Client Success Coordinator

We exist for workers and their employers -- who are the backbone of our economy.  That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.

Summary of role:  

The Client Success Coordinator will act as a real-time post-sales partner to client success team. Responsible for operational support functions related to client service, including but not limited to: preparation of all client related reporting (clients and brokers),  handling client inquires and collaborating with claims and customer service, keeping the Account Executive apprised on status of inquiries, assisting in preparing client annual reporting, and various internal reports in accordance with each client's specific requirements) along with any inquiries from various internal departments. 

Responsibilities Include: 

• Provide operational support and perform established service standards as related to renewals and Client Service. Including support of Client Success Managers/Executives, working with colleagues across internal/external departments and/or vendors to resolve claims, benefit, and enrollment tasks 

• Handle client inquires by collaborating with Claims and Member Care departments: 

• Resolve and/or escalate member issues, including VIP member issues with internal Customer Advocacy team 

• Assist with Implementation tasks as needed. Specifically, National Account Open Enrollment communications and member portal testing. 

• Prepare and execute on client renewal tasks which includes but is not limited to: 

• Renewal confirmations 

• Updating annual Open Enrollment materials 

• Vendor integrations and/or terminations 

• New network integrations and/or terminations 

• Prepare all client-related reporting, and various internal reports in accordance with each client's specific requirements along with any inquiries from various internal departments 

• Intake and monitor all inquiries through completion. Communicate status updates to Client Success Managers/Executives and internal stakeholders routinely.  

• Monitor the Account Services mailbox  

Required Skills and Abilities:   

• Works well in a dynamic team setting, with the ability to work independently  

• Demonstrates an attention to detail and a commitment to delivering clear and precise work  

• Has strong organizational and time management skills, and can prioritize across multiple projects  

• Ability to take initiative and be self-motivated while exercising effective problem solving and appropriate decision-making 

• Holds high Customer Service standards and aims to be client-orientated with a drive for quality service 

• Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying complex or technical information in a manner that others can understand, as well as ability to understand and interpret complex information form others, including but not limited to reimbursement policy standards 

Education and Experience: 

• 3 years' experience working with Healthcare Plans 

• Must have experience working for a TPA, Broker or Direct Carrier  

• Experience working with Self-Funded and Level Funded Insurance Products preferred  

Work Location: 

• This position is remote 

Centivo Values: 

• Resilient – This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don’t give up.  

• Uncommon - The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn't working for members, employers, and providers. So we're building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results - which is bold and uncommon. 

• Positive – We care about each other. It takes energy to do hard stuff, build something better and to be resilient and unconventional while doing it. Because of that, we make sure we give kudos freely and feedback with care. When our tank gets low, a team member is there to be a source of new energy. We celebrate together. We are supportive, generous, humble, and positive.  

Who we are:

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.

Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.