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Client Service Specialist II, Health Management Services

Company: McGriff, Seibels
Location: Irvine
Posted on: June 6, 2021

Job Description:

Specific information related to the position is outlined below. To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information. Need Help?

Should you have a disability and need assistance with the application process, please request a reasonable accommodation by emailing Accessibility or by calling 866-362-6451. This email inbox is monitored for reasonable accommodation requests only. Any other correspondence will not receive a response.

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The responsibility of a Client Service Specialist II is to provide intermediate level CSS support to HMS Account Managers and Operations Team. Build and maintain professional relationships with clients, vendors, and broker partners by handling moderate client, program and departmental related activities

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Client / Stakeholder Support

  1. Support HMS Account Management and Operations team with specific client management responsibilities, including, but not limited to, coordination and deployment of client wellness program initiatives via surveys, health fairs, biometric screenings events, flu vaccination clinics, communication materials, incentives and wellness platforms

  2. Coordinate HMS Account Management team, and/or the Marketing department to assist with client specific communications. This includes, but is not limited to, wellness program promotional materials, monthly newsletters, portal content and MHC rollover responsibilities

  3. Assist with consolidation of client program engagement and health risk data for client presentations/reports

  4. Troubleshoot daily client program and activity-related issues. Appropriately seek HMS Account Manager support as needed

  5. Provide an experienced level of customer service to clients and partners, verbally and written, when responding to inquiries, issues, concerns and/or discrepancies in a timely and professional manner, effectively coordinating with internal and external contacts, as appropriate

  6. Establish and maintain professional relationships with clients, vendors, insurance carriers and internal department members in a manner that illustrates and supports our client-centric philosophy, including:

a. Attend client centric meetings on weekly basis

b. Serve as a liaison for communicating and resolving client issues within client centric team

  1. Participate in client internal / external meetings as needed

  2. Draft agendas, presentations, process documents, and reports to internal / external stakeholders

  3. Act as the escalation point of contact for internal / external customers and CSS I position

HMS Department Support & Knowledge

  1. Provides mentoring, coaching to CSS I position or new team members

  2. Demonstrates role model behavior by following process, procedures, and policies set by the department and the organization

  3. Participate in company-sponsored seminars, training workshops and webinars to enhance industry-related education

  4. Attends inter-department meetings in order to provide team with specific client information and to act as client support for the Call Center

  5. Review invoices submitted by HMS departments for discrepancies

  6. Provides back-up support to CSS I position

  7. Exhibits general knowledge of other related positions such as: HMS Analyst, data management, account management, marketing, and vendor management in order to provide back-up support as needed

Vendor Management Support

  1. Work with ProView Global team to assist with invoicing and projects on an ad hoc and/or ongoing basis

  2. Support HMS Account Management team with preparing vendor requirement documents

  3. Troubleshoot vendor issues on behalf of HMS Account Management, Call Center or Operations teams

  4. Participate in testing the functionality and viability of new application features and processes as needed

  5. Assist with vendor program data (RFPs, presentations, marketing collateral, etc.)

  6. Draft agendas and coordinate periodic vendor/stakeholder meetings

  7. Other duties and projects as assigned

Required Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  1. Bachelor's degree strongly preferred, or combination of applicable experience and education

  2. Minimum one (1) year experience working in a similar capacity, with insurance, health promotion or health care industry experience preferred

  3. Must be self-motivated, thrives in a fast-paced, team environment and able to work effectively with little supervision and direction

  4. Strong active listening skills with the ability to ask thoughtful and probing questions to determine client needs

  5. Strong organizational skills with excellent multi-tasking, problem-solving and follow-up skills, and the proven ability to deliver timely and accurate work product

  6. Excellent written and verbal communication, interpersonal and relational skills, including the ability to communicate effectively with remote locations, internal/external clients and vendors

  7. Advanced skills in Microsoft Word, Excel, Access and PowerPoint; knowledge of Publisher

  8. HIPAA Certificate must be obtained within one (1) week of hire date

  9. Demonstrated ability to exercise sound judgment when handling complaints, confidential and sensitive issues

  10. Requires the ability to collect and analyze complex numerical and written data and verbal information to reach logical conclusions

  11. Requires the ability to work and cooperate with clients, co-workers, managers, the public and employees at all levels in order to exchange ideas, information, instructions and opinions.

McGriff Insurance Services is an Equal Opportunity Employer and considers all qualified applicants regardless of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law.

EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify

Keywords: McGriff, Seibels, Irvine , Client Service Specialist II, Health Management Services, Other , Irvine, California

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