Client Experience Support Specialist

Job Summary:

At REE, our Client Experience Navigation Team (CENT) Support Specialist, also know as customer success/service support in other companies, play a critical role in the overall process of providing high quality medical evidence to our clients. The CENT Support Specialist serve as a another touchpoint of REE for our clients and ensure the behind the scene processes are seamless for the total Client Experience. They are responsible for resolving client concerns, assessing refund inquiries, addressing 5150 calls, and the overall satisfaction with REE's products and services. A successful CENT Support Specialist operates with empathy and excellent communication skills, strong organizational and analytical skills, and is motivated to support our clients through quality execution of structured processes.

Our Client Experience team members work alongside their peers within both the Sales and Operations departments ensuring REE Medical maintains an excellent standard of service for our clients.

What is expected in this Role:

• Serving as a skillful and empathetic Customer Success executor, intaking all pertinent information provided and supporting Navigators and the client throughout the total client lifecycle.
• This means you are monitoring and tracking our ITFs (Intent to File) deadlines, coordinating closely with the proper departments confirming dates, timelines, and ensuring deadlines are not missed.
• This means you can serve as a main point of contact for clients, responding promptly to emails, calls, and other communications and ensuring you are acting as the voice of the client within the company, confirming needs and expectations are met, reinforcing the importance of the relationship after there has been an escalation from the original Navigator.
• This can include supporting the process of assigning new Navigators to clients sharing concerns or escalating issues.
• This can also look like working closely with sales, disability operations, medical services, client review, health information management, and other support teams to ensure client needs' are met and expectations are exceeded.
• This also means you are engaging current or past clients requesting reviews on Google or Better Business Bureau (BBB), and investigating into negative reviews, following up with our internal review process to ensure potential retention of clients with negative experiences.
• This can also include tracking all interactions and resolutions confirming proper documentation for consistency and finding opportunities for improvement. Providing important information back to the different client facing departments within REE for further improve internal practices for the total Client Experience.
• This means you are proactively developing and confirming strategies with Navigators and Supervisors to ensure gathered feedback is analyzed to identify trends on Client Satisfaction, identifying areas of risk and areas of improvement for Client Retention.
• This means you operate as a refund coordinator, skillfully navigating every step of the refund process. Investigating requests, confirming service agreements, analyzing documentation and feedback, making informed decisions, communicating effectively on refund eligibility, completing departmental forms as required, ensuring timely communication to clients on status, and partnering with Accounts Receivables for processing of approved refunds. This also means you support the development and maintenance of the refunds guidelines as part of the total Support Team, to establish consistency and fairness in the decision making process.
• This also means you are actively engaging in every conversation both internally and externally ensuring all client information and data is accurate and updated throughout the process ensuring the delivery of the most accurate medical evidence to the client while following all compliance based processes and procedures safeguarding personally identifiable information / personal health information across the team.  
• This means you may be handling 5150 calls. Responding to 5150 calls involving clients who may be experiencing a mental health crisis and are at risk of harming themselves or others and documenting incidents accurately, maintaining compliance with legal and ethical standards. Providing support to clients in crisis, ensuring they receive the appropriate care and follow up by VCL.
• This also means you will work closely with external independent disability attorneys for Veteran handoff regarding VA denials. Requesting and reviewing Rating Decision Letters (RDLs) for quality assurance, rectify