CLIENT RELATIONS JOB DESCRIPTION

Associate Client Relations Representative Roles:

• Establish familiarity with internal systems to respond to client requests – asset values, status updates, tax efficiency, account performance, etc.
• Support the coordination of responses to client requests by liaising with internal teams, and utilizing internal technological resources for information, paperwork, transition analyses, etc.
• Gain proficiency and understanding of the channel guides and team policies and procedure in order to mitigate risk. Assist with coverage when team members are out and cross-train to ensure coverage.
• Support the maintenance of existing client accounts within internal systems.
• Support the establishment/termination of accounts in proprietary systems; coordinating with internal teams, RIAs, Family Offices, and custodians to ensure proper set-up.
• Support the provision/refreshing of portfolio analyses with existing clients.
• Support the completion of ad hoc projects within the team as requested.
• Establish working relationship with Regional Reps and other internal teams on existing client relationships.
• Establish working relationships with external contacts for new accounts and activity for existing clients.

Associate Client Relations Representative Requirements:

• 4-year degree, preferably in related discipline such as economics, finance, or marketing; work experience in lieu of degree will be considered.
• 0-2 years proven experience working with financial services advisors / money managers.
• Introductory experience with registered investment advisors (RIAs), the Family Office community, separate accounts, unified managed accounts (UMAs), institutional investors, tax-efficient products, and/or indexes a plus.
• Relationship-building skills and ability to thrive in team environment preferred.
• Good communication skills - both internally/externally in written/oral/auditory essential.
• Familiarity with MS Office and the ability to learn additional internal/ external software programs.
• Resourcefulness, problem solving, and organization (ability to prioritize effectively)
• Ready willingness to work in fast-paced environment with hourly deadlines with attention to detail. Flexible, willing and able to work long hours as needed.

Client Relations and Operations Associate Duties:

• Operate as part of a team, alongside senior staff and principals to provide clients with a positive and professional experience. Responds within the same day for all client requests, by phone or email.
• Understands client needs, identifies root causes of problems, and implements pragmatic solutions.
• Gathers client information, statements and financial records.
• Produces quarterly and monthly reports, maintains client and correspondence files.
• Processes money movement: Wire transfers, ACH, Journals and ACATS, with appropriate paperwork.
• Processes and follows up on client documentation for proper maintenance of client accounts.
• Prepares letters, forms and spreadsheets to assist with servicing existing and prospective clients.
• Assists in synthesizing market and manager data in order to support due diligence & research efforts.
• Assist in marketing, including creating social media and presentation content.

Client Relations and Operations Associate Qualifications:

• Ability to synthesize information into clear, thoughtful, actionable deliverables.
• Deliver an extraordinary client experience: exhibited through responsiveness, professional demeanor, friendly attitude and consistent follow through.
• Discretion: Our client’s confidentiality is of the utmost importance.
• Communicate effectively with both co-workers and clients.
• Ability to research and analyze client account information.
• Interested in acquiring new knowledge to adapt to industry and market changes.
• Attention to detail while simultaneously managing time to complete important projects.
• Ability to operate independently, demonstrating efficiency and flexibility in a fast-paced work environment.
• Organize and prioritize workload, demonstrating the ability to multi-task.
• Proficient in Microsoft Office: be able to produce letters, reports, electronic communications, and spreadsheets and manage databases.

Efficient account administration and reporting rely on Client Support Job Description to maintain accurate client servicing and operational workflows.

Client Relations Associate Roles:

• Answer customer inquiries of routine scope and complexity via phone or email in a timely matter. 
• Follow up with customers and escalate inquires/requests to the Supervisor as needed.
• Process orders and ensure all appropriate promo codes and promotion attributes are applied. 
• Process special orders as requested.
• Issue RGA (Return Goods Authorization) and WRA (Warranty Return Authorization) return authorizations accurately within 48 hours of receipt with the proper approvals.
• Investigate and process all charge backs within 30 days of receipt. 
• Escalate any charge backs past 30 days to the Supervisor.
• Process claims as required. Review Claims Management System errors to ensure Standard of Performance requirements are met and errors are limited.
• Process promotion payment (coop) as needed. 
• Investigate accuracy of information submitted on coop claim forms and obtain all necessary approvals for processing payment or credit request.
• Cross train and provide assistance to team members as needed.
• Maintain accurate account customer profiles.
• May set up new accounts and update customer information in the system for the Canada and International database.
• Perform other duties as required within the nature and level of work.

