Lead Client Services Specialist

Telligen•Washington, DC

13d•$25 - $30

About The Position

This position is responsible for providing operational support and subject matter expertise to a team of Client Service Specialists (CSS) in support of specific state, federal, and commercial contracts. Provide escalated technical and administrative support for receiving and responding to inbound customer inquiries, conducting coordinated scheduling of assessment appointments, performing outreach to providers and members, providing program, technical, and administrative support for various contracts/customers, including support of internal applications and tools. Candidate must be located in Washington DC area and be familiar with the area for scheduling purposes. Working hours will be 8am-4:45pm Eastern.

Requirements

High school diploma or equivalent
Minimum 3 years of experience working in a customer service or healthcare environment.
Experience working in a leadership or mentoring role; demonstrated experience working with deadlines and confidential information.
Excellent verbal and written communication skills and advanced PC skills.
Proficiency in all Microsoft Office products, especially Outlook and calendar management.
Ability to triage issues and handle multiple tasks.

Nice To Haves

Previous contact center experience preferred.
Health care or insurance experience preferred.
Medical Terminology or experience with coding (ICD/CPT) preferred.
Bilingual skills a plus.

Responsibilities

Serve as the subject matter expert for assigned contracts in supporting inbound customer inquiries and scheduling State assessment referral appointments and work on expedited requests from stakeholders.
Ensure that client goals and SLAs are met daily
Provide support during peak periods and handle escalated cases and issues received from Senior Client Services Specialists.
Coordinate quality monitoring and development of Client Services Specialists, including but not limited to live-call monitoring, educational development, and presentations.
Develop standard knowledge base articles, develop training opportunities, perform quality assurance, and perform coaching and mentoring.
Assist in day-to-day operations by monitoring coverage and ensuring coordination with team members.
Assist with reports daily, monthly, and quarterly as needed.
Update metric dashboards daily, assess results, and review areas of concern with supervisors.
Act as client liaison, when applicable, attending recurring client-facing operational meetings.
Assist with staff recruitment, project work, and performs miscellaneous duties as assigned by Supervisor.