Overview

Client Success Coordinator - REMOTE Role and Responsibilities The Client Success Coordinator at Liviniti Health Systems has a vital role designed to ensure the success and satisfaction of our health system and hospital clients. Reporting to the Client Success Manager, this role demands a proactive, client-focused individual with exceptional organizational and communication skills. The Client Success Coordinator will manage client relationships, oversee the implementation process, and drive project management initiatives to enhance client experience and operational efficiency. This position requires a deep understanding of our product suite, the ability to manage multiple priorities, and the capability to collaborate effectively across various internal teams to deliver exceptional service and support to our clients. The Client Success Coordinator is required to perform the following duties and professionally undertake the following responsibilities: Providing timely responses to all client inquiries and addressing all client needs. Works effectively across organizations to resolve client needs with a sense of urgency. Delivers quality products in every interaction. Continues to focus and invest time in learning the Liviniti product suite and process interworking. Furthering intellectual capital and business acumen. Acts professionally in all interactions - both verbally and in writing. Preparing account management-related documents such as member documents, meeting reports, and other client communications and correspondence. In coordination with the Client Success Manager, prepare all follow-ups from client meetings. Ensuring all discussions are documented, and follow-ups are captured and delivered to committed timelines Fielding and processing internal and external information requests and handling them in a timely manner. Maintaining current work-in-progress records and archives of past project information as appropriate. Ensuring a working knowledge of assigned clients' objectives, understanding their benefit plan designs, and overall needs/expectations. Validating all systems accurately reflects their intent. Adheres to strict procedural and quality standards, including thorough and accurate documentation, testing protocols, claims analysis, and a thorough understanding of client technical and service specifications. Utilizes project management skills to track milestones and deliverables, timely recognition/notification of risk indicators, and provide regular status updates to Leadership internally/externally. Manages the project in compliance with the client service agreement, eliminating any risks to Liviniti for non-adherence, including managing the client and consultant to stay within the executed contract. Partners with multiple business units and teams to ensure the accuracy of claims adjudication setups and ongoing client needs. Utilizes planning, prioritizing, and organizational skills to ensure timely deliverables, high levels of quality, and efficient use of resources to achieve claims adjudication accuracy. Oversee and manage all ID Card processes, the relationship with Zelis, and escalate issues. Manage P&P's and/or create training videos related to ID cards. Lead discussions with other departments on our process, future enhancements, etc. Review proof before they are sent for approval internally or externally. All pressing card issues, requests, etc., flow through this role. Full-time resource for the team for any ID card issues/concerns Focus on automating and enhancing the process even further. Manage card mockups Queue (creating mockups for new clients). Training and creating Policies and Procedures for the ID card team. Develops and builds client business relationships by delivering a positive onboarding experience, including clear rules of engagement, orientation to Southern Scripts processes and services, communication of client commitments and expectations to internal partners, and successful transition