Associate Customer Success Coordinator

Job description

ConnectureDRX is seeking an Associate Customer Success Coordinator who will be responsible for a wide variety of tasks in support of the members of the Customer Success Team.  This role is customer-facing and requires being a self-starter who can proactively address issues and coordinate solutions, adapting to changing priorities as identified or instructed. 

The Associated Customer Success Coordinator will help managing incoming requests from customers, coordinate with internal teams to address requests and issues, assist with internal and customer reporting needs (downloading/creating and distributing) and will handle other associated tasks as assigned. 

What your impact will be:

• Provide support to Customer Success Team
• Provide administrative and technical support such as scheduling, preparing information, monitoring timelines, attending meetings, etc.
• Provider customer service via telephone/support tickets/email.  Assist with outbound customer communications as instructed.
• Handle customer inquiries and resolve support inquiries providing accurate and timely responses on status of request(s).  Coordinate with customer if additional information is needed.  If the nature of the inquiry requires involvement from others, manage the inquiry/response through successful completion. 
• Assist with data file collection, validation and issue resolution.
• Assist with customer electronic enrollment files and export file implementation and issue resolution. 
• Assist with data entry of client data, site configuration changes and/or enrollment form configurations. 
• Provide quality assurance on enrollment forms for clients, test data flows, data mapping, check rates against PDF files, etc.
• Perform quality assurance testing of site configurations and client data
• Create and maintain documentation of current and future processes, develop testing cases and testing scripts
• Communicate effectively with internal teams to provide product support and issue resolution
• Work as a team in a fast-paced environment
• Perform data entry of client data
• Perform other customer service or administrative duties as assigned. 

Qualifications:

• A BS/BA Degree
• Experience working directly with customers in a client service capacity
• Experience in using software reporting tools

What we are looking for:

• Detail-orientated
• Organizational Skills/ability to multi-task
• Time Management skills/ability to prioritize
• Strong communication skills, both verbal and written
• Self-starter, ability to manage to deadlines with little to no direct supervision
• Listening and problem-solving skills; ability to proactively address issues and coordinate solutions
• General technical knowledge needed to support customers
• Collaborative team player
• Quick learner
• MS Office Suite

What will make you stand out:

• Medicare/Insurance/Health Care knowledge (preferred, not required)
• Success working in a team environment
• Prioritization savvy – ability to determine appropriate priorities, responsive to urgent requests, ability to escalate as appropriate

What we offer:

• Growth within an organization that encourages creative expansion
• A diverse and inclusive working environment
• A Remote environment
• A casual work environment
• Opportunity for challenging projects and professional growth
• Personal Time Off accrual and Personal Holidays
• Comprehensive Medical, Dental and Vision offerings
• Employee stock ownership and RRSP options

About us:

For nearly two decades, ConnectureDRX’s vast network of health plan data has brought carriers, FMOs and brokers together to simplify selling health plans in order to help millions of consumers find and enroll in their best fit Medicare plans every year.

With unique drug-pricing capabilities, ConnectureDRX arms consumers with reliable and time-tested out-of-pocket cost estimates to support better decision-making. ConnectureDRX’s multi-channel automation saves consumers, carriers, brokers and call centers time navigating Medicare complexities, improving member satisfaction and retention.