Client Relations Associate Experience and Qualifications:

• High School diploma required. Bilingual preferred. 
• Experience with PRMS, AS400, BOSS, or Varsity preferred.
• Proficient in MS Office suite of applications. 
• Must be able to multitask, manage shifting priorities, and work independently and with others. 
• Ability to work in fast-paced and high-stress environment. 
• Ability to communicate effectively both verbal and written.

Client Relations Manager Functions:

• Develop and generate CRM KPI reports to help stores meet goals on a weekly/monthly basis
• Run and analyze insight and behavioral studies to enhance existing programs and drive sales
• Conduct segmentation studies to ensure growth and development of clients (sharing necessary information to stores for client development)
• Collaborate with internal partners for different reporting and analysis needs (including boutique managers and regional directors, executives, etc.)
• Oversee database maintenance by partnering with all necessary entities and ensure database quality initiatives are implemented
• Manage direct marketing such as mailers, e-newsletters, lookbooks by identifying targets and distributing to stores
• Manage and oversee programs by creating a roadmap for success for sales associates
• Oversee the gifting program from logistics to distribution
• Visit stores to provide training on clienteling tools
• Develop clienteling roadmap and tools to help stores succeed
• Regularly partner with the central team to execute pilot programs and initiatives
• Proactively manage projects and suggest initiatives to improve existing programs

Client Relations Manager Skills, Abilities and Experience:

• Strong analytical skills
• Excellent communication skills, verbal and written
• Ability to handle multiple projects simultaneously in a fast paced environment
• Ability to make autonomous decisions in a timely manner
• 3 years of experience in a relevant position in CRM/Marketing
• Strong analytical skills (comfortable with large data sets)
• Outstanding communication skills, both written and verbal
• Strong project management/organizational skills, including the ability to prioritize and handle multiple tasks simultaneously and provide strong attention to detail
• Strong computer skills, must be able to learn new applications quickly

Manager of Client Relationship & Strategy Responsibilities:

• Support and execute Corporate Real Estate (CRE) and Business Unit (BU) strategic initiatives and leadership directives.
• Develop and recommend project delivery strategies, objectives, and program plans aligned with business goals.
• Plan, organize, and oversee integrated real estate portfolio projects, coordinating cross-functional activities as required.
• Serve as the primary point of contact for Project Management teams regarding BU deliverables and project alignment.
• Monitor project scope, schedule, cost, risks, resources, and communications throughout the project lifecycle.
• Identify project issues, implement corrective actions, and act as the first escalation point for active projects.
• Ensure adherence to master plans, governance standards, quality expectations, and project schedules.
• Support End-to-End (E2E) CRE processes and drive continuous process improvement initiatives.
• Prepare and issue Statements of Requirements (SORs) for new projects based on BU direction.
• Partner with Workplace Innovation, Transaction Management, Project Management, and Facilities Management teams to support Capital Appropriation Request (CAR) development and approvals.
• Track and report project progress to BU and CRE stakeholders using appropriate project management tools.
• Manage Transaction Management (TM) and Facilities Management (FM) projects throughout the full project lifecycle.
• Support business case preparation and capital/expense approval processes for governance and executive committees.
• Collaborate with the Center of Excellence team to maintain data integrity across technology platforms.
• Act as a key contact for CRE E2E process questions and BU inquiries related to rent payment issues and solutions.

