Client Services Specialist

Summary:

Seeking a high performing Client Services Specialist to assist in the efficiency and effectiveness of workflow productivity while attending to the needs of Continuum Fiscals Services c lients and customers . You’ll perform administrative and limited duties associated with clients or program participants. Conduct routine research and monitor client accounts to ensure accurate performance.

Job Responsibilities :

• Liaison between management and client
• Responds to client calls, emails, answers inquiries and provides resolution
• Manages issues experienced by participants
• Distributes problems/issues with appropriate staff
• Coordinates receipt of all documents
• Manages account maintenance
• Processes rates sheets, budgets, timesheets and vendor payments
• Monitors files and record-keeping systems
• Works collaboratively with other staff
• Knowledgeable of all program policies and procedures
• Primarily responsible for customer service issues and escalations

Skills and Qualifications:

• Become subject matter expert on all current CFS waivers and programs (Training and Coaching provided)
• Receive incoming phone calls and distribute appropriately, however every effort should be made to handle call independently if capable
• Monitor incoming emails and computer inboxes and respond or forward messages as required
• Interface appropriately and effectively with clients, customers and other staff
• Act as office liaison between Program Administrator and Stakeholders
• Remain aware and abreast of the calendar and appointments of Program Administrator and other office staff in an effort to assist with office coverage
• Receive incoming mail and enrollment documents and distribute as necessary and appropriate
• Distribute mail and incoming enrollment documents appropriately to data entry staff
• Receive manual timesheets and distribute appropriately to data entry staff
• Proof manual timesheet entry prior to final submission
• Assist with customer service calls and minor triage issues
• Triage and troubleshoot webportal and website issues
• Interface with customers and consumers as needed via phone, etc.
• Construct correspondence for consumers as needed
• Assist with enrollment as needed and when not engaged otherwise
• Finalize enrollment and “good to go” process after enrollment entry process is complete (send out letters and emails, etc.)

Education and Experience Requirements:

• High School Diploma required
• Some College preferred
• Medical Billing experience, exposure to Medicare/Medicaid
• Computer Literate
• Great attention to detail
• Intermediate MS Office Skill Set, i.e., MS Word, MS Excel. MS PowerPoint
• Great command of the English language
• Two or more years of high-level Customer Service experience

Physical Requirements:

• Must be able to sit at computer keyboard and input data for extended periods of time
• Must be able to walk, bend and stand frequently
• Must be able to lift up to 25lbs

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The work environment is an office setting with a noise level in the usually moderate to high range.

Work Schedule / Location:

• Monday-Friday 8:30am-5:00pm
• Downtown Atlanta, GA 30303
• Accessible to MARTA and Atlanta Bus Lines