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Job Summary
The In Office Support Specialist is the primary point of contact for clients, assisting with inquiries, resolving issues, and providing support related to the services we offer in the Satellite offices in the New York City area. This role requires strong communication skills, attention to detail, and a passion for helping others. The In Office Support Agent plays a key role in ensuring that our clients receive timely and accurate assistance while maintaining high levels of customer satisfaction.
Duties & Responsibilities
· Customer Support: Greet Consumers, Personal Assistants, and other clients to resolve issues, questions and general concerns that are brough to their attention.
· Problem Resolution: Address and resolve client concerns, complaints, and issues, ensuring a high level of satisfaction and providing follow-up as needed.
· Account Management: Assist clients with managing their accounts, including initial registration, providing guidance on processes, system navigation, and service-related queries.
· Service Information : Provide clients with clear, accurate information regarding services, policies, procedures, and eligibility for care, budgets, and personal assistants.
·Documentation: Accurately document client interactions, requests, and resolutions in the CRM system for future reference and reporting.
· Collaboration: Work closely with internal teams (e.g., operations, finance, and compliance) to resolve client issues and ensure seamless service delivery. This includes having a working level knowledge and understanding of how to address items such as pends, adjusts, and other payroll issues that are presented to them.
· Quality Assurance: Ensure all interactions meet company standards for professionalism, accuracy, and compliance with relevant regulations. Participate in training sessions to stay current on product offerings, company policies, and industry regulations to provide the best possible service.
· Escalation Support: Escalate more complex or unresolved issues to supervisors or other relevant teams, ensuring timely resolution for clients.
· Feedback Collection: Gather client feedback and suggest improvements to processes or services based on customer interactions.
· Authorization & Claims Research & Resolution : Performs in-depth research using internal databases, CRM payer portals, and electronic health record systems to resolve authorization-related inquiries accurately and efficiently.
· Timesheet Pend Investigation & Resolution: Responsible for researching and resolving timesheet pend issues, including conducting outbound calls to gather necessary information and ensure timely resolution
· Consumer & PA Education and System Training: Conducts outbound calls and other communications to educate and train consumers and their Personal Assistants on program guidelines, policies, and the effective use of internal systems and tools.
· MCO/Health Plan Escalation Resolution: Responsible for thoroughly researching and responding to escalations from Managed Care Organizations (MCOs) and health plans, ensuring timely and accurate resolution in accordance with organizational policies and regulatory requirements.
Required Skills:
Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex information in a clear and empathetic manner.
Problem-Solving: Strong problem-solving abilities, with a focus on resolving customer issues efficiently and effectively.
Customer-Centric Attitude: A passion for helping others and a strong commitment to providing exceptional customer service.
Organizational Skills: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Technical Skills: Comfortable using customer relationship management (CRM) software and other office technologies (e.g.,…