• Client Services Coordinator

    Job Locations US-NC-Durham | US-WI-Brookfield
    Job ID
    # of Openings
    Client Services
    Regular Full-Time
  • Overview

    In support of the Client Services team, the Client Services Coodinator assists with the implementation slotting process which schedules all incoming work for client activities. The Coordinator is the main communicator and point of contact for client data collection communications and provides support to the Client Services team during the annual implementation cycle for all Medicare clients by handling assorted tasks.

    In support of the Sales team, the Client Services Coordinator provides all Salesforce reporting in support of sales pipeline and making account updates in Salesforce as directed by the team. 

    In support of Operations team, the Coordinator assists with planning and execution for Annual Enrollment Period preparations and on-going team meetings, cross functional team meeting management and project tracking.


    The essential responsibilities of the Client Services Coordinator are to.


    Services Coordinator 60%

    • Provide support to client service and operations management functions.
    • Assist client service managers and operations personnel in the coordination and completion of projects.
    • Provide administrative and technical support such as scheduling, procurement, preparing presentations, monitoring time lines and hours, attending meetings, and acting as liaisons to various departments and organizations.
    • Communicate any issues, problems, or additional information to client service managers and recommend solutions.
    • Monitor and evaluate project activity and report on progress to project managers and leadership.
    • Assist with business unit RFP/RFIs as directed. Manage the process from receipt to delivery to prospects.
    • Assist with all aspects of client and prospect security audits, questionnaires and attestations, including required annual Medicare attestations as directed which are required by all Medicare clients.
    • Assist with scheduling and response to onsite security audits on behalf of IT teams as directed. 

    Customer Service 25%

    • Provide customer service via the telephone, ticketing system (JIRA) and/or Internet (e.g., instant message, email).
    • Handle customer inquiries and resolve support inquires.  If the nature of the inquiry requires involvement from others, manage the inquiry/response through successful completion.  Includes testing, replication and clear communication (internal/external).
    • Communicate to all business unit customers information related to product and/or systems maintenance cycles, scheduled downtime, or any situation affecting availability of licensed products in a production environment (both hosted and API clients) as directed.
    • Provide emergency communications and handling client inquiries during any unplanned situation affecting licensed products production availability as directed.  Manage the timeliness of communications to meet client contract SLA requirements.

    Administration 15%

    • Manage schedules, arrange appointments, travel, meetings, conference calls, etc.
    • Work requires some analysis and use of initiative and independent judgment. Remain knowledgeable of multiple business unit's policies and procedures.


    • A BS/BA Degree
    • 5-9 years of relevant experience or equivalent combination of experience and education
    • 4+ years experience working directly with customers in a client service capacity
    • 4+ years experience in using software reporting tools
    • 3 – 5 years of relevant experience in managing a CRM program


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