Client Service Specialist

Role Overview

• Independently lead and facilitate meetings with clients, external partners and internal teams to drive collaboration and resolve operational challenges.
• Communicate the Zelis Payer experience vision to clients and teams, ensuring alignment with organizational goals.
• Guide clients toward optimal product configuration, collaborate to align on delivery timelines and manage each interaction with a solution and service-oriented mindset.
• Serve as a technical expert, offering specialized guidance and solutions to enhance Payer Experience.
• Maintain comprehensive knowledge of Zelis offerings, production fulfillment processes, healthcare enrollment procedures, and payment optimization strategies.
• Apply technical troubleshooting skills to resolve complex issues involving client mapping and data ingestion.
• Advocate for clients across all Zelis departments, assisting with technical aspects of payments and related business needs.
• Deliver training sessions, as needed, to support client success.
• Independently manage daily casework, ensuring timely resolution and continuous progress on long-term milestones across multiple client projects.
• Oversee and update project milestones to support ongoing client success.
• Communicate proactively and thoroughly with Payers, managing the overall service experience.
• Collaborate with cross-functional teams internally and externally to design, develop, test, and deploy client change requests.
• Identify and communicate potential barriers, proposing both immediate and long-term solutions for technical changes.
• Assess business need and associated impact of client-requested work to inform prioritization.
• Analyze complex data sets and business rules to deliver actionable insights that support client objectives.
• Ensure accurate translation of complex data into client-facing materials, demonstrating deep expertise in healthcare industry practices, claims communications, payment processing, and ID card production.

Requirements

• Bachelor’s degree preferred
• 2-3 years of experience in client service and business analysis, preferably within healthcare or financial services.
• Experience in requirements gathering, root cause analysis, business rule configuration, and software configuration testing.
• Proficiency with Jira and/or Salesforce preferred
• Demonstrated experience as a relationship or client service manager, implementation/project manager, business process consultant, or sales engineer.

Benefits

• 401k plan with employer match
• Flexible paid time off
• Holidays
• Parental leaves
• Life and disability insurance
• Health benefits including medical, dental, vision, and prescription drug coverage