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Client Retention Specialist
2 weeks ago
Essential Duties and Responsibilities:
- Handle client calls for routine concerns and coordinate with Front-End Team.
- Collaborate with departments for efficient issue resolution.
- Provide guidelines for issue troubleshooting or escalate complex problems.
- Respond promptly to client emails and maintain detailed records.
- Collaborate with other departments for complex inquiries.
- Coordinate with Front-End Team for renewal information.
- Encode MAF and initiate COC issuance.
- Identify accounts requiring AMLA follow-up and initiate contact.
- Maintain tracking system and conduct monthly client follow-ups.
- Generate MOA post-AMLA completion.
- Coordinate contract signing, notarization, and database maintenance.
- Retrieve and review soft copy reimbursement requests.
- Coordinate with claims team and provide timely updates to clients.
- Familiarize with Smartsheet for tracking and monitoring client concerns.
- Regularly check and review incoming client concerns.
- Collaborate with Front-End, claims, legal, and compliance teams.
- Ensure clear and prompt communication with clients on various matters.
- Follow up on concerns in Smartsheet, ensuring timely and appropriate action.
- Escalate unresolved issues to higher management when necessary.
Job Qualifications/Specifications:
Educational attainment:
Bachelor's degree in business, marketing, sales, or a related field
Years of relevant experience:
at least 1-year administrative work
Area/s of experience:
HMO but not required
Knowledge:
Proficiency in using office software (Microsoft Office)
Skills:
- Organizational Skills
- Effective written and verbal communication
- Accuracy in handling information and documents
- Ability to identify issues and find practical solutions
- Balancing multiple tasks and responsibilities simultaneously
- Willingness to adapt to changing work environments and tasks
- Addressing inquiries and issues in a friendly and professional manner.
- Properly documenting information for future reference
- Ability to adapt to new technologies, procedures, or organizational changes
- Medical related if possible but not required
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