Client Experience Specialist
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Job Description
Client Experience Specialist supporting EAP clients and providers for Pyramid Healthcare’s behavioral healthcare services. Coordinating referrals, resolving concerns, and maintaining client records.
Responsibilities:
- Manage a high volume of inbound calls and online service requests
- Provide exceptional customer support to EAP clients and providers
- Establish trusting, professional relationships with clients and vendors
- Identify client needs and connect individuals to appropriate resources
- Deliver timely follow-up and ensure resolution of client concerns
- Anticipate client needs and provide proactive support
- Assess situations and determine appropriate referrals
- Assist clients in accessing available services and resources
- Coordinate with providers to facilitate service delivery
- Support provider recruitment efforts as needed
- Escalate complex situations appropriately
- Maintain accurate client records and documentation
- Enter information into company databases and systems
- Ensure compliance with company policies and procedures
- Monitor requests and manage multiple priorities simultaneously
- De-escalate client and provider concerns professionally
- Develop creative solutions to meet client needs
- Resolve issues efficiently while maintaining service excellence
Requirements:
- High School Diploma or equivalent
- Strong customer service and communication skills
- Excellent organizational and multitasking abilities
- Ability to manage multiple priorities in a fast-paced environment
- Strong problem-solving skills
- Proficiency with Microsoft Office applications
- Candidates selected for hire must successfully pass a criminal background check, drug screening, and any required state-mandated clearances
- Employment is contingent upon meeting all screening requirements in accordance with federal, state, and accrediting-body regulations
- Associate's Degree or Bachelor's Degree (preferred)
- Experience in customer service, client services, healthcare, behavioral health, call center operations, employee assistance programs, or human services (preferred)
- Experience working with confidential information (preferred)
- Familiarity with CRM, database, or case management systems (preferred)
- Customer Relationship Management
- Client Support
- Call Center Experience
- Referral Coordination
- Conflict Resolution
- Crisis De-escalation
- Microsoft Office Suite
- Microsoft Teams
- Zoom
- Adobe Acrobat
- Smartsheet
Benefits:
- Medical, Dental, and Vision Insurance
- Flexible Spending Accounts
- Life Insurance
- Paid Time Off
- 401(k) with Company Match
- Tuition Reimbursement
- Employee Recognition Programs
- Referral Bonus opportunities
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