Client Services Specialist

Responsibilities will include:

• Oversee project management for new client implementations from start to finish.

• Create and maintain project plans, ensuring all tasks are completed within the defined timelines and deliverables are met.

• Foster effective collaboration with cross-functional teams, such as Sales, Product Development, Account Management, and Integrations, to ensure a smooth implementation process and uphold client satisfaction.

• Collaborate closely with clients and Account Manager to capture and document their requirements, ensuring a thorough understanding of their business needs, and effectively communicating the value of our solutions.

• Promptly address client inquiries or concerns, troubleshoot issues, prioritize tasks, collaborate with internal teams, deliver timely updates to stakeholders, and collect feedback to achieve resolution and ensure client satisfaction.

• Maintain accurate records of client interactions, transactions, and communications using CRM software or other tools.

• Coordinate the delivery of services and support to clients, ensuring high levels of client satisfaction.

• Proactively identify trends and mitigate risks that may impact client satisfaction or retention and propose innovative solutions to resolve challenges.

• Monitor service performance metrics and address any issues or concerns promptly to maintain service quality.

• Develop a comprehensive understanding of our products and services. Provide in-depth assistance to clients, educating them on features, functionalities, and best practices.

• Provide ongoing training, education, and support to ensure clients can effectively maximize the benefits of the implemented solutions.

Ideal candidate has:

• 2+ years experience in a client services, customer support, and/or implementation role, preferably within the health insurance, employer health benefits, or health tech industries

• Familiarity with project management and collaboration tools such as Zendesk, Salesforce, Slack, G Suite, Asana, Smartsheet, and others.

• Strong problem-solving abilities and a proactive and responsive approach to resolving client issues.

• An ability to manage multiple projects and achieve results against tight deadlines

• Exceptional communication and interpersonal skills, adept at building trusted relationships with both clients and internal teams.

• Outstanding ability to efficiently organize and manage tasks, projects, and workflows to ensure timely achievement of deadlines and client satisfaction.

• Knowledge of medical claims processing and/or Electronic Data Interchange (EDI) is a plus

• A willingness to “roll up your sleeves” and do whatever is necessary to ensure company success

• Experience working in a rapidly evolving startup environment

• A desire to be a part of our mission to improve the U.S. healthcare system

What we look for at Garner:

• Mission First: Our mission is to transform our healthcare system, delivering high quality and affordable care to all. Everything else is secondary.

• Expect Extraordinary: Our mission is audacious, so we will only succeed by producing exceptional results. We continually push ourselves and each other to new heights and beyond our comfort zones.

• Courageous Communication: Transparency and candor are imperative to realizing our potential as an organization and as individuals—even when uncomfortable. Many companies talk about these values. We live them.

• Supportive community: We know that people do their best work and learn the most when they feel genuinely supported and cared for. It’s also more fun that way.