Client Support Specialist

A Little About Us

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

A Little About You

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

The Client Support Specialist (CSS) plays a pivotal role in providing direct support to Large Market clients, including National accounts, BCBS, as well as Dental and Vision service management requests. This position is responsible for leading and managing the operational changes, project planning, prioritization, and delivery of assigned tasks for the designated market segment clients. The CSS must consistently maintain clear and regular communication with stakeholders to keep them informed throughout each task lifecycle, ensuring transparency and alignment of expectations. Additionally, the Client Support Specialist (CSS) is dedicated to supporting continuous improvement (CI) initiatives, both internally and externally. By doing so, they aim to enhance overall operational excellence and the Zelis experience for the assigned market segment of clients. Their contributions are crucial to optimizing client business operations and fostering robust relationships with Zelis.

What you’ll do:

• Participates in daily and/or weekly meetings with stakeholders; providing support, leadership, and technical solutions to accomplish operational objectives. Additionally, the CSS actively engages in daily meetings with assigned support team members to collaborate and align on client priorities as determined by the Team Lead, while identifying and communicating any blockers or potential delays in delivery.
• Effectively communicates and supports the Zelis vision and direction to assigned clients and team members, always maintaining a positive and professional demeanor. Engages in constructive dialogue with clients, colleagues, and team members to ensure clarity, alignment, and the successful achievement of project goals.
• Acts as a resource and support for stakeholders and other Zelis team members in all aspects of client operations and relationships with Zelis.
• Possesses comprehensive knowledge of Zelis offerings
• Serves as a key stakeholder with the Zelis IT team to provide custom integration and implementation support for software-related projects.
• Provides availability, support, and expertise for the assigned client segment.
• Participates in client visits and conducts training sessions as needed.
• Engages stakeholders with pertinent business and technical inquiries to define client requirements and ensure accurate delivery.
• Identifies and communicates potential barriers, proposing both immediate and long-term solutions for Tier 1 level changes, and educates stakeholders on associated risks and impacts.
• Proactively monitors assigned client support tickets to ensure timely and effective resolution.
• Acts as a key participant in the implementation process of both new and existing clients, facilitating the seamless onboarding of existing Zelis customers onto product developments swiftly and efficiently.
• Engages with Tier 2-3 resources/teams to provide support on the design, development, testing, and deployment of change requests.
• Facilitates client ramp-up to ensure 100% of the customer's business is conducted on Zelis.
• Collaborates with other Client Support Specialists to execute operational initiatives aimed at enhancing the overall experience of payers, providers, and members.

What you’ll bring to Zelis:

• Bachelor's degree in Business, Technology, or a related field preferred or equivalent experience.
• 2+ years of experience in a customer support or client-facing role
• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail
• Proficiency in using CRM software and support tools
• Ability to manage multiple tasks and prioritize effectively
• Empathy and patience when dealing with complex, rushed or tense situations

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.

Base Salary Range

$72,000.00

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis’ full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.