Client Service Team Lead

Role Overview

• Organize and lead regular team standup meetings to prioritize client needs and remove obstacles to timely project delivery.
• Contribute to the recruitment, interview, and onboarding process for new team members by evaluating candidates’ technical expertise and their ability to thrive in a fast-paced, dynamic environment.
• Provide technical guidance to Client Support Associates and Client Support Specialists, fostering professional growth and ensuring high performance.
• Lead or assist with escalated client requests, ensuring full resolution and client satisfaction.
• Serve as escalation point for client cases and promptly inform Operations Manager of any issues.
• Troubleshoot and resolve production issues for ID cards, enrollment materials, checks, payments, and Explanation of Benefits (EOB) communications using advanced technical knowledge.
• Act as a technical subject matter expert to support product development initiatives, including user interface enhancements, design sessions, and testing.
• Collaborate with IT teams, internal and external, to support custom software integrations and implementation processes.
• Draft precise, technically detailed requirements for IT regarding client-driven data modifications.
• Analyze highly complex data sets and business rules to deliver actionable insights that support client objectives.
• Collaborate with other Team Leads and Operations Managers to identify workflow improvements and drive knowledge-building initiatives.
• Partner with cross-functional teams to align technical solutions with business goals.
• Coordinate with Tier 2 technical operations for product development and deployment.
• Represent Zelis during client visits and training sessions, providing technical expertise in client-facing engagements.
• Lead client-facing technical projects, ensuring timely delivery and alignment with client expectations.
• Navigate risk, timeline and technical issues directly with the client, ensuring a service and solution-oriented approach is always at the forefront.
• Offer strategic solutions to optimize project outcomes and proactively resolve obstacles through education and collaboration.
• Lead internal Zelis initiatives and special projects as needed.
• Lead efforts to mitigate incidents affecting multiple Payers and communicate progress and impact to stakeholders.
• Identify and communicate potential barriers, proposing immediate and long-term solutions for technical changes.
• Ensure documentation and reporting of technical processes, project status, and client feedback.
• Identify improvement opportunities, and drive continuous improvement efforts in service delivery, client satisfaction, and technical processes.

Requirements

• 6 years of combined project management and client service experience within healthcare or financial services, plus technical expertise within a SaaS environment
• Experience implementing solutions to drive performance and success.
• Familiarity with Zelis Advanced Payer Platform, Jira, and/or Salesforce.
• Willingness to travel occasionally and work flexible hours as needed.
• Strong client and associate focus with the ability to build and sustain productive relationships.
• Clear, accurate, and effective communication in both oral and written formats.
• Active contribution to team success and collaboration.
• Advanced problem-solving capabilities, with sound judgment and the ability to resolve complex issues under pressure.
• High initiative and motivation to exceed goals and proactively address challenges.
• Effective planning and organization skills, with the ability to prioritize tasks and manage resources efficiently.
• Commitment to upholding Zelis’ vision and IMPACT values in decision-making and daily actions.
• Dedication to delivering exceptional customer service and satisfaction.
• Ability to meet high standards of service and quality under tight deadlines.
• Willingness to expand technical and operational knowledge continuously.
• Strong understanding and compliance with HIPAA, security, and regulatory policies.
• Proven experience in client support, technical operations, and team leadership.
• Strong problem-solving skills and technical acumen.
• Excellent communication and collaboration abilities.
• Experience with product development, software integration, and project management.
• Ability to analyze complex data and deliver actionable insight.
• Bachelor’s degree preferred

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development