Senior Client Operations Specialist

With minimal supervision in a distributed workforce, provide service to VSP’s largest, most strategic clients and their brokers. This includes VSP’s mid to large-market clients and/or strategic relationships with added degrees of complexity. Provide support on client servicing and operations related items, including client implementation, renewals, contracts, maintenance, analysis, and problem

Consistently deliver a high level of service to achieve and maintain high client and broker satisfaction levels and support client and member retention.

Perform all requirements needed to implement new and renewing, individually rated clients from start to finish. Determine appropriate group structure, enter data into appropriate systems, install rates, complex products, and exceptions, and issue group welcome notifications and documents within established time frames.

Participate in online and/or onsite installation meetings to analyze customer requirements, system capabilities, and provide recommendations for structure and membership to support the group’s moderate to complex requirements.

Analyze customer requirements, provide education on VSP’s capabilities, and in collaboration with the account team, provide recommendations for structure, membership, and billing to support complex group requirements and performance standards.

Review new and renewing group structure, eligibility, and rates to ensure accurate group billing, reporting requirements, and member benefit availability.

Research, resolve and accurately respond to inquiries from clients, brokers, and business partners in a consistent, accurate, professional, and timely manner. Appropriately elevate situations with high-profile clients that could have company-wide impacts to help drive solutions as needed.

Participate in client meetings and work with internal business partners to address complex client requirements. Ensure client requirements are documented and communicated.

Identify, document, and track trends and types of issues that may be symptomatic of larger issues; escalate to the appropriate contacts and work with leadership to develop solutions.

Identify revenue growth opportunities when communicating with clients and brokers and forward leads to appropriate sales partners.

Identify at-risk clients and brokers, based on established triggers, and notify sales partners to help retain business.

Execute and oversee client contract-related activities to ensure legal and regulatory requirements are met. Partner with Intake Support and the account team on contract issues and exceptions that are approved by leadership.

Manage process for producing documents to compile contracts, including policies, amendments to the contract, 5500 forms, etc., and edit specifications to ensure legal obligations are met. Quality review documents for accuracy.

Comply with data integrity and security policies.

Help onboard and mentor new teammates and flex, as needed to support the business need.

Job Specifications

Typically Has The Following Skills Or Abilities

Two to four years’ Customer Service or Account Service experience, or equivalent experience demonstrating the ability to build effective relationships and resolve a variety of issues

Preferred one year of Client Operations Specialist experience or related

Excellent communication and interpersonal skills to effectively communicate with internal and external business partners

Critical thinking and analytical, with a solution-oriented approach to work

Must be detail-oriented and accurate

Strong organization and time management skills to prioritize multiple tasks

Proven problem solving, negotiations, and decision-making skills

Ability to work well and be comfortable with ambiguity and change

Demonstrate proficiency in MS Office applications

Must be available to work within the full range of division hours of operation

Working Conditions

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses, equity and commissions. For more information regarding VSP Vision benefits, please click here.

Salary Range

17

27.5

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.