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Client Service Specialist

As a Client Service Specialist (CSS), you will be responsible for receiving and responding to inbound customer inquiries, performing outreach to providers and members, providing program support for contract members, and providing technical and administrative support for various contracts, including support of internal applications and tools.


This part-time role is 20 hours per week. Your working hours will be 10:00am - 2:00pm Central Time.


You are expected to work in the West Des Moines office once per month on in-office days. These days are announced well in advance for you to plan.


Essential Functions
  • Ensures the highest level of customer satisfaction by partnering with team members and program support to meet contract specific service level agreements and successfully performing responsibilities as defined by the assigned contract(s). Customer support may include answering general inquiries, troubleshooting issues, scheduling/rescheduling assessments, and other administrative responsibilities as assigned. May refer more complex calls to appropriate team members.
  • Demonstrates professionalism through written and verbal communication with both internal and external customers, using multiple communication methods. Provides general office support. May perform data entry into database within specified timeframes. Prepares and distributes applicable correspondence from multiple sources to external participants following standard operating procedures and quality standards, to meet contract requirements. Listens to concerns, analyzes information, recommends solutions, and confirms customer satisfaction.
  • Works as an engaged team member to provide feedback, suggest improvement and work with leadership to achieve company and employee-owner goals.
  • Performs miscellaneous duties as assigned by Supervisor.


Requirements
  • High school diploma and/or equivalent.
  • 1+ years’ experience working in a customer service environment.
  • Demonstrated experience working in a fast-paced and deadline driven environment.
  • Excellent verbal and written communication skills.
  • Intermediate PC skills.
  • Proficiency in all Microsoft Office products.
  • Ability to triage issues and handle multiple tasks at the same time.  Keyboarding equivalent 50 words or more per minute.
  • Because of the nature and immediacy of the work, the ability to maintain regular and predictable attendance is essential.
  • Contact center experience preferred.
  • Health care or insurance experience preferred.
  • Medical Terminology or experience with coding (ICD/CPT) preferred.
  • Bilingual skills preferred.


COMMITMENT TO SAFETY

As part of our commitment to health and safety, some roles may require additional health protocols (i.e. personal protective equipment or vaccination)

 

Who We Are:

 

Telligen is one of the most respected population health management organizations in the country.  We work with state and federal government programs, as well as employers and health plans offering clinical, analytical, and technical expertise.

 

Health has changed a lot through our 50-year history, but what has remained constant is that we care deeply about who we serve and what we do. Our success is built on our ability to adapt, respond to client needs, and offer innovative solutions.

 

Our business is our people and we’re looking for talented individuals who not only believe in our mission but who are ready to take ownership and make a difference in the lives of people, in the world of health. Learn more about who we are and what we do at www.telligen.com/about-us

 

Are you Ready?

 

We’re on a mission to transform lives and economies by improving health and getting there means following through on our values of Ownership, Community, Ingenuity & Integrity. 

 

Ownership: As a 100% employee-owned company, our employee-owners drive our business, our solutions, and share in our success. When employee-owners grow and thrive, we all win.

Community: Putting others first and being a good corporate partner wherever we work, and play makes us who we are. We Show Up. For our clients, for our communities, and for each other.

Ingenuity: We’re a team of passionate professionals driven by hard work and big ideas. We understand that high-value breakthroughs come from taking calculated risks. If it will benefit our clients and advance our mission, we’re all ears. We celebrate free-thinking and challenge the status quo, so brainstorm away! 

Integrity: Smiling faces (virtual or in-person) are the norm around here. We enjoy a friendly work environment where everyone is dedicated to mutual trust, respect, and excellence.

  

Thank you for your interest in Telligen!

Follow us on Twitter, Facebook, and LinkedIn to learn more about our mission-driven culture and stay up to speed.


Telligen and our affiliates are Affirmative Action, Equal Opportunity Employers (EOE/M/F/Vet/Disability), and E-Verify Participants.

Telligen will not provide sponsorship for this position. If you will require sponsorship for work authorization now or in the future, we cannot consider your application at this time.

Telligen does not accept 3rd party solicitations from outside staffing firms.

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CEO of Telligen
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Jeff Chungath
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Average salary estimate

$37500 / YEARLY (est.)
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$30000K
$45000K

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What You Should Know About Client Service Specialist, Telligen

Telligen is seeking a friendly and motivated Client Service Specialist to join our team in West Des Moines, IA. In this part-time role, you’ll be the voice of our organization, responding to customer inquiries, reaching out to providers, and delivering program support to our valued contract members. Your working hours will be from 10:00 AM to 2:00 PM Central Time, allowing you to balance work and personal commitments. Once a month, you’ll get to collaborate with your teammates in the office, which we’ll plan well in advance to make scheduling easy for you. As a Client Service Specialist, your daily tasks will include addressing customer needs, troubleshooting issues, and ensuring that we meet our service level agreements. You’ll need to possess excellent verbal and written communication skills, as you will be interacting with both internal teams and external customers. Your ability to multitask and stay organized will be essential as you handle diverse responsibilities ranging from data entry to preparing correspondence per contract requirements. We’re looking for someone with at least one year of customer service experience and proficiency in Microsoft Office. Ideally, you’ll also have contact center experience or a background in healthcare or insurance. Above all, at Telligen, we value integrity, community, ingenuity, and ownership. We want you to be an engaged team member, providing feedback and chasing new ideas while working towards shared goals. If you’re ready to make a meaningful impact in the health sector, we’d love to meet you!

