Client Recovery Specialist

Overview:

One Trajector. One Mission.

Trajector is where purpose meets progress. We specialize in medical evidence services that become the compass our clients rely on while navigating the intricate terrain of disability benefits. Our calling is clear: to make a real difference, infuse passion, and enhance the quality of life for the disabled community. As part of our global community, you'll join a team of over 1,800 dedicated individuals, each contributing their unique talents to streamline the path to benefits. Urgency propels us, data empowers us, and every step is tailored to ensure those with disabilities access their rightful compensation. Join us in shaping stories of transformation, one life at a time.

The Client Recovery Specialist will be responsible for addressing and mitigating invoice disputes that have the potential to escalate into negative social media reviews or BBB complaints. Additionally, this role will handle clients who have already left negative feedback on social media or filed complaints with the BBB. The specialist will also focus on capturing and analyzing client experience feedback to drive improvements in our service delivery.

• Compensation ranging from $19.80 - $22.80 hourly. 
• Medical, dental, vision, 401k program, and more. 
• Paid time off, including seven (7) federal holidays plus two (2) flex holidays for DEI.
• Joining a rapidly growing organization. 

•  Invoice Dispute Resolution:
  - Manage and resolve complex invoice disputes by investigating issues, liaising with relevant departments, and negotiating solutions. Overall goal is to seek and fair one call resolution.
  - Develop and implement strategies to prevent future invoice disputes and ensure accurate billing practices.
  - Communicate effectively with clients to explain resolutions and maintain positive relationships.
• Social Media and BBB Complaint Management:
  - Address and resolve negative reviews and complaints on social media platforms and the BBB in a timely and professional manner.
  - Monitor social media channels and BBB for mentions of the company and respond promptly to client concerns.
  - Develop and implement strategies to improve our online reputation and handle escalated cases effectively.
• Client Experience Feedback:
  - Capture and analyze client feedback through surveys, direct communications, and other feedback mechanisms.
  - Identify trends and areas for improvement based on client feedback and work with internal teams to address issues.
  - Provide regular reports and recommendations to management on client experience and satisfaction.
  - Execute and assist with cross functional audits associated with client experience.
• Misc:
  - Maintain up-to-date knowledge of company policies, procedures, and industry best practices.
  - Meet or exceed metric expectations set by leadership
  - Responding to emails from Veterans and staff in a timely manner.
  - Exercising discretion and independent judgement with respect to matters of significance.
  - Complying with and upholding HIPPA guidelines.
  - Performing other duties as assigned.
  - Conduct projects as assigned by leadership.

• Authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.
• Excellent problem-solving skills with the ability to remain calm under pressure.
• Exceptional communication and interpersonal skills, with a focus on empathy and resolution.
• Ability to analyze data and provide actionable insights to improve client experiences.
• Three or more years related experience and/or training in the field, or equivalent combination of education and experience.
• Experience dealing with billing disputes preferred.
• Experience with HIPAA and confidential medical records.
• Experience in a fast-paced, performance goal-driven environment.
• Minimum internet speed of 25 uploads and 10 downloads.

Trajector is an EOE/Veterans/Disabled/LGBTQ employer.