Client Experience Specialist — Escalations & Service

Leading Edge; Tampa (FL); On-site; USD 42,000 - 60,000; Full time

Job summary

Leading Edge seeks a Client Experience Coordinator to drive customer loyalty by managing the end-to-end journey, resolving complex inquiries, and analyzing work items to improve service. The role collaborates with leadership and internal teams to implement strategies for a seamless, positive experience.

Responsibilities include responding to inquiries, processing claims adjustments, and identifying trends to improve support.

Qualifications

• High school graduate or equivalent.
• 1+ years of experience in a customer service or call center environment handling escalation/2nd tier inquiries preferably in a healthcare, insurance or TPA environment.
• Comfortable supporting multiple channels and adjusting to dynamic workloads.
• Familiarity with call center metrics and quality standards; Experience with claims processing, benefits, eligibility systems preferred.
• Experience with CRM systems or customer support platforms preferred.
• Experience in working escalations through emails and spreadsheets meeting timely resolution.
• Previous exposure to workforce management or scheduling tools.
• Solid working knowledge of standard computer applications including MS Word, Excel, Outlook, and PowerPoint.
• Ability using a computer which includes expert keyboard and navigation skills and learning new programs.
• Communicate clearly and professionally with internal and external customers.
• Work effectively individually and as part of a team to achieve established outcomes. Understand other’s roles and empower one another to take responsibility to be successful.
• Demonstrate collaborative interactions with peers to reach a common goal as well as be a resource to team members and internal/external customers
• Pay close attention to detail in all aspects of the job
• Make decisions using available resources and sound judgment
• Maintain confidentiality and discretion
• Identify and resolve problems in a timely manner, gather and analyze information skillfully and proactively
• Share knowledge with associates by effectively communicating and providing follow-up
• Open to other’s ideas and exhibits a willingness to try new things.
• Demonstrate accuracy and thoroughness; monitor work to ensure quality.
• Prioritize and plan work activities to use time efficiently.
• Adapt to changes in the work environment, manage competing demands and is able to deal with frequent changes, delays, or unexpected events.
• Follows instructions, responds to direction, and solicits feedback to improve.
• Act in such a way to instill trust from management, other associates, as well as customers.
• Work overtime as required

Responsibilities

• Work escalations/disputes received from clients, Account Managers, members and our internal/external business partners.
• Investigate and resolve disputes/escalations. Research and identify root causes of denials/ underpayments and other errors and gather what is needed to resolve the issues.
• Provide best-in-class resolution through varied communication channels; resolve issues promptly, professionally and accurately within prescribed turn-around-time.
• Communicate with providers, customers, and other parties to gather information, provide updates and resolve escalations and inquires.
• Update and maintain accurate records of progress, action taken, pending items and status; communicate updates to internal and external stakeholders.
• Collect and analyze data and feedback to identify pain points, process inefficiencies, gaps in support documentation, root causes of issues, and opportunities for improvement. Propose solutions.
• Support the design and execution of customer experience programs to improve service quality, efficiency, and brand perception.
• Monitor key performance indicators (KPIs), prepare reports on customer feedback, and maintain/update CRM tools to track and document interactions.
• Provide feedback for training opportunities, compile documentation as needed for retraining.
• Regularly support call queues.
• Meet or exceed performance metrics including quality, accuracy, call handling time, time to resolution, work volume and member satisfaction; standards may be revised.

Job description

Leading Edge seeks a Client Experience Coordinator to drive customer loyalty by managing the end-to-end journey, resolving complex inquiries, and analyzing work items to improve service. The role collaborates with leadership and internal teams to implement strategies for a seamless, positive experience.

Responsibilities include responding to inquiries, processing claims adjustments, and identifying trends to improve support.