Manager of Client Relationship & Strategy Requirements and Qualifications:

• Strong program and project management skills with the ability to manage multiple initiatives simultaneously.
• Experience managing project scope, schedules, budgets, risks, resources, and stakeholder communications.
• Ability to analyze complex business and financial information and develop practical solutions.
• Strong problem-solving, organizational, and decision-making capabilities.
• Excellent communication, presentation, negotiation, and stakeholder management skills.
• Ability to work cross-functionally within a matrixed business environment.
• Strong attention to detail with the ability to proactively identify and resolve issues.
• Ability to interpret complex business documents and respond effectively to sensitive matters.
• Knowledge of financial terms, principles, and approval processes.
• Strong analytical and quantitative skills.
• Experience supporting real estate portfolio management, program management, or corporate project delivery initiatives.
• Experience collaborating with cross-functional teams, including Project Management, Facilities Management, Transaction Management, and business stakeholders.
• Proven ability to manage integrated projects and drive process improvement initiatives.
• Experience preparing project documentation, governance materials, and approval submissions.
• Proficiency with project tracking and reporting tools and enterprise technology platforms.
• Experience operating in a fast-paced, matrix-based corporate environment preferred.

Billing and Client Relations Specialist Functions:

• Engage in client relations and acts as the link between the client and the company with intent to satisfy the client and the company
• Coordinate with Client Success Executives, Project Mangers, Contracts Department and other SOC departments to provide timely answers to client questions and to facilitate successful client relations
• Understand and support client’s needs during the implementation process and during the ongoing revenue cycle operations
• Track the client implementation process and communicate progress to key team members via established reporting tools
• Work in a simultaneous effort with external and internal resources to monitor expectations for delivery dates
• Create client profiles with information necessary for client creation in the billing system
• Submit requests via secure mail to client’s RCM POC for data integral to the RCM process such as demographic and insurance information
• Sort and file completed reports received from clients to appropriate client folders
• Assist with provider credentialing when necessary
• Assist with data entry into the billing system as required
• Download medical records from SOC documentation platform, label and upload to specified areas of the billing system
• Assist with AR monitoring to ensure the continuous effective flow and prompt reconciliation of accounts
• Assist in the preparation and review of reports
• Assist in monitoring the patient AR process to ensure that client-specific patient management processes are being implemented and followed
• Verify accuracy of insurance payments received and posted to the billing system
• Analyze data to identify, diagnose, and resolve billing issues expeditiously
• Review necessary information in billing system in order to respond to management questions
• Assist client and company with establishing methods and development of tools to ensure appropriate visibility of front-end processes impacting the revenue cycle, such as patient registration and insurance verification
• Provide feedback and recommendations for improved client implementation process, client relations and improvements to billing functions such as coding, charge entry, insurance follow-up, and payment posting
• Ensure strict adherence to regulatory, operational, and legal compliance protocols
• Responsibilities may include other related tasks as necessitated by the operational implementation plan

Billing and Client Relations Specialist Abilities and Knowledge:

• Expert ability to interact with people at varied levels using tact and diplomacy
• Ability to remain calm and objective in stressful situations
• Have excellent organization and detail-oriented skills
• Understand and abide by billing compliance regulations
• Ability to prioritize when managing multiple projects concurrently
• Adaptability to changing circumstances in a sometimes fast paced environment
• Excellent written and oral communication skills
• Excellent problem-solving skills and action implementation
• Capability to work under pressure and manage workflow in effort to meet deadlines
• Understanding of insurance plans and requirements
• Ability to meet minimum daily and monthly productivity and performance metrics
• Be able to create and or maintain a practical filing system
• Knowledge of manual and digital filing and scanning
• Ability to prioritize when managing multiple projects concurrently
• Capability to work under pressure and manage workflow in effort to meet deadlines
• Ability to learn quickly and present ideas for improvement
• Critical thinking
• Proficient in Power Point, Word and Excel
• Excellent typing and data entry skills with high degree of accuracy
• Familiarity with medical terminology
• Knowledge of medical billing protocols/ICD-10 and use of CPT CODES

Accurate billing coordination and reporting depend on Client Relations Job Description to support efficient revenue cycle management and client communication.

