Client Service Officer/Manager

Job description

This is an ON-SITE Position, must work U.S. Hours in one of our site locations: Batangas, Ortigas, Bacolod, Iloilo, or Legazpi. The Client Service Coordinator or Officer- role and pay package is based on your experience- works to ensure client satisfaction and fulfill the client mission and objectives within the organization.

The Client Service Coordinator/Officer is a point of contact for a client for the development and support of people within the organization in order to meet both client objectives and HealthyBOS KPI’s. The Client Service Coordinator/Officer is responsible for managing external client programs. They also help maintain and grow existing business with current clients while coordinating with operations teams to achieve objectives.

Why HealthyBOS?

Do you thrive in seeking solutions, managing multiple objectives across multiple clients? Are you data driven with process focus? We'd love to meet you! HealthyBOS is a dynamic leader in the BPO Healthcare sector with an expanding footprint all over the Philippines. We are thriving and growing by leaps and bounds! Our environment is fast-paced and always changing; the ideal candidate will be able to think strategically and manage and understand process flows, manage objectives effectively and jump into tactical details as well. If you enjoy non-stop action and a fast-paced business where you can build a career, this is the right opportunity for you.

Experience:

• Call Center BPO experience required
• Medical background, training or experience preferred
• 1+ years’ experience in management position preferred
• Working knowledge of how Insurance Verification and Prior Authorization Requests are processed preferred
• Knowledge of Windows applications, Microsoft Word and Excel, or similar software applications, proficiency required
• Strong communication skills is required
• Knowledge of customer service programs
• General business knowledge
• High service orientation COMPETENCIES
• Must demonstrate ability to meet deadlines
• Must demonstrate strong analytical thinking skills
• Should possess strong problem-solving skills and the ability to make sound judgement calls
• strong organizational and time management skills
• Innovative, creative thinking skills to ensure the organization is providing a cutting-edge client experience
• Ability to learn new software quickly
• Ability to identify challenges, underlying issues and make recommendations for process improvement
• Proficient in critical thinking skills, and conflict resolution.

Responsibilities:

• Serve as the lead point of contact for all client matters and internal matters specific to your accounts Build and maintain strong, long-lasting client relationships
• Work with operations teams to maximize production, accuracy and HBOS profits
• Develop trusted advisor relationships with key accounts & client stakeholders
• Ensure the timely and successful delivery of our solutions according to client needs and objectives
• Clearly communicate the progress of daily/weekly/monthly/quarterly initiatives to internal and external stakeholders
• Build and maintain strong, long-lasting client relationships
• Oversee operations, manage and negotiate client needs and internal objectives to maximize success for both the client and HBOS
• Responsible for communicating client specs and updates, including training to support client/program specifics
• Answers client queries with urgency and identify opportunities and solutions to yield client confidence in existing work and grow new business Liaise with cross-functional internal teams (including Ops, Training and Product Development departments) to improve the entire client experience
• meet ambitious client goals and challenge internal teams to raise the bar with creative solutions based on analysis and root issues.