Client Support Coordinator

Centivo

Centivo

Customer Service, Operations
Remote
Posted on Thursday, June 13, 2024

We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.

We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.

The Client Success Coordinator will be responsible for operational support functions related to client service, including but not limited to: preparation of all client related reporting (clients and brokers), handling client inquires and collaborating with claims and customer service, keeping the Client Success Manager apprised on status of inquiries, assisting in preparing client annual reporting, and various internal reports in accordance with each Client's specific requirements) along with any inquiries from various internal departments.

The role works independently in coordination with the Client Success Managers and is responsible for accuracy, productivity, and timeliness in all responsibilities under this position.

Responsibilities Include:

  • Ongoing service and support to Client Success Managers in working with colleagues across internal/external departments/vendors to resolve claims, benefit, and enrollment issues
  • Provide operational support on client projects, as directed
  • Assist with Implementation tasks as needed by the Client Success Managers
  • Record and monitor all inquiries through completion, keeping the Client Success Manager apprised of status
  • Assist and/or acquire Client Success Team in any communication preparations for client(s), including annually client open enrollment materials, reporting, and other communications as needed
  • Utilize developed understanding of all aspects of operational functions to efficiently support and perform to the established service standards as related to renewals and client service
  • Elevate client inquiries and concerns to appropriate Client Success Manager
  • Execute daily follow ups on open items/tasks
  • Performs other miscellaneous projects, assignments, and duties as assigned

Required Knowledge, Skills and Abilities:

  • Work well in a dynamic team setting, with the ability to work independently
  • Demonstrate an attention to detail and a commitment to delivering clear and precise work
  • Have strong organizational and time management skills, and can prioritize across multiple projects while managing workload
  • Knowledge of self-funded insurance, claims processing, and managing client inquiries
  • Knowledge and understanding of healthcare/health-plan benefits and structure
  • Assist and work in tandem with the Client Success Manager, to be client-orientated with a drive for quality service
  • Ability to take initiative and be self-motivated while exercising effective problem solving and appropriate decision-making
  • Demonstrated ability to meet performance goals, including accuracy and productivity
  • Strong customer service, with excellent written, verbal, and interpersonal communication skills
  • Ability to work independently with minimal supervision
  • Meticulous attention to detail a must

At a minimum, you should meet these requirements for this role:

  • 5+ years of self-funded TPA/health plan experience
  • 3+ years Client Success (Account Management) experience in employer-sponsored benefits
  • Advanced knowledge of Microsoft Office products (Excel, Power Point, Word)
  • Excellent oral and written communications; an ability to present information in a way that establishes rapport, persuades others, gains understanding.
  • Bachelor's degree or equivalent experience is required

Pay Transparency
The ranges we place in our job postings reflect what we anticipate to be the minimum to maximum of the base salary for this role. Additionally, our overall benefits package includes a few things you may consider towards a total compensation such as bonus, health benefits (some employer paid), PTO, and equity option grants.

Salary Range
$55,000$61,000 USD

Our Values:

  • Resilient – This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don’t give up.
  • Uncommon - The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn't working for members, employers, and providers. So we're building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results - which is bold and uncommon.
  • Positive – We care about each other. It takes energy to do hard stuff, build something better and to be resilient and unconventional while doing it. Because of that, we make sure we give kudos freely and feedback with care. When our tank gets low, a team member is there to be a source of new energy. We celebrate together. We are supportive, generous, humble, and positive.

Who we are:

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.

Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.