Client Service Representative-2

Position Overview

The Client Service Associate (CSA) serves an important function in assisting to provide excellent service to our external clients. This position is responsible for providing daily operational support, with key duties including (but not limited to) managing client-submitted projects and requests.\n
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\nThe CSA collaborates closely with internal stakeholders and clients to ensure that all client requirements are met efficiently and accurately. The position involves troubleshooting issues, maintaining clear documentation of workflow processes, and providing timely updates to clients. \n
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\nCSAs are also responsible for following quality standards and ensuring compliance with data security policies. Strong organizational skills, attention to detail, and effective communication abilities are essential for success in this role. CSAs must be able to thrive in a dynamic fast-paced environment.\n

Expectations:

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• Timely manage reported requests via the case management system.
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• Participate in daily and/or weekly meetings with stakeholders.
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• Effectively communicates and supports clients’ requests and team members, always maintaining a positive and professional demeanor.
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• Maintain the collection, documentation, and ongoing management of business and technical requirements, ensuring alignment with project objectives and stakeholder expectations; maintained change logs to track scope adjustments and ensure transparency throughout the project lifecycle.
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Resource:

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• Acts as a resource for extended support of the Client Services team.
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Problem Solving & Implementation:

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• Works with internal teams to define client requirements and acceptance criteria.
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• Identifies and communicates potential barriers.
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• Proactive monitoring of assigned support tickets to ensure a timely and effective resolution.
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Work Standards:

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• Meet and adhere to defined KPIs and SLAs for ticket/case resolution.
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• Enhances understanding of Zelis and client business processes, technical systems, software, and delivery methodologies for effective case and issue management.
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• Ensures adherence to HIPAA, Compliance, and Security policies.
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Required Experience:

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• 3 Years and more in US healthcare industry
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• Ability to understand and utilize web-based applications for project management and client business to business applications.
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Preferred Experience:

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• Experience in requirements gathering, root cause analysis, business rule configuration, and software configuration testing.
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• Proficiency with Jira and/or Salesforce.
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• Demonstrated experience as a relationship or client service manager.
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Commitment to Diversity, Equity, Inclusion, and Belonging

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At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.