Client Services Specialist

FutureHealth, a disease management company located in Hunt Valley, Maryland, seeks a Client Services Specialist for its Client Services department.  This position is primarily responsible for participating in the implementation process of assigned new clients including project plan management, timeliness and quality of implementation, documentation of client service requirements, and process flow design with internal and external constituents.

 

RESPONSIBILITIES

1.  Implementation of new customers,  including but not limited to the following:

?  Organizes and leads implementation meetings with clients, client vendors and internal staff.

?  Develops and maintains implementation project plan

?  Develops and communicates client operating plan

?  Reviews services and fees set forth in the contract before Contract department and Sales release for customer review

?  Supports client contract completion working with the contracts department to provide documentation of client service and performance expectations

?  Requisitions the initial invoice

?  Informs the finance department of fees, special charges and billing arrangements

?  Completes the documentation and client authorization process for client  service requirements

?  Communicates and documents client service requirements to FutureHealth? staff

?  Provides oversight for initial data issues

?  Supports  staff training

?  Coordinates the communication program for members.

2.  Assists Senior Account Executives in development of first-year client service plans.

3.  May assist implementation of new products/services for existing clients as assigned.

4.  Represents Client Services at finalist meetings with prospects to advise and capture the program requirements and to develop preliminary implementation plan.

 

5.  Serves as Implementation support for matrix based project teams and liaison to FH clients, key vendors and internal clients.

6.  Prepares detailed implementation plans and specifications from which success and costs will be measured and reported.

7.  Other duties as assigned.

 

The above list of duties is intended to describe the general nature and level of work performed by the incumbent.

 QUALIFICATIONS

1.  Minimum of three years in customer service experience.

2.  Bachelor's degree in business, healthcare administration or related field; or equivalent combination of education and experience. 

3.  Minimum of two years experience in the health insurance or managed care industry. 

 

KNOWLEDGE, SKILLS AND ABILITIES

1.  Successful candidates must be proficient with office equipment including the use of a PC and relevant software to include MS Word, Excel and PowerPoint.

2.  Must have a successful background in client service and issue resolution.

3.  Familiarity with health services environment, including laws and regulations.

4.  High proficiency level with Word, Excel, PowerPoint, Ms Project, Visio and Web based applications.

5.  Knowledge/background in commercial medical risk and insurance or public programs, such as Medicare or Medicaid preferred.

6.  Demonstrated project management experience including project design, planning, communications and Quality Assurance.

7.  Knowledge of quality standards preferred (e.g. URAC, NCQA).

8.  Knowledge of benefits, program structure, guarantees member communications and other issues related to program delivery and reporting.

9.  Excellent communication, presentation and documentation skills.

10.  Analytical and problem solving skills.

11.  Ability to travel on a pre-scheduled (25%) basis.

12.  Ability to communicate at all levels within the organization and with customers.

13.  Ability to handle multiple priorities.

14.  Travel to client locations will be required.