Coordinator, Clinical Client Services

About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. 

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.  

JOB SUMMARY:

The Client Service Coordinator is responsible for working alongside Strategic Advisors to maintain existing client relationships through the processing of client requests, resolving client inquiries, and making sure key client information and documentation is up to date. Strong communication skills are required as interactions with clients are done via phone/web meetings and emails. The Client Service Coordinator will actively engage with clients to understand their operational needs and will relay requests and recommendations to management. If client concerns are received, they will be documented and directed to the Client Service leadership team.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.

Location: Remote (Within US Only)

Preferred Schedule: Monday - Friday, 8:00 AM - 5:00 PM EST 

Core Responsibilities:

• Serve as a primary point of contact for communications from internal partners and external clients received through shared mailboxes and other approved intake channels.
• Triage incoming requests by identifying urgency, ownership, required actions, dependencies, and the appropriate workflow or internal team.
• Own assigned requests from intake through closure: acknowledge requests within established service expectations, review available documentation, complete documented workflow steps, track deliverables, provide clear and professional updates, and confirm resolution.
• Escalate high-risk, time-sensitive, unclear, or unresolved concerns to Senior Team members or leadership according to documented escalation pathways and guidance.
• Create and maintain accurate support tickets, case notes, and supporting documentation in designated systems, clearly recording actions, ownership, decisions, status, and resolution details.
• Monitor operational reports to identify discrepancies and resolve issues in accordance with documented procedures, escalating exceptions to Senior Team members as needed.
• Maintain and update client-facing training materials, internal reference documentation, and standard operating procedures as assigned.
• Conduct client training and demonstrations of the CorroHealth Information Portal, ensuring users understand available functionality, navigation, and submission processes.
• Support special projects and departmental initiatives while meeting agreed-upon timelines and quality expectations.
• Perform additional duties as assigned that align with departmental and company needs.

Role Expectations:

• Learning and development: Completes structured onboarding and training, applies feedback from Senior Team members and leadership, and builds independence in documented workflows, systems, and client communication over time.
• Ownership and accountability: Takes responsibility for assigned work, manages tasks and communications through resolution, and communicates proactively when barriers, delays, or risks arise. Ownership expands as proficiency grows, with guidance from Senior Team members during onboarding.
• Communication and client service: Communicates clearly, professionally, and respectfully with internal and external stakeholders through email, telephone, instant messaging, and web meetings, and provides timely status updates.
• Prioritization and adaptability: Manages a high volume of communications, tasks, and deadlines, and adjusts to changing priorities, new processes, and evolving client needs while maintaining accurate records, productivity, and service quality.
• Problem solving: Evaluates available information, identifies missing details, determines appropriate next steps, and resolves routine issues using established workflows and resources. Recognizes when an issue falls outside documented procedures and escalates it to Senior Team members with the relevant details.
• Technical aptitude: Learns and applies new systems, tools, and workflows quickly while maintaining accurate documentation and efficient task management.
• Collaboration: Partners effectively with Strategic Advisors, Client Services team members, operational teams, technical partners, and leadership to coordinate work, resolve issues, and meet client needs.
• Accuracy and confidentiality: Maintains accurate documentation, communications, and records while adhering to HIPAA, HITECH, company privacy requirements, and client confidentiality obligations.

Education and Experience:

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• At least one year of experience in client service, customer support, administrative support, or another professional setting where you managed communications, deadlines, or records is required. Relevant internships, volunteer work, or coursework may be considered.
• Strong written communication skills, with the ability to write clear, professional emails and status updates.
• Demonstrated ability to learn new systems and apply documented procedures accurately.
• Strong organization and attention to detail, with the ability to manage multiple requests and deadlines.
• Proficiency with Microsoft Outlook, Teams, Word, Excel, and related Microsoft 365 applications.
• Comfort communicating by phone and web meeting, and willingness to lead client training and demonstrations.
• Experience managing a shared mailbox, request queue, or ticketing system, and familiarity with Salesforce, EMRs, or similar business applications is preferred.
• Exposure to healthcare, hospital operations, or revenue cycle work, and basic knowledge of HIPAA and privacy requirements is preferred.

What we offer:

• Competitive Hourly Salary
• Medical/Dental/Vision Insurance
• 401k program
• PTO: 80 hours accrued, annually
• 9 paid holidays
• Tuition reimbursement
• Equipment provided
• Professional growth and more!

PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.