Client Retention Specialist

2 weeks ago


Makati City, National Capital Region, Philippines SOURCETECH SOLUTIONS INC. Full time

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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