Sr. In Office Specialist

Public Partnerships; New York (NY); On-site; USD 55,000 - 65,000; Full time

Job summary

Public Partnerships is seeking an In-Office Support Specialist to be the primary contact for clients in the New York City area. You will assist with inquiries, resolve issues, and provide service-related guidance while maintaining high customer satisfaction.

You will work closely with internal teams to manage accounts, document interactions in CRM, and ensure accurate information on policies, eligibility, and care services.

Qualifications

• High school diploma or equivalent; associate or bachelor’s preferred.
• 3+ years in customer service or client support; 1+ year in data analytics.
• Strong communication and problem-solving abilities.
• Detail-oriented with ability to manage multiple tasks.
• Proficient with CRM software and Microsoft Office tools.

Responsibilities

• Greet clients and resolve inquiries in person.
• Address and resolve client concerns with follow-up.
• Assist with account management, registrations, and queries.
• Provide clear information on services, policies, and eligibility.
• Document interactions in CRM accurately.
• Collaborate with operations, finance, and compliance teams.
• Escalate complex issues to supervisors.
• Collect client feedback and suggest process improvements.
• Research authorization and claims in health systems.
• Investigate timesheet pend issues and communicate with clients.
• Educate consumers and Personal Assistants on program guidelines.
• Resolve escalations from MCOs and health plans.

Skills

Communication

Problem-solving

Customer-centric

Organizational

Technical skills

Attention to detail

Team player

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Tools

CRM software

Microsoft Office

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Summary

The In Office Support Specialist is the primary point of contact for clients, assisting with inquiries, resolving issues, and providing support related to the services we offer in the Satellite offices in the New York City area. This role requires strong communication skills, attention to detail, and a passion for helping others. The In Office Support Agent plays a key role in ensuring that our clients receive timely and accurate assistance while maintaining high levels of customer satisfaction.

Duties & Responsibilities

• Customer Support: Greet Consumers, Personal Assistants, and other clients to resolve issues, questions and general concerns that are brough to their attention.
• Problem Resolution: Address and resolve client concerns, complaints, and issues, ensuring a high level of satisfaction and providing follow-up as needed.
• Account Management: Assist clients with managing their accounts, including initial registration, providing guidance on processes, system navigation, and service-related queries.
• Service Information : Provide clients with clear, accurate information regarding services, policies, procedures, and eligibility for care, budgets, and personal assistants.
• Documentation: Accurately document client interactions, requests, and resolutions in the CRM system for future reference and reporting.
• Collaboration: Work closely with internal teams (e.g., operations, finance, and compliance) to resolve client issues and ensure seamless service delivery. This includes having a working level knowledge and understanding of how to address items such as pends, adjusts, and other payroll issues that are presented to them.
• Quality Assurance: Ensure all interactions meet company standards for professionalism, accuracy, and compliance with relevant regulations. Participate in training sessions to stay current on product offerings, company policies, and industry regulations to provide the best possible service.
• Escalation Support: Escalate more complex or unresolved issues to supervisors or other relevant teams, ensuring timely resolution for clients.
• Feedback Collection: Gather client feedback and suggest improvements to processes or services based on customer interactions.
• Authorization & Claims Research & Resolution : Performs in-depth research using internal databases, CRM payer portals, and electronic health record systems to resolve authorization-related inquiries accurately and efficiently.
• Timesheet Pend Investigation & Resolution: Responsible for researching and resolving timesheet pend issues, including conducting outbound calls to gather necessary information and ensure timely resolution
• Consumer & PA Education and System Training: Conducts outbound calls and other communications to educate and train consumers and their Personal Assistants on program guidelines, policies, and the effective use of internal systems and tools.
• MCO/Health Plan Escalation Resolution: Responsible for thoroughly researching and responding to escalations from Managed Care Organizations (MCOs) and health plans, ensuring timely and accurate resolution in accordance with organizational policies and regulatory requirements.

Required Skills

• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex information in a clear and empathetic manner.
• Problem-Solving: Strong problem-solving abilities, with a focus on resolving customer issues efficiently and effectively.
• Customer-Centric Attitude: A passion for helping others and a strong commitment to providing exceptional customer service.
• Organizational Skills: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Technical Skills: Comfortable using customer relationship management (CRM) software and other office technologies (e.g., Microsoft Office, email, chat systems).
• Attention to Detail: High attention to detail, ensuring that all client information is recorded accurately and consistently.
• Team Player: Ability to work collaboratively with a diverse team to achieve company goals and provide excellent service.

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Qualifications

Education :

High school diploma or equivalent required; associate or bachelor's degree preferred. Substantial professional experience may be considered in lieu of a formal degree.

Certification :

3+ years of experience in customer service, client support, or a related field. 1+ years of experience in data analytics

Working Conditions

In office Monday - Friday 8 AM - 5 PM; Must Reside in Latham, NY

Supervisory Responsibility (If applicable): None

Compensation

Compensation Range: $55,000-$65,000

This role is eligible for a base salary within the posted range. Actual compensation will be determined based on a variety of factors,