Client Retention Specialist

Essential Duties and Responsibilities:

• Handle client calls for routine concerns and coordinate with Front-End Team.
• Collaborate with departments for efficient issue resolution.
• Provide guidelines for issue troubleshooting or escalate complex problems.
• Respond promptly to client emails and maintain detailed records.
• Collaborate with other departments for complex inquiries.
• Coordinate with Front-End Team for renewal information.
• Encode MAF and initiate COC issuance.
• Identify accounts requiring AMLA follow-up and initiate contact.
• Maintain tracking system and conduct monthly client follow-ups.
• Generate MOA post-AMLA completion.
• Coordinate contract signing, notarization, and database maintenance.
• Retrieve and review soft copy reimbursement requests.
• Coordinate with claims team and provide timely updates to clients.
• Familiarize with Smartsheet for tracking and monitoring client concerns.
• Regularly check and review incoming client concerns.
• Collaborate with Front-End, claims, legal, and compliance teams.
• Ensure clear and prompt communication with clients on various matters.
• Follow up on concerns in Smartsheet, ensuring timely and appropriate action.
• Escalate unresolved issues to higher management when necessary.

Job Qualifications/Specifications:

1. Educational attainment: Bachelor's degree in business, marketing, sales, or a related field
2. Years of relevant experience: at least 1-year administrative work
3. Area/s of experience: HMO but not required
4. Knowledge: Proficiency in using office software (Microsoft Office)
5. Skills: • Organizational Skills
• Effective written and verbal communication
• Accuracy in handling information and documents
• Ability to identify issues and find practical solutions
• Balancing multiple tasks and responsibilities simultaneously
• Willingness to adapt to changing work environments and tasks
• Addressing inquiries and issues in a friendly and professional manner.
• Properly documenting information for future reference
• Ability to adapt to new technologies, procedures, or organizational changes
• Medical related if possible but not required