The Client Relationship Specialist is also known as a Customer Support Representative. The Customer Support Representative will provide excellent customer service to our Veterans throughout the claims process. This will entail making a high volume of outbound calls to our Veterans regarding their claim status. The Client Relationship Specialist works closely with other departments to ensure our Veterans are supported and can achieve the best outcomes. The Client Relationship Specialist will be the main point of contact for assigned Veterans.

Responsibilities

• Building, growing, and maintaining a trusting client relationship with each assigned Veteran; average number of assigned clients is 150 – 180 Veterans for each Client Relationship Specialist.
• Serving as single point of contact for each assigned client, learning needs of client and building plans to meet or exceed client needs.
• Coordinating and communicating the proposed strategy for the Veteran’s medical evidence development, including periodic follow-up to ensure client satisfaction and service delivery.
• Addressing all client concerns in a prompt manner and collaborating with key departments to resolve all issues.
• Responsible for both inbound and outbound communications to update on progress (6 to 7 hours per day).
• Recording Veterans' progress and communicating that progress with the client and the team. Continually update customer records to reflect communications and progress through the medical evidence development system.
• Following up with assigned Veterans to ensure they are satisfied with services.
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Use company policies to efficiently assist our Veterans.
• Participate in training sessions to keep up to date on all policies and company news.
• Provide input on how to improve the quality of service to the veterans.
• Organizing and analyzing client information, cross checking and validating client information, and checking forms and documents for completion.
• Meet or exceed established productivity and quality targets for the position.

Qualifications

• Should have a background in healthcare/medical/nursing, or any related field.
• Preferably with minimum of one year of experience in customer service and/or sales.
• Ability to effectively deliver information on the phone six (6) to seven (7) hours per day; notate these customer interactions in our client portal.
• Excellent interpersonal, analytical and critical thinking skills.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of instructions.
• Ability to remain calm while working under pressure in a busy environment.
• Ability to work within timeframe of standard policies and procedures.
• Ability to maintain confidentiality related to sensitive company and client information.
• Excellent ability to multi-task and prioritize in a busy, fast-growth environment.
• Detail oriented, diligent, and flexible.
• Ability to operate basic office equipment such as computers, printers, copiers, and scanners.
• Knowledge of Microsoft suite.
• Excellent written and verbal communication skills.
• Professional or personal experience supporting individuals with disabilities preferred.

Please refer to job description.