Lead Client Relations Representative Duties:

• Anticipate, research, and respond in a timely manner to clients with regards to their needs and interests.
• Coordinate new client conversions and existing client testing. Act as a client advocate and interface between all departments. Demonstrate and share experience with other associates on the team.
• Remain current on industry/market trends, changes in regulations and government requirements, and on company strategic initiatives, products/services, and system/application enhancements.
• Monitor the effectiveness of systems, policies and procedures, and make appropriate recommendations to ensure daily operations are efficient
• Assist with planning daily, month-end and annual production runs, including: ensuring material is available, providing production team with volumes and instructions, attending production planning meetings, and communicating progress to the client.
• Participate or assist in requirements gathering and documentation for smaller scope projects and for components of larger scope projects.
• Complete accounts receivable collections, monitor SLA compliance, and monitor contract terms and conditions.
• Plan and present at quarterly reviews with the client and/or conduct client training sessions.

Lead Client Relations Representative Experience and Qualifications:

• 3 years of experience in a client service and/or sales related role (if no bachelor’s degree)
• Strong proficiency maintaining high client happiness, high results, and overall client advocacy
• Experience with MS Office suite of products
• Detail-oriented, able to multi-task, and excellent time management and follow-up skills
• Ability to maintain a positive relationships with clients
• Ability to work collaboratively and professionally with internal colleagues

Client Relations Specialist Responsibilities:

• Build and maintain relationships with key personnel at each assigned facility to ensure client satisfaction and account retention.
• Know and understand products and services offered by HandCraft and ability to make recommendations to clients
• Provide effective customer service through education, consultation and individual support to assigned accounts.
• Contact customer upon sale of a new contract. Plan and execute new account installs.
• Conduct client visits on a daily basis, answer client questions, and document visit outcome in Salesforce.
• Serve as the primary liaison for customer service issues related to assigned accounts.
• Ensure linen/scrub quality/quantity issues are appropriately resolved.
• Escalate and follow up on unresolved service issues with customers, management, transportation, and production as needed.
• Facilitate best practices to optimize efficiency efforts.
• Conduct regular inventory scans using RFID technology.
• Negotiate and renew client contracts.
• Identify and cultivate opportunities for new business/addition of products with existing customers.
• Must have a friendly, Positive attitude

Client Relations Specialist Experience and Requirements:

• High School Diploma or GED. College Degree Preferred.
• Previous experience working in a service oriented role. Prior account management experience preferred.
• Must be able speak and read the English language.
• Ability to use various computer programs including Microsoft Office Suite and Customer Relations Software packages
• Demonstrated ability to work effectively with a variety of personalities and deal with occasional conflict.
• Ability to adapt to a growing market as new clients are regularly added
• Possess a valid driver's license with a good driving record.
• Excellent problem solving skills.
• Outstanding written and verbal communication skills

Collections Client Relations Specialist Duties:

• Serves in a liaison capacity, representing Americollect by building relationships with clients, patients, and other third parties, such as insurance companies. Communicates via all available omni channels to offer education on the healthcare revenue cycle; to troubleshoot accounts (specifically those complex in nature) through resolution; and to respond to requests such has insurance or payment reviews and settlements, or inquiries about matters such as financial assistance. May refer or escalate accounts as appropriate.
• Engages in active listening with callers, confirming or clarifying information and diffusing conflict.
• Makes appropriate changes or documentation in client healthcare systems and internal technology platforms. Manages and completes routine reports to ensure accounts are being handled and resolved appropriately.
• Submits claims to insurance providers for patients on behalf of Americollect’s clients, following through to resolution. Pursues disputes for denied claims as appropriate.
• Configures system settings to allow for client access to internal platforms and reports.
• Participates in the implementation process for new clients by leading or attending meetings, making workflow suggestions, developing procedures, and communicating expectations to the contact center.
• Proactively shares information about Americollect’s healthcare revenue cycle services to support the growth of the business’s client and/or account base.
• Follows department processes and procedures in compliance with industry laws and regulations.

Collections Client Relations Specialist Knowledge and Experience:

• Required Education: High School Diploma / GED
• Experience in a customer service capacity required, preferably in a contact center environment
• Knowledge of collections industry, healthcare revenue cycle, and medical insurance and billing processes and terminology, and healthcare administration required
• Proficient in Microsoft Office Suite required
• Typing speed at least 45 words per minute required
• Proficient in managing a multi-line phone system preferred