Client Support Specialist

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, during which they provide support, leadership, and technical solutions to accomplish operational objectives. Additionally, the CSS actively engages in daily meetings with assigned PAY-CS 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 Payer Experience 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, particularly concerning the Payer Experience.

• Possesses comprehensive knowledge of Zelis offerings, the production fulfillment process, healthcare enrollment procedures, and payment optimization.

• 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, particularly within the BCBS segment.

• 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.

• Maintains a high standard of customer service and satisfaction across all team accounts.

• Enhances understanding of Zelis and client business processes, technical systems, software, and delivery methodologies for effective case and issue management.

• Ensures adherence to HIPAA, Compliance, and Security policies.

What You’ll Bring to Zelis

• Minimum 2+ years client service experience in healthcare

• Minimum 2+ years related experience in business analysis.

• Experience in requirements gathering, root cause analysis, business rule configuration, and software configuration testing.

• Proficiency with Jira and/or Salesforce.

• Demonstrated experience as a relationship or client service manager, implementation/project manager, business process consultant, or sales engineer.