Client Relations Coordinator

Position Overview:

As a Client Relations Client Relations Coordinator, you are the frontline support for our customers, playing a critical role in maintaining and enhancing customer satisfaction. The Client Relations Client Relations Coordinator plays a crucial role in enhancing customer satisfaction and loyalty through expert service, efficient problem resolution, and proactive customer interactions. This individual will manage our lead pipeline with precision and support our growth by ensuring exceptional service standards across all customer touchpoints.

Key Responsibilities:

• A key responsibility includes diligently handling and following up with clients who are in the Assessment phase of the Sales cycle. This role demands a thorough understanding of our products and services, adept handling of orders and transactions, ensuring the collection of requested reports to facilitate a smooth progression, skillful resolution of issues and technical challenges, and active customer engagement.
• Expert Product/Service Knowledge: Provide quick, accurate, and comprehensive responses to customer and prospect inquiries about our products/services, fees, and processes, aiming for a first-contact resolution rate of [target percentage].
• Efficient Order Processing and Client Journey Management: Utilize project management software to meticulously track the client journey from the initial call, through engagement in an assessment, and eventually into an insurance optimization project or credentialing project. Ensure customer orders and transactions, as well as critical milestones and tasks along the client journey, are processed and monitored efficiently, with the objective of reducing processing times by [TBD %] and achieving a customer satisfaction score of 95% or higher. This comprehensive approach aims to streamline operations, enhance transparency in client interactions, and bolster overall satisfaction through timely and effective service delivery.
• Proactive Customer Engagement: Engage in proactive customer outreach, including proactive chat and social media engagement, to offer support before customers request it, aiming to achieve a  customer satisfaction rating of a minimum 85%
• Technical Support: Troubleshoot problems and offer technical assistance, collaborating with product development teams to enhance the user experience and reduce issue resolution time by [TBD %].
• Complaint Resolution: Handle customer complaints effectively, training in soft skills to diffuse frustration and aim for a complaint resolution success rate of [target percentage].
• Feedback Collection and Analysis: Collect and analyze customer feedback to drive continuous improvement, working with marketing teams to increase feedback collection by [TBD %] and implement [number] of customer-suggested improvements per quarter.

• • Claims and Reimbursement Analysis: In this role, the Sales and Client Relations Coordinator will also be responsible for examining Explanation of Benefits (EOB) statements to verify payment accuracy and ensure fees align with the information provided by prospective clients. This includes making validation calls to various Third Party Administrators (TPAs) to gather specific Claims Information and Analysis (CIA) details. The Client Relations Coordinator will document the information obtained onto the Payor Mix page of the proforma, ensuring accuracy and completeness in all entries.
  • Client Feedback and Quality Assurance: Upon project completion, the Sales and Client Relations Coordinator will initiate the Quality Control Call process to gauge client satisfaction and gather valuable feedback. This includes contacting clients at the end of their Project Engagment to discuss their experience and document their insights. Additionally, the Client Relations Coordinator will respond to customer reviews, focusing on transforming negative experiences into positive ones and ensuring optimal optimization by replying to positive reviews. With the company currently holding a 5-star rating, maintaining and enhancing this rating is essential. This proactive approach ensures that we consistently meet or exceed client expectations and enhance the quality of our services.

• Account Management and Recurring ACH Payments

In this role, the Sales and Client Relations Coordinator will oversee key aspects of the Comprehensive Insurance Assessment (CIA) and project status, with an additional focus on account management and recurring ACH payments. The Client Relations Coordinator will obtain and file banking information, document and set up payments, and track all ACH transactions. The Client Relations Coordinator will regularly monitor payment transactions to identify and resolve any failed payments..

Once the CIA is finalized, the Client Relations Coordinator will update account information by entering the prospect’s details into the account management system and preparing onboarding materials in coordination with relevant departments. For setting up recurring ACH payments, the Client Relations Coordinator will collect bank details, configure the ACH payments, and verify the setup with a test transaction.

The Client Relations Coordinator will regularly monitor payment transactions to identify and resolve any failed payments, communicating issues with clients and accountants as needed. Additionally, the Client Relations Coordinator will compile reports on payment failures, collaborate with accountants to resolve issues and implement corrective actions, and follow up to ensure resolution and monitor effectiveness.

• Invoicing and Assessment Management: Oversee the invoicing process for client assessments and projects, ensuring accuracy and timeliness in billing. This involves coordinating with the finance department to track assessment completions and facilitate prompt invoicing, aiming to streamline financial operations and maintain clear communication with clients regarding their accounts.
• Project Proposal Creation: Collaborate with the sales and project management teams to develop detailed project proposals, ranging from add location initiatives to full optimization projects. This includes gathering necessary information, drafting customized proposals based on client needs and assessment outcomes, and ensuring proposals are delivered within set deadlines. 
• Content Development: Not a must but a plus_ Contribute to the creation of helpful customer content such as FAQs, how-to guides, and knowledge base articles to reduce customer support queries by [X%].
• Collaboration for Goal Achievement: The Client Relations Coordinator collaborates closely with the Intake Specialist to meet and exceed project conversion targets. This partnership is vital to:

1. 1. Attracting and nurturing leads to consistently secure projects of varying sales monthly, including high-level, medium-level, small-level, and startup/add provider projects.
   2. Enhancing the prospect-to-assessment conversion rate from 50% to 60%, implementing strategies to refine lead qualification and optimize communication.
   3. Sustaining an assessment-to-project conversion rate at 85%, ensuring a smooth and effective transition from assessments to finalized projects.

Skills and Qualifications:

• Proven experience in customer service, demonstrating a track record of meeting or exceeding KPIs.
• Strong problem-solving skills and technical proficiency.
• Excellent communication, including writing and editing for customer-facing content.
• Ability to manage stressful situations and angry customers with empathy and professionalism.
• Experience with CRM software, social media platforms, and office software.
• Analytical skills to interpret customer feedback and KPIs.

What We Offer:

• A dynamic role with direct impact on customer satisfaction and company success.
• Opportunities for professional growth and skill development.
• A competitive compensation package, including performance bonuses tied to Client Relations Coordinator KPIs.