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Client Relations Coordinator 

FLSA Status: Full, Time Non-Exempt

Salary Range: 21.19 - 25.42/hr

Position Overview:
The Client Relation Coordinator is a key member of the Client Services team. This position is responsible for providing exceptional tier one support to clients via phone and email.  and be the primary point of contact between the Client Services Department and brokers, clients, and groups. The core responsibility is to provide exceptional customer service and ensure smooth communication across teams. This position balances customer interaction with back-end service coordination, ensuring inquiries are routed correctly, documented accurately, and resolved efficiently whenever possible. In addition to frontline support, the Client Relations Coordinator assists in quality assurance activities, peer onboarding, and process improvement initiatives that drive team excellence and enhance the client experience. This role requires an initiative-taking, performance-driven individual with a passion for customer service excellence.

Essential Duties & Responsibilities: 

• Client Interaction & Issue Resolution 
  • Serve as the first point of contact for incoming client inquiries via phone and email, providing professional, timely, and accurate support.
  • Triage service requests and route complex or urgent matters to appropriate departmens or team members. 
  • Independelty resolve non-complex issues, such as but not limited to basic billing inquiries, eligibility questions, Schedule A or service concerns within defined protocols. 
  • Maintain an abandonmnet rate below 5% while ensuring customer satisfaction and adherence to quality standards. 
  • Audit and update client contact information as needed to ensure automated 2-month touches sent out meet delivery success rate of 90% or higher. 
  • Respond to voicemails left on the Client Services ACD line. 
•  Administractive Support & Documentation
  • Process and manage client corresondance using internal tools (included but not limited to email inboxes, Salesforce)
  • Collaborate closely with Client Relations Consultants to support seamless handoffs and end-to-end client services. 
  • Process open enrollment promo items and collateral orders within four business days.
  • Enter events for Client Services Team in the Concierge calendar.
  • Accurately document call outcomes and case details in CRM (Salesforce). 
  • Assist in maintaining internal knowledge bases, scripting guides, and operational SOPs.  
• Quality Assurance & Performance Monitoring
  • Ensure all client interactions meet the minimum quality assurance (QA) score of 80% for each call.  
  • Review and adhere to client service guidelines and quality standards in every interaction.
  • Participate in monthly quality calibration audits. A score lower than 50, a coaching plan will be developed. 
• Peer Support & Onboarding
  • Be a peer mentor and onboarding buddy to new Coordinators, assisting with system training and process acclimation. 
  • Contribute to team meetings by sharing updates, best practices, or process insights. 
  • Perform regular or ad-hoc outreach tasks as assigned by management.
    
  • Additional Duties
  • Perform any other duties as assigned by the Client Relations Supervisor, and/or Manager, contributing to the overall success of the team.
  • Ensure no activity involves the interpretation of clinical information or healthcare requests, maintaining compliance with company regulations.

Required Education and Experience: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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. 

• High School Diploma or equivalent.
• Proficient PC keyboarding skills.
• Proficiency with Microsoft Office, including, but not limited to: Microsoft Excel, Word, PowerPoint, and Outlook.
• Able to manage all types of clients and broker calls in a professional manner. 
• Able to work as a contributing Team Member towards achieving management’s stated goals.
• Excellent time management and organizational skills.
• Two (2) years of recent experience in customer service, contact center, or client support roles.

Preferred and Advanced Qualifications: 

• Associate degree or equivalent combination of education and experience. 
• Healthcare industry related experience.
• Experience or proficient in Salesforce. 

Competitive compensation & excellent benefits offered