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Service Team Leader

Expired Job

Collective Bias Winston Salem , NC 27108

Posted 2 months ago

Position Summary:

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

Minimum Requirements:

  • 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

Safety:

Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

An Equal Opportunity/Affirmative Action Employer

E.O.E/M/F/H/V


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Service Team Leader

Expired Job

Collective Bias