Client Support Specialist

Overview

The Client Support Specialist (CSS) serves as a point of contact for Zelis customers who are live in ZAPP®.  The CSS is responsible for providing best in class support and management to the strategic accounts.  Most responsibilities for the Client Support Specialist are case management and resolution to production related incidents, requests, and enhancements to our client’s business.  A very strong work ethic and commitment to team is a must to be successful. The Client Support Specialist is a level II member of the Client Services Program.  The level of knowledge necessary for this position typically requires 1-2 years of experience in technology, project management, or business analyst related work.  The client’s business is a growth engine for Zelis Payments and the core business for these customers consist of very high-profile plans, such as Amazon, Walmart, and many government plans.  The demand and expectations of these plans are very high and typically regulated by an association in accordance with CMS and other legislation.

Key Responsibilities

• Serve and support the clients and team with tier 1-3 cases including but not limited to;
  • Case Management
    • Investigation
    • Solution
    • Mitigation
    • Timely communication & updates to customers
    • Abide by case SLA and expectations set by leadership.
  • Supplemental projects targeted to optimize client processing and fulfillment.
  • Specialty projects such as;
    • One-time mailing
    • Gap analysis

• Assist development with the definition and testing of complex new features.
• Write and/or review detailed instructions to IT for data translations and enhancements
• Lead small project teams of Zelis personnel to resolve complex, long range client issues
• Provide technical support to stakeholders (both client & internal), and is effective in oral and written communication skills to explain technical situations, present information, and provide training.
• Management for multifaceted, complex clients
• Prepare, coordinate, and lead on-site client meetings – with support of Supervisor and/or Senior Manager
• Collaborate with Business Development/Sales
• Participate in weekly office hours for CX team to bring complex questions for discussion and resolution
• Maintain a high level of customer service and satisfaction on all accounts by identifying barriers, providing resolutions and solutions through customer education, employee education, and coordination with client and internal resources.
• Train client to perform self-service program administration.
• Work as the Client Advocate to all Zelis Departments, by assisting Clients in all aspects of their business with Zelis Client Services
• Understand: healthcare industry knowledge, claims communication and ID card production as well as data and how it translates to produce client materials.
• For ID cards and enrollment materials related to print production
• For checks and EOB understand the print production related to claims communications (Explanation of Benefits, Letters, Invoices, etc)
• Understand clients’ technical system, software and current process for print and electronic communications or enrollment materials
• Conduct periodic interaction with client’s staff to maintain excellent customer service, conduct conference calls with clients as required
• Apply technology and Zelis product knowledge to address client needs
• Keep Senior Manager and/or Technical Support Lead informed of activities, alerting of any issues promptly
• Perform basic customization of the explanation of benefits, ID cards, and payments
• Follow established HIPAA, Compliance & Security policies

• Full understanding of the Payments product suite and how the software optimizes the fulfillment of our client partners. 

Professional & Interpersonal Skills

• Client/Customer Focus – Makes customers and their needs a primary focus of one’s actions; develops and sustains productive customer relationships. Seeks to understand and educate customers; builds collaborative relationships and takes action to meet their needs and concerns.
• Communication – Communicates accurately, honestly and effectively, both in oral and written form; practices active listening. Clearly