Client Services Representative

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

The Client Services Representative will primarily be accountable for supporting in the ongoing day-to-day operations of client accounts. A Client Services Representative’s relationship begins at the completion of the implementation process through the life cycle of the client. 

The Client Services Representative is the point of contact for issue triage and navigation from inquiry to resolution, responsible for cross-functional collaboration across internal departments based on issue or client need and facilitation of process improvement based on issue tracking and trends.  It is critical that the Client Services Representative work with internal partners to determine and document root cause of each issue identified. 

The Client Services Representative is also responsible for ensuring preventative measures are identified and implemented to prevent the reoccurrence of the issue. The types of issues received include but are not limited to billing/invoicing support, eligibility / file support, including member access issues, fulfillment / device inquiries, member escalations, including grievances and technical issues. 

The Client Services team is the primary point of contact for clients that are <1,000 employee lives and facilitates the continued growth of the client.  This requires the Client Services Representative to interact with the clients in a strategic way related to utilization and enrollment growth.  To accomplish this aspect of the role the Client Services Representative will coordinate and execute client calls, create and deliver presentations that outline client performance and partner to deploy member communication initiatives.

Essential Duties and Responsibilities

• Operate as the lead point of contact for all operational matters specific to our customers 
• Handle both inbound and outbound calls in servicing multiple client accounts 
• Ensure the timely and successful delivery of resolutions to customer needs 
• Ability to work flexible hours providing 24/7, on-call, (if necessary) support regarding incidental and problem management process and/or high severity product issues
• Assist with high severity requests or issue escalations as needed 
• Build and maintain strong, long-lasting customer relationships 
• Communicate with clients and internal partners with professionalism and confidence 
• Develop a trusted relationship with key customer contacts and internal business partners 
• Prepare and deliver presentations 
• Recognition and identification of trending issues and downstream impact 
• Other duties as assigned 

Qualifications Expected for Position

• HSD Diploma required; associate degree preferred
• 2+ Years of Account/Client Management/Client-facing experience in the healthcare industry  
• Clear and effective oral and written communication skills 
• Excellent analysis and organizational skills 
• Strong critical thinking skills 
• PC proficiency in MS Word, Excel, PowerPoint
• Proficiency in the following reporting systems: Salesforce, Cognos, Jira, Tableau, Team Support, Admin, Five 9
• Teladoc Health Product Knowledge 
• Presentation preparation and delivery skills 

The base salary range for this position is $50,000.00-$53,000.00. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2024. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

Why Join Teladoc Health?

A New Category in Healthcare:  Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.  

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.  

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.  

Focus on PEOPLE:  Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment. 

Diversity and Inclusion:  At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.  

Growth and Innovation:  We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.  

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA).  Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.