Customer Success Lead

1 month, 1 week ago
Full-time
Senior
Customer and Technical Support

A.E. Perkins

A.E. Perkins describes itself as a long-term builder and investor in businesses focused on sustainable growth and capital preservation, with core expertise in healthcare payments and benefits technology and additional interests in real estate, consumer products, and emerging payments.

Healthcare payments and benefits technology
201-500

Description

  • Serve as the primary point of contact for complex inquiries and escalated client or member issues.
  • Act as an intermediary to assess needs and facilitate effective solutions for member-related concerns.
  • Recommend solutions, set expectations, and provide accurate information about benefits, account navigation, and utilization.
  • Educate participants on plan features so they can maximize benefits and use the platform independently.
  • Support and guide customer advocates on complex client inquiries and resolutions.
  • Mentor team members and help develop their skills.
  • Collaborate with internal teams and management to identify solutions, best practices, and process improvements.
  • Build and maintain strong relationships with clients, members, colleagues, and management.
  • Maintain accurate records of client interactions, resolutions, and follow-ups.
  • Ensure compliance with HIPAA and other regulatory requirements in all interactions and documentation.

Requirements

  • Proven experience handling complex and escalated client inquiries with consultative support and problem resolution.
  • Ability to proactively recommend solutions and deliver education tailored to individual needs.
  • Exceptional verbal, written, and presentation skills across phone, email, and chat channels.
  • Demonstrated ability to build and maintain strong relationships with clients, internal teams, management, and customer advocates.
  • Proficiency in data analysis and using insights to inform solutions and process improvements.
  • Knowledge of CRM tools and digital communication channels.
  • Adaptability to new technology and tools.
  • Strong multitasking and time management skills in a fast-paced, deadline-driven environment.
  • Associate’s degree or four or more years of professional experience in a related field.
  • Prior experience in benefits management, claims, insurance, or healthcare is required.
  • At least 2 years of experience in customer service or client support in a high-volume, complex environment.

Benefits

  • Starting pay of $23.00 per hour.
  • Medical insurance, vision insurance, and dental insurance.
  • 401(k) matching.
  • Flexible Spending Accounts and Health Savings Accounts.
  • Disability and life insurance.
  • Employee Assistance Program.
  • LegalShield and ID Shield benefits.
  • Commuter reimbursement plan.
  • Tuition reimbursement.
  • Bonus pay.
  • Wellable membership.
  • Telehealth access through Telescope Health via Accresa.
  • Mental health support through the Intellect application.
  • Employee engagement activities, including voluntary events, raffles, and a book club.

Interested in this position?

Apply directly on the company website

Apply Now

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