Customer Service Specialist

Convey Health Solutions is a company focused on delivering exceptional client services in the healthcare sector. The Client Services Specialist is responsible for coordinating client service activities, managing onboarding processes, and ensuring compliance with regulatory requirements while enhancing the overall client experience.

Responsibilities:

• Serve as a secondary point of contact for client(s) (business segment(s) and client(s) as assigned)
• Assist in the identification, definition, and management of client onboarding and implementation activities
• Assist in investigating and responding to client inquiries with timely and accurate delivery of resolutions and responses, and resolve escalated client problems or disputes in a professional manner
• Liaise with internal departments to ensure client needs are fulfilled effectively
• Interface with clients and internal departments surrounding business and technical requirements of the software solution
• Review system and department documentation to aid in the assurance of ongoing compliance of services and solutions with the Centers for Medicare and Medicaid Services’ (CMS) regulatory requirements
• Prepare reports, presentations, change orders, and other deliverables as requested by clients and management
• Identify improvement opportunities and work cross-functionally to drive process enhancements in order to deliver best in class service to clients
• Assist in the development and maintenance of department policies and procedures, and the implementation of department tools to improve client experience and overall satisfaction
• Promote performance excellence by demonstrating integrity, dedication, magnanimity, and accountability
• Contribute to the achievement of Convey goals and objectives by performing other duties and special projects as assigned

Requirements:

• Understanding of Medicare compliance requirements
• Advanced comfort level with technology and an aptitude for learning new software
• Excellent written, verbal and interpersonal communication skills, and the ability to anticipate the needs of customers
• Ability to speak clearly and concisely over the phone
• Skilled in dealing politely, tactfully and firmly with a wide range of people and personalities
• Excellent documentation skills and a strong attention to detail
• Superior organization and time management skills
• Ability to manage open requests and follow-up when necessary, without outside direction
• Excellent problem-solving skills, including the ability apply critical thinking to define problems, establish facts, and draw valid conclusions
• Ability to read and interpret documents, including but not limited to contracts, standard operating procedure manuals, and policies and procedures
• Ability to work independently with minimal supervision, in a fast-paced environment with potential interruptions
• Bachelor's Degree or related qualification
• Minimum of one (1) year of experience in the Medicare Managed Care environment