What are the responsibilities and job description for the Client Services Specialist position at Project Redirect?
Client Services Specialist
Summary:
Seeking a high performing Client Services Specialist to assist in the efficiency and effectiveness of workflow productivity while attending to the needs of Continuum Fiscals Services clients and customers. You’ll perform administrative and limited duties associated with clients or program participants. Conduct routine research and monitor client accounts to ensure accurate performance.
Job Responsibilities:
- Liaison between management and client
- Responds to client calls, emails, answers inquiries and provides resolution
- Manages issues experienced by participants
- Distributes problems/issues with appropriate staff
- Coordinates receipt of all documents
- Manages account maintenance
- Processes rates sheets, budgets, timesheets and vendor payments
- Monitors files and record-keeping systems
- Works collaboratively with other staff
- Knowledgeable of all program policies and procedures
- Primarily responsible for customer service issues and escalations
Skills and Qualifications:
- Become subject matter expert on all current CFS waivers and programs (Training and Coaching provided)
- Receive incoming phone calls and distribute appropriately, however every effort should be made to handle call independently if capable
- Monitor incoming emails and computer inboxes and respond or forward messages as required
- Interface appropriately and effectively with clients, customers and other staff
- Act as office liaison between Program Administrator and Stakeholders
- Remain aware and abreast of the calendar and appointments of Program Administrator and other office staff in an effort to assist with office coverage
- Receive incoming mail and enrollment documents and distribute as necessary and appropriate
- Distribute mail and incoming enrollment documents appropriately to data entry staff
- Receive manual timesheets and distribute appropriately to data entry staff
- Proof manual timesheet entry prior to final submission
- Assist with customer service calls and minor triage issues
- Triage and troubleshoot webportal and website issues
- Interface with customers and consumers as needed via phone, etc.
- Construct correspondence for consumers as needed
- Assist with enrollment as needed and when not engaged otherwise
- Finalize enrollment and “good to go” process after enrollment entry process is complete (send out letters and emails, etc.)
Education and Experience Requirements:
- High School Diploma required
- Some College preferred
- Medical Billing experience, exposure to Medicare/Medicaid
- Computer Literate
- Great attention to detail
- Intermediate MS Office Skill Set, i.e., MS Word, MS Excel. MS PowerPoint
- Great command of the English language
- Two or more years of high-level Customer Service experience
Physical Requirements:
- Must be able to sit at computer keyboard and input data for extended periods of time
- Must be able to walk, bend and stand frequently
- Must be able to lift up to 25lbs
Work Environment:
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The work environment is an office setting with a noise level in the usually moderate to high range.
Work Schedule / Location:
- Monday-Friday 8:30am-5:00pm
- Downtown Atlanta, GA 30303
- Accessible to MARTA and Atlanta Bus Lines
