Client Success Specialist

MEDVANTX•Manalapan, NJ

64d

About The Position

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.

Requirements

High School diploma or equivalent is preferred.
Two to three years of clerical experience in a business environment.
Two to three years of customer-facing role experience, preferably handling customer service.
Proficiency in using Microsoft Office, particularly Word, Excel and Outlook.
Experience with web-based applications.
Professional verbal and written communication skills including grammar, spelling, punctuation, etc.
Friendly and empathetic demeanor.
Strong interpersonal skills and professional presentation.
Strong organizational and prioritization skills.
Ability to adapt to changing situations.
Strong follow-through on projects and duties.
Aptitude to prioritize and plan work activities and use time efficiently.
Ability to deal with frequent change, delays or unexpected events and capability to adapt to changes in the work environment and manage competing demands.
Strong observation skills with the ability to pay close attention to details.
Reliable attendance and punctuality a must.

Nice To Haves

Pharmaceutical industry experience preferred.

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.