United States onlyThe Associate Account Services Analyst is a key member of the Client Support Services team, dedicated to serving our Mid-Market clients while also supporting other client segments as business needs arise. This role is responsible for managing the day-to-day transactional service needs, ensuring timely and accurate resolution of inquiries and standard requests.
Requirements
- Serve as the primary contact for a portfolio of Mid-Market clients for their day-to-day and transactional needs via phone, email, and other system tools.
- Efficiently manage and process high-volume, transactional casework, including standard reporting requests, enrollment processing, funding inquiries, and basic system updates.
- Troubleshoot and resolve common to moderately complex client issues, demonstrating a high degree of accuracy and adherence to service level agreements.
- Develop a deep knowledge of the systems and processes most frequently used by Mid-Market clients.
- Identify recurring client issues or service trends and escalate them to the Solution Analyst or team leadership for strategic resolution.
- Assist Solution Analysts with data gathering and preparation for client projects and business reviews.
- Formally document all client communications in company systems to ensure a clear and continuous history of service is maintained.
- Collaborate closely with Solution Analysts to ensure a seamless service experience for the client, participating in account-specific knowledge sharing.
- Actively participate in training, coaching, and mentoring sessions to build the advanced skills required for the Solution Analyst role.
- Adhere strictly to all security policies and maintain patient privacy according to HIPAA guidelines.
- Accountable to both team and individual metrics, with a focus on efficiency and quality of service.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Retirement savings plan
- Paid time off
- Health savings account
- Flexible spending accounts
- Life insurance
- Disability insurance
- Tuition reimbursement
Brazil only