Client Success Specialist

Client Success Specialist

Client Success Specialist play a crucial role in the maintenance and enhancement of client relationships. They act as the primary point of contact for clients, addressing inquiries, providing product or service information, and resolving any emerging problems with accuracy and efficiency. Their role is multilayered, requiring a balance of communication skills, product knowledge, and problem-solving abilities to ensure clients receive outstanding service and support. They work with users over the phone, email or a chat system and will help them with issues.

As a Client Success Specialist you will perform document triage, scan and upload documents, perform data verification and data entry functions, run reports, mitigate issues, and frequently review business rules. Client Success Specialist will communicate directly with clients, primarily through email and phone, and work closely with our internal teams around the globe. We focus on collaboration, ability to adapt to client needs, listen and provide awesome support external and internal.

Key Responsibilities

• Adheres to clients' Business Rules, SOPs and PMDA requirements for assigned tasks
• Maintains working knowledge of products and / or services
• Answers incoming customer telephone calls in a courteous and professional manner
• Researches and resolves customer inquiries
• Effectively communicates customer issues and concerns to all applicable internal staff members
• Acting as the first point of contact for client inquiries, concerns, and requests, ensuring a prompt and reliable response
• Building and nurturing strong relationships with clients to understand their needs and ensure their satisfaction
• Resolving client issues and complaints with a solutions-oriented approach, aiming to maintain and improve client trust
• Collaborating with cross-functional teams to address client needs and coordinate service delivery
• Tracking and managing client accounts, keeping accurate records of client interactions, transactions, and feedback
• Examine documents submitted by field representatives and HCPs; verify data; prepare for scanning and upload
• Monitor and keep client's inbox organized and tidy; respond to queries with appropriate client email address and email signature
• Performing data entry functions that include but are not limited to hand entering or using an optical character recognition (OCR) program for business documents and forms requiring entry into the internal systems. They will be responsible for performing data entry, visual review of forms for errors and mitigation and maintaining accurate batch control records.
• Ensure data entry accuracy of sample request forms, packing slips, follow-up letters and signature audits
• Must maintain an acceptable keying speed and accuracy for data entry
• Must be cross trained on all clients and be willing to perform back-up responsibilities
• Must have the ability to toggle between applications simultaneously
• Strong ability to multitask; manage multiple projects effectively, handle distractions well, adaptable to new responsibilities
• Employs effective oral and written communication skills to ensure appropriate error mitigation communication
• Utilizes organizational skills to prioritize deliverables to accomplish work in established timeframes.
• Demonstrates strong teamwork skills to ensure that processes, procedures, and best practices are consistent with company culture
• Proactively identifying innovative ways to accomplish tasks and driving toward process efficiencies.
• Collaborate with Client Success Analyst
• Communicate with Operations Manager to avoid workflow issues
• Serve as the primary point of contact for patients navigating prescription fulfillment.
• Track and follow up on pending prescriptions to reduce drop-off rates.
• Maintain accurate records in CRM and patient management systems.
• Identify and escalate barriers to conversion (e.g., prior authorizations, cost concerns).
• Proactively reach out to patients with new prescriptions to initiate the conversion process.
• Monitor conversion metrics and identify opportunities for improvement.
• Support inbound inquiries related to prescription status and treatment onboarding.

Qualifications / Skills

Medvantx is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related conditions), sexual orientation, gender identity, gender expression, age, veteran or disability status, or other protected characteristics.