Client Services Coordinator

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.  Join our award winning team!

2024:

• Excellence in Customer Service Awards: Organization of the Year (Small)

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®)

Position:                      Client Services Co-ordinator

Department:                 Client Services

Reports to:                   Client Services Operational Lead

Location:                      Head Office, 40 Bank Street, E14 5NR

LanguageLine’s UK operation is part of the worldwide LanguageLine Solutions group with global headquarters in California and European headquarters in London.  Over its 20-year history, LanguageLine Solutions ensures the best interpreting and translation services available in the industry.

Main Job Purpose

Manage the relationship between the client and Language Line Solutions with the aim of ensuring the best possible customer experience. Be the first point of contact for both new and existing customers and play a key role in continually enhancing the efficiency and effectiveness of both the Client Services and Field Sales teams.

Specific Tasks

• Creation of new customer accounts, bill account and access codes on numerous systems
• Ensure all customer details are accurate and up to date for telephone and face to face interpreting accounts
• Processing of our ‘Voice of the customer’ queries and responding to clients in line with specific contractual timescales
• Ongoing maintenance and support of customer accounts
• First point of contact for prospect sales leads
• Producing detailed customer reports and adhering to monthly and quarterly SLA’s
• Maintain internal detailed spreadsheets and databases
• Deal with all invoice queries relating to telephone and face to face interpreting
• Processing of customer requests including training, materials, reports
• Provide administrative support to the field sales teams
• Manage the ‘dual handset phone’ process, despatching of new phones etc
• Ad-hoc projects (for example data cleaning, support of large tenders)
• Communicate and disseminate opportunities to the wider business team where appropriate
• Take personal responsibility for ensuring that personal information is used fairly and lawfully within GDPR guidelines, report any personal data security incidents immediately and abide by the Information Security Policy detailed in the Staff Handbook
• Any other duties appropriate to the position.

Person Specification

The following range of experience, knowledge and skills are required:

Essential

• Proven record of working on own initiative
• Proven record as working as part of a team
• Proven record of interaction with a broad portfolio of clients
• Proven record of developing relationships across a broad client portfolio
• Experience in interacting with the UK Public Sector and/or Commercial sector
• Comprehension of the UK public sector
• Confidence in communicating with people at various business levels both internally and externally
• Friendly and approachable
• Excellent telephone manner
• Ability to maintain a measured approach in stressful circumstances
• Ability to create, develop and nurture relationships with clients
• Ability to identify and pursue communication links within client organisations
• Ability to apply business-based judgement and consideration on an individual client basis
• Ability to understand and communicate into multiple business sectors
• Advanced capabilities and understanding of Microsoft Word and Excel
• Strong communication skills (both Verbal and Written).

Desirable

• 2 years’ experience in a client service environment preferred

Company Overview

Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.

Learn more

Health Advocate https://www.healthadvocate.com/site/

Facebook https://www.facebook.com/healthadvocateinc/

Video https://vimeo.com/386733264/eb447da080

Awards:

2023:

• National Customer Service Association All-Stars Award: Service Organization of the Year.
• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2022:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
• Excellence in Customer Service Awards: Organization of the Year (Small)
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2021:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
• Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2020:

• National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up
• Communicator Award of Distinction: October 2019 Broker News
• MarCom Awards: Gold, COVID Staycation Ideas brochure
• MarCom Awards: Platinum, 2021 Well-being Calendar
• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)