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Client Service Specialist
Marsh & McLennan Companies
Troy, MI, United States
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Description
POSITION SUMMARY
The Client Service Specialist is responsible for providing mid-level support to assigned Account Managers. Responsibilities include working with Account Managers, clients, and vendors to resolve routine billing, eligibility, and ID card issues, requesting vendor agreements and performing an initial review of them, driving the 5500 Schedule A filing process, and performing other tasks of a similar nature.
ESSENTIAL FUNCTIONS
1. Works with vendors and clients to resolve routine service issues such as ID card, eligibility, claim and billing issues.
2. Assists with securing accurate vendors booklets, contracts, SBCs, administrative agreements, and other documents as requested. This includes obtaining documents from vendors, reviewing the documents, providing input to the Account Manager; reviewing with clients, and providing feedback to vendors on the documents, as requested by the Account Manager.
3. Participates in conference calls or client meetings as requested, and drafts minutes of discussions for the Account Manager’s review; forwards final versions of minutes to participants as requested.
4. Maintains an accurate and detailed follow-up system to ensure that the issues the CSS is involved with are tracked with complete reliability.
5. Maintains a current Work-in-Progress on all assignments, and maintains regular communication with assigned members of Client Services on open projects, deadlines and status updates.
6. Sends routine emails to clients as requested (such as Medicare D).
7. Works with clients and vendors to ensure that 5500s are filed on time.
8. Saves documents and emails to the Client Directory timely, using the proper naming convention.
9. Records pre-scripted PowerPoint presentations as requested.
10. Participates on special projects as needed.
11. Maintains a high level of professionalism when working with clients and vendors.
Qualifications
KNOWLEDGE, SKILLS & ABILITIES
• High School Diploma required.
• Three years or more of administrative experience essential.
• Two years or more experience in the employee benefit industry working with billings, claims, or other administration issues.
• Solid Microsoft Office skills are required
• Excellent written and verbal communication skills.
• Strict adherence to the company’s rules regarding the Health Insurance Privacy and Accountability Act (HIPAA).
• Flexibility to arrive early and stay late, as needed.
• Ability to operate a car and to pick up and deliver materials as needed.
• Strong and pleasant telephone and interpersonal skills, and the ability to deal professionally with clients, vendors, and co-workers on the phone and in person.
• Accuracy, attention to detail and ability to proof one's own work as well as the work of others; ability to work in a proactive manner to consistently deliver high-quality work.
• Excellent organizational and time management skills, ability to take initiative, use good judgment, demonstrate a strong sense of urgency and carry multiple projects through to completion.
• Ability to work under pressure with tight time constraints, as well as the ability to deal with frequent interruptions, unresolved situations, frequent change, delays or unexpected events.
• Ability to maintain a mature, problem-solving approach; general knowledge of “how to get things done.”