Sr. In Office Specialist

Public Partnerships•Latham, NY

9d•Onsite

About The Position

The In Office Support Specialist is the primary point of contact for clients at satellite offices in the New York City area. The role assists with inquiries, resolves issues, and provides support related to the company’s services. It requires strong communication and organizational skills, attention to detail, and a customer-focused approach to ensure clients receive timely, accurate assistance and a high level of service. The specialist supports consumers, Personal Assistants, and other clients with account registration and management, program and service information, authorization and claims inquiries, timesheet pend issues, and system training. The role researches and responds to escalations from Managed Care Organizations and health plans, documents client interactions in the CRM, collaborates with internal teams, and escalates complex issues as appropriate. The position is based in an office and is scheduled Monday through Friday, 8 AM to 5 PM. The posting states the candidate must reside in Latham, NY.

Requirements

High school diploma or equivalent required; substantial professional experience may be considered in lieu of a formal degree.
At least 3 years of experience in customer service, client support, or a related field.
At least 1 year of experience in data analytics.
Excellent verbal and written communication skills, including the ability to explain complex information clearly and empathetically.
Strong problem-solving abilities and a focus on efficient, effective issue resolution.
Customer-centric attitude and commitment to exceptional service.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Comfort using CRM software and office technologies such as Microsoft Office, email, and chat systems.
Strong attention to detail and accurate, consistent recordkeeping.
Ability to collaborate with a diverse team.
Must reside in Latham, NY.

Nice To Haves

Associate or bachelor's degree preferred.

Responsibilities

Greet consumers, Personal Assistants, and other clients and respond to issues, questions, and general concerns.
Address and resolve client concerns, complaints, and issues, and provide follow-up as needed.
Help clients manage accounts, including initial registration, processes, system navigation, and service-related inquiries.
Provide clear and accurate information about services, policies, procedures, and eligibility for care, budgets, and Personal Assistants.
Accurately document client interactions, requests, and resolutions in the CRM system.
Collaborate with operations, finance, compliance, and other internal teams to resolve client issues and support seamless service delivery, including payroll matters such as pends and adjusts.
Ensure interactions meet company standards for professionalism, accuracy, and regulatory compliance; participate in training to stay current on offerings, policies, and regulations.
Escalate complex or unresolved issues to supervisors or relevant teams and support timely resolution.
Gather client feedback and suggest improvements to processes or services.
Research authorization-related inquiries using internal databases, CRM payer portals, and electronic health record systems, and resolve them accurately and efficiently.
Investigate and resolve timesheet pend issues, including making outbound calls to gather necessary information.
Educate and train consumers and their Personal Assistants on program guidelines, policies, and the use of internal systems and tools.
Research and respond to escalations from Managed Care Organizations and health plans in accordance with organizational policies and regulatory requirements.