Client Experience & Onboarding Specialist (Remote)

Health Care Cost Institute Inc.; Washington (District of Columbia); Remote; USD 75,000 - 90,000; Full time

Benefits offered by this job

403B retirement plan with employer

Health insurance

Remote-eligible with occasional travel

Job summary

Health Care Cost Institute Inc. is seeking a Client Experience Associate to strengthen client-facing operations and relationships. You will coordinate onboarding, respond to inquiries, and work with analytic staff to provide technical information to clients.

The role offers remote eligibility with occasional travel to Washington, DC, and requires East Coast hours. 3-5 years of related experience and CRM proficiency are preferred.

Qualifications

• 3-5 years of experience in customer service, client experience, account management, or customer success operations.
• Demonstrated experience utilizing and maintaining a CRM tool, including reporting and workflow configuration.
• Excellent written and verbal communication skills, with a relationship-first approach to client interactions rather than a sales or transaction driven one.
• Proven experience reporting on client satisfaction metrics and using those insights to inform strategy.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple projects at once.
• Experience collaborating and communicating with senior and executive-level leadership.
• Proactive and entrepreneurial spirit and a desire to work in an exciting and demanding environment
• Experience in health care, data analytics, or research organizations is a plus.

Responsibilities

• Coordinate the client onboarding process and serve as a primary point of contact for a portfolio of clients, maintaining frequent communication and proactively building organizational relationships with them.
• Respond to and resolve client inquiries and concerns promptly and coordinate with analytic staff and subject matter experts to provide technical information to clients.
• Set and maintain response time standards for client communication benchmarked against industry norms and monitor team performance against those standards to ensure timely, consistent outreach.
• Work with senior leaders to refine the best practices, workflows, and processes needed to build out HCCI’s client experience function.
• Implement a client experience strategy, identifying friction points across the client lifecycle, and execute process improvements.
• Configure and maintain the organization's CRM platform to track client activity, generate client experience reporting, and maintain accurate records of communications and outstanding issues.
• Define, track, and report on client experience key performance indicators, synthesize data into clear, actionable insights, and regular reports for leadership and client-facing teams.
• Assist in the preparation of client-facing materials, which could include briefings, FAQs, user guides, and presentations.
• Support HCCI’s organizational operational activities as needed.

Skills

CRM experience

Relationship management

Communication skills

Project management

Tools

CRM platform

Job description

Health Care Cost Institute Inc. is seeking a Client Experience Associate to strengthen client-facing operations and relationships. You will coordinate onboarding, respond to inquiries, and work with analytic staff to provide technical information to clients.

The role offers remote eligibility with occasional travel to Washington, DC, and requires East Coast hours. 3-5 years of related experience and CRM proficiency are preferred.