What are the responsibilities and job description for the CLIENT ENGAGEMENT SPECIALIST position at Palco?
CLIENT ENGAGEMENT SPECIALIST
Palco is a visionary company pioneering an emerging health-care movement that empowers people with disabilities and those aging to live independent and quality lives. Made possible by our amazing team, Palco provides technology and financial services to aid individuals and their families to thrive in their home and communities. Partnered with government agencies and fortune 500 managed care organizations across the country, we are dedicated to creating exceptional outcomes for our clients and the millions of people that count on them. We are a highly organized company that offers flexible working hours, a solid work/life balance, autonomy, generous paid time off, bonus potential, and career advancement opportunities. Our staff make long-lasting impact on the lives of people every day.
The Client Engagement Specialist Acts as a proxy for the Client Engagement Manager as needed. Acts as a liaison between the Client Engagement team and other internal Palco staff (enrollment, customer service, payroll, billing, marketing/communications, product management). Shared responsibility for managing contract deliverables. Contract volume may necessitate the need for multiple Client Engagement Specialists. They are the subject matter experts for the program or programs they support and provide expert-level knowledge to internal and external audiences alike. They balance their commitment to the company with an unyielding attitude of process and programmatic improvement.
While still bound by all program rules, guidelines and state and federal law, the Client Engagement Specialist never fails to consider how a program may be improved in terms of responsiveness, effectiveness, and service and by extension the participant.
Client Engagement Specialists are subject-matter experts (SMEs) in Palco’s products and processes and have an acute understanding of the interrelatedness of company departments in the execution of program responsibilities. This enables them to pinpoint bottlenecks and suggest comprehensive solutions by understanding intimately how departments function and how changes in one area affect operations in another.
Duties and Responsibilities
- Field questions, issues and participant problems reported to program partners and Palco staff.
- Possess good phone skills and ability to effectively communicate across all lines of business.
- Take a proactive approach for creating and suggesting resolutions to issues/concerns for clients and partners, researching and coordinating with other Palco departments when required.
- Maintain an outcome-oriented, “can-do” attitude, provide timely feedback to partners on issues.
- Embody the highest degree of customer service in person-to-person, telephone, written, and electronic communication with partners.
- Provide expert level information of program rules and policies across all departmental workflows.
- Able to break down complex issues into a series of manageable, and outcome- oriented solutions.
- Participate in regular round-table discussions with management as to pervasive issues and make relevant, business-based recommendations for improvement or remediation.
- Create meeting agendas, schedule, host conference call, and webinar trainings with management and partners.
- Create a high-level program overview report of the assigned accounts that will be presented on a quarterly basis.
- Participate in on-site partner training, meet-and-greets, and other activities as scheduled or assigned.
Skills and Attributes
Communicate effectively with a range of individuals with varying backgrounds, abilities and disabilities and communication styles, using person-centered techniques in all interactions.- Represent Palco in all interactions with respective clients to which they are assigned.
- Handle difficult or unusual situations with professionalism and discretion.
- Participate in development, training, and other departmental meetings.
- Consult with peers or upper management on complex and unusual problems.
- Apply acquired job skills and company policies and procedures to complete stand ard tasks.
- Refer to policies and past practices for guidance.
- Possess strong analytical skills, decision-making skills, listening skills and problem- solving skills.
- Ability to build rapport with colleagues and business partners.
- Possess strong time management and organizational skills.
Other Essential Traits
- Proficient with MS Office and CRM software
- Must be able to exercise tact and discretion under a variety of stressors.
- Must have excellent verbal and written communication skills.
- Must be able to multi-task and meet deadlines.
- Must understand and adhere to Palco’s Core Values.
Education and Experience
- Bachelor's degree in Business Administration, Business Management, Health Services Administration, Marketing, or a related field preferred.
- 2 years of Account Management or Project Management experience required.
- Experience in Business Development or Sales and Marketing preferred.
- Customer relations experience a plus.
Join Us
Company benefits designed for you:- Generous Paid time off.
- Quarterly/Annual bonus potential.
- Retirement Savings: We will support you as you save for your future.
- Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
- Paid Training: Earn while you learn, and continue to grow with access to internal and external learning opportunities.
- Great Work Environment: We are proud of our company culture of collaboration and the recognition we’ve received for our diversity efforts.
When you join Palco, you are engaged in creating the future - both our company’s, the people we serve, and your own. We understand that our success is directly related to the success of our team. We strive to create a culture where you can:
Bring your authentic self to work.- Grow and thrive, both personally and professionally.
- Make a difference with our clients, in our communities, and with the millions of people we support.
- Experience work/life balance.
- Feel value and a greater purpose through the work you do.
Palco, Inc. is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, marital status, disability, veteran status, genetic information or any other basis.
