Collective Bias Winston Salem , NC 27108
The Service Team Leader leads day-to-day Client Relations engagement for their assigned clients, with the objective of ensuring a high level of client satisfaction. The Service Team Leader leads and/or participates in client calls, documents and manages task lists and project plans, and monitors day-to-day correspondence to ensure accurate and timely delivery of services to clients in accordance with Service Level Agreements (SLAs) and timely turnaround of client requests. The Service Team Leader assists Account Managers and other stakeholders with managing client relationships.
Major Responsibilities/Essential Functions:
Coordinate and lead client service engagement for assigned accounts on behalf of Client Relations, including regularly scheduled calls, project plans and documentation, and day-to-day correspondence
Utilize organizational tools to manage task lists and ensure timely completion of client requests, assigned projects, issue resolution, and other action items
Establish and foster ongoing relationship with assigned clients
Work closely with Client Relations and Operations team members to ensure client satisfaction
Collaborate with internal team members to develop and execute client satisfaction and account renewal plans
Understand and find ways to meet the unique business goals and needs of each client consistent with organizational objectives
Drive client issues to resolution
Regularly inform management and stakeholders on account health, successes achieved, and outstanding issues through status updates; escalate issues appropriately
Quantify the impact of proposed system enhancements and advise prioritization stakeholders of opportunities
Assist with and participate in client presentations such as Business Reviews
Assist in coordinating on-boarding activities
Assist with planning of and participate in process improvement initiatives
Conduct internal and external client training
Adhere to Health Insurance Portability and Accountability Act (HIPAA)
Anticipate client needs and communicate these insights to management and sales stakeholders
Perform other related duties as assigned
At least four years of relevant experience involving customer service, computer usage, data entry and data analysis and a Bachelor's degree in Business Administration, Accounting, or a related field or an equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position
Demonstrated ability to build relationships; experience in B2B service strongly preferred
Very strong organizational skills, detail-oriented
Demonstrated ability to lead through indirect influence
Demonstrated ability to develop relationships with cross functional teams (Product, IT, Finance) in order to effectively manage and develop action plans for issues
Knowledge of GAAP strongly preferred
Ability to multi task and manage multiple projects and business problems simultaneously
Ability to solve problems with minimal instruction and guidance
Work effectively in a team environment
Strong verbal and written communication skills
Microsoft Office suite of software products (Excel, Access, Word) and Google products (email, calendar, Drive)
Solid documentation skills
Self-starter with initiative and sense of urgency
Healthcare industry experience preferred
The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities.
While performing the duties of this job, the associate is:
Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.
Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
Occasionally required to stand, kneel or stoop, and lift and/or move up to 25 pounds.
Frequently required to view items at an extremely close range and must be able to adjust and readjust focus.
Occasionally: Job requires this activity up to 33% of the time
Frequently: Job requires this activity between 33% - 66% of the time
Regularly: Job requires this activity more than 66% of the time
Support a safe work environment by following safety rules and regulations and reporting all safety hazards.
An Equal Opportunity/Affirmative Action Employer