Client Experience & Onboarding Specialist
Job Description:
• Monitor and respond to emails from the main support inbox, providing clear and professional communication to agent inquiries.
• Assist agents with questions related to health insurance carriers, contracting processes, certification requirements, and RTS status.
• Triage and forward emails to the appropriate Onboarding Specialist based on carrier type or inquiry topic.
• Answer incoming phone calls and provide real-time support to agents with similar questions or concerns.
• Maintain up-to-date knowledge of carrier guidelines, RTS requirements, and internal onboarding processes.
• Document interactions and track common issues to support team improvement and efficiency.
• Collaborate with onboarding specialists and other internal departments to ensure accurate and consistent information is provided to agents.
• Identify urgent issues and escalate appropriately to ensure timely resolution.
• Maintain confidentiality and data integrity in line with company policies and data protection regulations.
Requirements:
• A High School diploma or the equivalent plus two years of industry experience.
• Customer service mindset with strong communication skills, both written and oral.
• Ability to learn and follow procedures independently and consistently.
• Excellent organizational and time management skills, with the ability to multi-task.
• Comfortable navigating email systems, CRM tools, and internal tracking systems.
• Ability to manage multiple tasks and prioritize effectively under time-sensitive conditions.
• Ability to navigate a variety of websites and internal systems with ease.
• Ability and willingness to work collaboratively across teams.
• Self-motivated with the ability to manage multiple priorities in a dynamic environment.
Benefits:
• Medical/Dental/Vision Insurance
• 401(k) Retirement Plan
• Paid Holidays
• PTO
• Community Service PTO
• FSA/HSA
• Life Insurance
• Short-Term and Long-Term Disability
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• Monitor and respond to emails from the main support inbox, providing clear and professional communication to agent inquiries.
• Assist agents with questions related to health insurance carriers, contracting processes, certification requirements, and RTS status.
• Triage and forward emails to the appropriate Onboarding Specialist based on carrier type or inquiry topic.
• Answer incoming phone calls and provide real-time support to agents with similar questions or concerns.
• Maintain up-to-date knowledge of carrier guidelines, RTS requirements, and internal onboarding processes.
• Document interactions and track common issues to support team improvement and efficiency.
• Collaborate with onboarding specialists and other internal departments to ensure accurate and consistent information is provided to agents.
• Identify urgent issues and escalate appropriately to ensure timely resolution.
• Maintain confidentiality and data integrity in line with company policies and data protection regulations.
Requirements:
• A High School diploma or the equivalent plus two years of industry experience.
• Customer service mindset with strong communication skills, both written and oral.
• Ability to learn and follow procedures independently and consistently.
• Excellent organizational and time management skills, with the ability to multi-task.
• Comfortable navigating email systems, CRM tools, and internal tracking systems.
• Ability to manage multiple tasks and prioritize effectively under time-sensitive conditions.
• Ability to navigate a variety of websites and internal systems with ease.
• Ability and willingness to work collaboratively across teams.
• Self-motivated with the ability to manage multiple priorities in a dynamic environment.
Benefits:
• Medical/Dental/Vision Insurance
• 401(k) Retirement Plan
• Paid Holidays
• PTO
• Community Service PTO
• FSA/HSA
• Life Insurance
• Short-Term and Long-Term Disability
Apply tot his job
Apply To this Job