Customer Operations Specialist

Join a team dedicated to supporting the crucial mission of improving health outcomes.

At Merative,  you can apply your skills – and grow new ones – with colleagues who have deep expertise in health and technology. Merative provides data, analytics and software for the health industry. Our clients include providers, health plans, employers, life sciences companies and governments around the world. With industry-leading products and focused innovation, we help customers improve decision-making and performance so that together, we drive real progress in health. Learn more at merative.com

We are seeking a dynamic and detail-oriented professional to join our team as a Customer Operations Coordinator. This role is integral in managing client account data, achieving forecasted cash targets, and maintaining high levels of client satisfaction. The ideal candidate will have a strong background in a customer-facing role, with a proactive approach to issue resolution and client engagement.

Key Responsibilities: 

• Manage all customer account data, including address, hierarchies, affiliations, tax status, bankruptcies, and mergers/acquisitions, ensuring accuracy and compliance. 

• Plan, execute, and oversee projects related to cash goals and client accounts, ensuring timely and accurate cash attainment using a project management-like approach. 

• Achieves and holds self accountable for attainment of cash targets within the forecasted timeframes. 

• Provide weekly reporting, data analysis, and recommendations to manager. 

• Interpret legal contracts and bring disputes to resolution by effective negotiation with clients.  

• Proactively vet new customers using Dunn & Bradstreet reports, Beneficial Ownership Information, and other relevant financial risk assessment tools. 

• Conduct onboarding introductions for new customers to establish a strong initial relationship. 

• Summarize complex financial and account-related situations to customers, internal teams, and leadership.   

• Build and maintain strong client relationships to drive satisfaction, retention, and on-time payments by proactively resolving issues and collaborating with sales, services, project management, and operations to mitigate financial risks and improve payment timelines. 

• Follow up and follow through – treat customer interactions with urgency, set deadlines, and deliver on commitments.  

• Plan and facilitate multi-disciplinary meetings and work groups. 

• Drive the completion of customer vendor forms and other related customer documents to facilitate successful account setup and maintenance. 

• Provide a seamless and positive customer experience by ensuring Merge is easy to do business with. 

• Work flexible or extended hours during peak periods or to accommodate customer schedules as needed. 

• Take ownership to drive projects resulting in process efficiencies. 

• Increase direct customer communication via phone/video calls to improve engagement and faster issue resolution. 

• Exercise judgment within define