Client Success Support Specialist

Intellivo•Creve Coeur, MO

25d

About The Position

The Client Success Support Specialist (CSSS) provides day-to-day operational and administrative support for Intellivo’s Client Success organization. This role is responsible for helping monitor client account activity, maintain accurate client documentation, support reporting, and ensure timely follow-up on client requests and issues. Working closely with Client Success Managers/Analysts and other internal teams, the Client Success Support Specialist helps keep client work organized, documented, and moving forward. This role is ideal for someone who is highly organized, detail-oriented, comfortable working with data and systems, and passionate about delivering a best-in-class client experience.

Requirements

1–3 years of experience in client support, customer service, operations, healthcare administration, or a related field.
Experience working with Microsoft Excel, Word, Outlook, and other basic business applications.
Strong customer service orientation; responsive, professional, and solutions-focused.
Excellent written and verbal communication skills.
High attention to detail with the ability to accurately manage data, documentation, and multiple tasks.
Solid organizational and time-management skills; able to prioritize work in a fast-paced environment.
Comfortable working with spreadsheets and structured data; willing to learn new systems and tools.
Collaborative team player with a positive attitude and willingness to learn.
Associate’s or Bachelor’s degree in Business, Healthcare Administration, or a related field preferred.

Nice To Haves

Prior experience in a healthcare, payer, TPA, or revenue cycle environment is a plus but not required.
Experience in healthcare payer, TPA, subrogation, TPL recovery, or revenue cycle settings.
Experience in a client support, account coordination, or customer success support role.
Intermediate Excel skills (e.g., filters, pivot tables, basic formulas) and familiarity with CRM or ticketing systems.
Experience supporting client meetings (e.g., preparing materials, taking notes, tracking action items).

Responsibilities

Client Account Monitoring & Support Help monitor assigned client accounts for activity and performance indicators; flag potential issues or trends to the Client Success Manager/Analyst.
Track and document client requests, questions, and action items; ensure timely follow-up and closure.
Support preparation and follow-up for recurring client meetings (e.g., agendas, notes, action-item tracking).
Documentation, Contracts & Client Records Obtain, organize, and maintain client-specific documentation (contracts, contact lists, configurations, requirements) in designated systems and shared locations.
Ensure client records are accurate, up to date, and complete, including changes in client contacts, scope, and reporting needs.
Assist in maintaining internal reference materials, templates, and client profiles used by the Client Success team.
Reporting & Data Support Run standard reports and basic data pulls to support client meetings, internal reviews, and routine account monitoring.
Perform initial quality checks on data and reports; escalate discrepancies or issues to the Client Success Manager/Analyst or Data/Analytics partners.
Help generate simple ad-hoc summaries or visuals (e.g., Excel tables, basic charts) for internal and client-facing use.
Issue Tracking & Escalation Support Log and track client issues and inquiries in the appropriate tracking tools (e.g., CRM, ticketing system, JIRA, and Salesforce).
Coordinate with internal teams (Operations, Technology & Data, Implementation) to gather updates and ensure accurate communication back to clients.
Identify recurring issues or themes and share with the Client Success Manager to inform process improvements.
Internal Coordination & Communication Act as an internal liaison between Client Success and other teams by sharing key updates, documentation, and client-specific details.
Support implementation and onboarding tasks for new or expanding client programs as directed by the Client Success Manager/Analyst.
Contribute to a positive, collaborative team environment by sharing information, best practices, and ideas for improving client support.
Continuous Learning & Industry Familiarity Build foundational knowledge of Intellivo’s services, the subrogation and revenue cycle industry, and client operations.
Participate in training and team meetings to stay current on process changes, system updates, and new client requirements.