Client Retention Specialist (CRM - Front end) 1 Urgent Male

Job Description
1. PHONE CALLS
a. Handle phone calls from clients, specifically addressing routine concerns such as, but not
limited to, provider accreditation, doctor availability, reimbursement updates, LOA issuance,
and assistance during availment, among others.
b. Coordinate with the Front-End Team for meeting-related concerns to ensure a seamless
transition of calls when necessary.
c. Collaborate with other departments, to resolve client concerns efficiently and effectively.
d. Provide guidelines and procedures to troubleshoot and resolve common issues or
escalate complex problems to higher-level support if required.
2. EMAIL MANAGEMENT
 Centralized Email Repository: The Back End Team has the primary responsibility for
managing and responding to client emails in the centralized repository.
 Email Handling Guidelines:
3. MAF (Coordination with Front End Team)
a. The Back End Team will coordinate with the Front-End Team to obtain the signed contract
and Renewal List for a renewed account.
4. AMLA REQUIREMENTS
 Account Identification and Initial Follow-Up
 Document Tracking and Reminder System
 Follow-Up Communication
5. MEMORANDUM OF AGREEMENT
a. Once AMLA requirements are completed, generate the Memorandum of Agreement
(MOA) document.
b. Collaborate with the legal and compliance teams to address any necessary contract
modifications or negotiations.
c. Coordinate the contract signing process with clients, ensuring all required signatures are
obtained.
6. REIMBURSEMENT MONITORING
 Soft Copy Reimbursement:
 Communication and Follow-Up
7. SMARTSHEET MONITORING

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