Frequently Asked Questions (FAQs) for Client Service Specialist Role at Telligen
What are the responsibilities of a Client Service Specialist at Telligen?

As a Client Service Specialist at Telligen, you will be tasked with responding to inbound customer inquiries, performing outreach to users, providing technical and administrative support for various contracts, and maintaining high levels of customer satisfaction. This includes troubleshooting issues, scheduling assessments, and ensuring all communications meet our quality standards and service level agreements.

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What qualifications do I need to become a Client Service Specialist at Telligen?

To qualify for the Client Service Specialist position at Telligen, you need a high school diploma or equivalent, along with at least one year of customer service experience. Strong communication skills and the ability to work in a fast-paced environment are vital. Proficiency in Microsoft Office and the ability to handle multiple tasks simultaneously will also be crucial for this role.

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What is the working schedule for a Client Service Specialist at Telligen?

The working schedule for a Client Service Specialist at Telligen is part-time, consisting of 20 hours per week from 10:00 AM to 2:00 PM Central Time. You will also be required to work in the West Des Moines office once a month on designated in-office days, which are communicated well in advance.

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What is the company culture like at Telligen for Client Service Specialists?

Telligen promotes a culture of ownership, community, ingenuity, and integrity. As a Client Service Specialist, you’ll find yourself in a supportive environment that encourages feedback and innovation. We prioritize a friendly workplace where team members are dedicated to mutual respect and excellence in service delivery.

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Is healthcare experience necessary for the Client Service Specialist role at Telligen?

While healthcare experience is preferred for the Client Service Specialist role at Telligen, it is not mandatory. Applicants with a customer service background in various sectors can still thrive in this position, especially if they possess strong communication and organizational skills.

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Common Interview Questions for Client Service Specialist
How would you handle a stressful situation while working as a Client Service Specialist?

When faced with stress in the Client Service Specialist role, staying calm and prioritizing tasks is key. I would assess the situation, communicate clearly with affected customers, and seek help from team members if necessary, ensuring that all issues are resolved swiftly and efficiently.

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What strategies do you use to ensure high levels of customer satisfaction?

To ensure high levels of customer satisfaction as a Client Service Specialist at Telligen, I actively listen to customer concerns, validate their feelings, and follow up on their inquiries to assure them they are well taken care of. I also provide solutions promptly and strive for clear communication throughout the process.

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Can you describe your experience with Microsoft Office in relation to this role?

Throughout my previous positions, I have consistently utilized Microsoft Office tools such as Excel for data entry and analysis, Word for creating correspondence, and Outlook for effective communication. Comfort with these tools aids me in smoothly managing my tasks as a Client Service Specialist.

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Why are you interested in working for Telligen as a Client Service Specialist?

I am drawn to Telligen because of its commitment to improving health and community welfare. I admire the company’s employee-owned model and believe my customer service strengths align with the organization’s values of integrity and dedication to client needs.

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How do you prioritize tasks when managing multiple inquiries at once?

Prioritizing tasks as a Client Service Specialist involves assessing the urgency and importance of each inquiry. I typically resolve issues that require immediate attention first while keeping a checklist to ensure that all customer queries are tracked and addressed in a timely manner.

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What do you think is the biggest challenge for a Client Service Specialist?

One of the biggest challenges for a Client Service Specialist is navigating complex customer inquiries that may require detailed solutions. Continuous learning and communication with teammates help in overcoming these challenges, ensuring that customers receive accurate and helpful information.

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Describe a time you went above and beyond for a customer.

In my previous role, I once had a customer who was experiencing significant delays with their service. I took the initiative to investigate the issue, communicated with various departments, and updated the customer throughout the process until we resolved the issue. They appreciated the personal touch and follow-up.

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How do you keep yourself motivated during repetitive tasks?

Staying motivated during repetitive tasks is easy when I set small goals for myself and remind myself of the positive impact I’m making as a Client Service Specialist. I also take short breaks to refresh my mind, which helps maintain my focus and productivity.

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What methods do you use to de-escalate a frustrated customer?

When dealing with a frustrated customer, I first listen actively to their concerns, ensuring they feel heard and understood. I calmly apologize for their inconvenience, offer clear solutions, and reassure them that I am committed to resolving their issues as quickly as possible.

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How do you stay organized when dealing with numerous customer inquiries?

To stay organized while managing numerous customer inquiries, I employ a combination of tools like task lists and digital reminders. This method enables me to track interactions, manage my time effectively, and ensure that no customer is overlooked during the busy workflow as a Client Service Specialist.

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Transforming lives and economies by improving health.

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Part-time, hybrid
DATE POSTED
March 16, 2025

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