Senior Client Service Representative
: Job Details :

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you're empowered to show up every day as your most authentic self and be a part of something bigger - thriving both personally and professionally. Together, let's empower people everywhere to live their healthiest lives.

Summary of Position

The Senior, Client Services Representative will be responsible for providing direct operational support to Teladoc's large health plan clients. The role will serve as the clients' single point of contact for all operational concerns, issues and questions. You will ensure that the customer's requests and expectations are fulfilled in a timely, professional and thorough manner. This will require a detailed knowledge of all aspects of Teladoc's operations to ensure that the clients receive the highest level of service.

The position will also be responsible for facilitating and managing tasks associated with member inquiry/concerns and interact with all necessary areas within the organization to fulfill the needs of the client. A solid understanding of Operational and IT related systems and processes will be required. This will ensure that key milestones are being tracked and reported on, allowing the operational units to fulfill the needs of the clients from an operational, contractual, and reporting standpoint.

Essential Duties and Responsibilities

• Address all issues / requests submitted by client.
• Track and report on the status of client issues.
• Act as the liaison with all Teladoc departments to ensure that all client operational issues are successfully being addressed in a timely fashion.
• Ability to work flexible hours providing 24/7, on-call, (if necessary) support regarding incidental and problem management process and/or high severity product issues
• Assist in streamlining the operational process by providing feedback from the clients to increase client satisfaction and increase internal quality.
• Must possess a deep understanding of all operational departments.
• Attend and facilitate conference calls on as needed basis.
• Work with all operations departments to ensure member satisfaction is met as per contractual obligations set forth by client.
• Meet with assigned account managers to ensure they are aware of any large issues that could impact client retention and ability to grow relationship.

Qualifications Expected for Position

• HSD Diploma required, associate degreepreferred
• 2+ Years of Account/Client Management/Client-facing experience in the healthcare industry
• Minimum 5 years of Healthcare Related Experience
• Minimum of 1 year of Project Management Experience
• Excellent oral and written communication skills
• Excellent analytical and organizational skills
• PC proficiency in MS Word, Excel, PowerPoint
• Proficiency in the following reporting systems: Salesforce, Cognos, Jira, Tableau, Team Support, Admin, Five 9
• Teladoc Health Product Knowledge
• Presentation preparation and delivery skills
• Teladoc Health Product Knowledge
• Ability to follow written and verbal directions
• Possess the ability to work on multiple projects, define tasks and assign priority levels with minimal supervision
• Proactive, resourceful, strong team player

The base salary range for this position is $60,000.00-$63,000.00. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2024. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

Why Join Teladoc Health?

A New Category in Healthcare:Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives. Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person's health journey. Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals. Focus on PEOPLE:Teladoc Health has been recognized as a top employerby numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment. Diversity and Inclusion:At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position. Growth and Innovation:We've already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health's Notice of Privacy Practices for U.S. Employees' Personal information is availableat this link.