Associate Client Services Specialist

Bachelor's degree with 1+ year of equivalent practical experience in a support or operations-related role. 4+ years of demonstrated proficiency or equivalent practical experience in a support or operations-related role. Proficient in Excel operations (data sorting, filtering, reformatting, validation). Familiarity with applications like Zendesk (or similar CRM), Salesforce, and Google Suite. Proven experience in customer implementation and/or project management within a B2B environment. Prior exposure to the demands of a rapidly evolving organization. Background in healthcare industry operations and safeguarding Protected Health Information (PHI).

Configure Omada systems and monitor internal readiness for customer onboarding and offboarding. Manage the lifecycle of reporting requests and serve as a primary contact for additional reporting needs. Oversee creation and management of reporting portal access for customers. Investigate, triage, and resolve cases from external customers and internal stakeholders. Resolve complex client problems and disputes. Identify and resolve documentation and workflow gaps. Develop and oversee the implementation of Client Services protocols. Maintain accurate records of customer interactions. Track operational metrics and KPI achievement. Support preparation and delivery of Quarterly Team Updates. Manage special projects to enhance Client Services protocols.