Client Success Escalation & Resolution Specialist

Zelis; Saint Petersburg (FL); On-site; USD 52,000 - 70,000; Full time

Job summary

Zelis is seeking a Provider Escalation & Resolution Specialist in Saint Petersburg, FL to deliver exceptional customer service. You will be the first touchpoint for clients, addressing inquiries, resolving issues, and maintaining accurate client records.

The role requires coordinating with internal teams, staying updated on Zelis products, and contributing to service improvements. Ideal candidates have healthcare exposure, experience with escalation tickets, and strong communication skills.

Qualifications

• Healthcare experience is helpful.
• Experience with healthcare escalation tickets preferred.
• Troubleshoot ticket-related issues and provide timely resolutions.
• Proficiency using AI tools and prompts.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to work independently and in a team.

Responsibilities

• Respond to client inquiries via phone, email, and in person meetings.
• Provide accurate information about products, services, and policies.
• Resolve client issues and ensure customer satisfaction and retention.
• Manage client accounts and keep information up to date.
• Conduct regular check-ins with clients to assess needs and satisfaction.
• Escalate complex issues to higher-level support or management as needed.
• Follow up to confirm issues are resolved and clients are satisfied.
• Maintain detailed records of client interactions and transactions.
• Prepare regular reports on inquiries, issues, and resolutions.
• Identify trends and provide feedback to improve processes and services.

Skills

Healthcare experience

Escalation tickets

AI tools proficiency

Written communication

Verbal communication

Problem solving

Teamwork

Microsoft Office

CRM software

Tools

CRM systems

Microsoft Office

Job description

Zelis is seeking a Provider Escalation & Resolution Specialist in Saint Petersburg, FL to deliver exceptional customer service. You will be the first touchpoint for clients, addressing inquiries, resolving issues, and maintaining accurate client records.

The role requires coordinating with internal teams, staying updated on Zelis products, and contributing to service improvements. Ideal candidates have healthcare exposure, experience with escalation tickets, and strong communication skills.