Position Overview
The Client Support Specialist (CSS) serves as the primary point of contact for multiple Zelis Clients post Go-Live for processing of Claims Communications, Payments, and / or ID cards.
The CSS is responsible forassisting the client with the successful processing of Zelis services, performs day-to-day functions of managing the account, and makes decisions on how to approach projects for best results.
This role supports the Payments Optimization Business Unit / Service Operations.
Key Responsibilities
Participates in regular meetings with stakeholders, to provide leadershipand technical solutions to accomplish business objectives
Communicates & supports the Zelis Client Services vision / direction with clients and team members
Develops and sustains productive customer relationships
Proactively identifies complex problems; identifies, proposes, and implements solutions in a deadline driven environment
Establishes courses of action for self and others to ensure that work is completed efficiently
Supports continuous improvement efforts both internally and externally
Provides high level of customer service and satisfaction on all team accounts
Expands knowledge of Zelis and client’s business processes, technical systems, software, and delivery processes for case / issue management
Continual adherence of HIPAA, Compliance & Security policies
Required Qualifications
2+ years of Previous Customer Service experience
Experience working as a relationship or client service manager, implementation and / or project management
Preferred Qualifications
Experience in gathering business requirements, root cause analysis, business rule configuration, and / or testing software configuration
Knowledge of Jira and / or Salesforce
Education
Highschool Diploma or GED is required
Bachelor’s Degree Preferred in business, healthcare, or technology preferred
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