claims and correspondence work to ensure procedures are followed and project goals are met
• Assist supervisors and project managers in resolving issues that arise
• Identify errors, monitor the overall health of the case, and help create solutions
• Support quality assurance, deadlines, deliverables, and client-focused project outcomes

Client Services Project Lawyer

• Leads the region and/or teams according to the values, ethics and parameters outlined
• Establishes and maintains client account plans and ensures that action steps are implemented to achieve results in the areas of client satisfaction and retention, expansion of services, utilization of supplier network
• Accountable for achievement of all designated goals and objectives in the areas of operational effectiveness, revenue generation and other success factors
• Proactively supports development of client relationships and attend meetings & reviews as required
• In partnership with the Directors, establish and maintain long – term relationships with client at a global strategic level
• Identifies and implements process improvement for operational effectiveness, for client teams, based on client specific requirements whilst adhering to broader operational effectiveness goals, including technology requirements
• Creates an environment for success through regular communication forums, including operational team meetings and strategic leadership meetings with regional directors and managers, including all functional areas within the region
• Works closely with the Clients to assess any concerns on the planned program and associated business objectives
• Conducts Client performance analysis and develops optimization plans with Operations; recommends actions around process delivery enhancement
• Conducts Client profitability analysis & optimization recommendations (specifically related to contract/SOW terms and performance)

Senior Vice President – Client Services, Healthcare

• Handle inbound client contacts across phone, email, and chat
• Monitor live call center queues and maintain service level expectations
• Coach agents in real time and assist with escalations
• Conduct quality audits and track KPIs for the Supervisor of Support
• Maintain SOPs and support onboarding of new team members

Client Support Team Lead

• Responsible for managing the business relationship with multiple clients
• Maximize relationships by being the main point of contact between SCP Health’s RCS and the client
• Be the client’s resource for communications of changes and/or concerns
• Log client issues / requests / complaints / questions
• Schedule and conduct site visits to client facilities
• Identify challenges faced by the customers and develop workable solutions
• Manage and lead new client or new project implementation activities
• Participate in and/or lead client meetings on a monthly/regular cadence
• Conduct client post go live reviews to identify any operational challenges
• Develop and maintain detailed schedule and project plans for assigned projects

Client Services Manager

• Partner with assigned Client Manager(s) to maintain and grow existing business and ensures positive account relationships are maintained.
• Assist in the preparation of benefit design analysis for specialized proposals and quotes.
• Runs financial reports or performs basic financial analysis on utilization data and market research and analysis.
• Analyze operational business problems and provide problem resolution and effect change to all facets of the company.
• Support customers during the implementation of sales contracts and throughout the relationship by resolving difficult issues in a timely and professional manner.

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Client Services Project Lawyer

Senior Vice President – Client Services, Healthcare

Client Support Team Lead

Client Services Manager

Client Service Manager