Client Relations Coordinator

As a Client Relations Coordinator at VBA, your primary responsibilities include being the first point of contact for Benefit Administrators, Brokers, and third-party agents. You'll handle inquiries through phone calls, emails, and chats, ensuring high-quality service. You will assess policy coverage and manage requests, while also collaborating closely with Group Administration and EDI teams. Your role will involve creating ad hoc reports, processing access forms, and supporting new Broker Agencies, positioning you as a vital part of the VBA team.

To be successful as a Client Relations Coordinator at VBA, candidates should have an Associate’s degree or equivalent work experience, with a Bachelor's degree preferred. A minimum of four years of full-time customer service experience, along with at least two years in healthcare insurance enrollment, is essential. Prospective candidates must also be authorized to work in the U.S. and maintain a residence in Pennsylvania during employment.

Yes, the Client Relations Coordinator position at VBA is primarily remote, accommodating work-from-home flexibility. However, occasional in-office work may be required based on business needs. This setup allows for a great work-life balance while keeping you connected with the team.

Key skills for a Client Relations Coordinator at VBA include excellent communication and interpersonal skills for maintaining relationships, proficiency in MS Office Suite, strong analytical and problem-solving abilities, and the capacity to handle sensitive information while ensuring HIPAA compliance. The role also demands effective organizational and time management skills to juggle multiple priorities efficiently.

VBA offers a competitive benefits package for its Client Relations Coordinators, including health and dental benefits with minimal employee contribution, employer-paid vision, short and long-term disability, and life insurance. Additionally, you can expect a 401k with employer matching, generous time off, and opportunities for career growth within the company.

When prioritizing tasks as a Client Relations Coordinator, I assess the urgency and importance of each task. I categorize requests based on their deadline and the impact they will have on our clients and the internal team. This systematic approach enables me to manage my time effectively and ensure that I'm providing the highest level of service.

In a previous role, I encountered a client who was frustrated due to a miscommunication regarding their policy coverage. I listened to their concerns, validated their feelings, and assured them I would work on resolving the issue promptly. By providing clear information and timely updates, I was able to regain their trust, proving the importance of good communication in client relations.

To ensure HIPAA compliance, I meticulously follow protocols for handling and sharing protected health information. I stay informed about the latest regulations, participate in training, and utilize secure communication methods. Maintaining confidentiality is paramount, and I always ensure that our clients and their data are treated with the utmost care.

Cultivating relationships with brokers and clients is all about proactive communication and establishing trust. I regularly check in with them through phone calls or emails, provide helpful resources, and offer support on their queries. By demonstrating genuine interest in their needs and being reliable, I build long-lasting and fruitful partnerships.

I have significant experience in data management and report creation, particularly in analyzing enrollment data and member statistics. I leverage tools like Excel to compile actionable insights, producing user-friendly reports that not only track progress but also help the team make informed decisions on client communications.

When faced with a significant workload or tight deadlines, I maintain focus by breaking tasks into manageable parts and prioritizing them based on urgency. I communicate openly with my team about my progress and any obstacles I'm encountering, allowing for collaborative solutions while managing expectations. Time management and adaptability are key in those situations.

I am proficient in the MS Office Suite, particularly Word, Excel, and Outlook, which I use for documentation and communication. Additionally, I have experience with document management technology and am familiar with using systems like PCRM for processing appointments and managing client documents effectively.

To onboard a new Broker Agency, I would start by clearly outlining the onboarding process, providing them with necessary documentation and resources. I would schedule introductory meetings to build rapport and answer any questions they may have about our systems. Providing ongoing support and check-ins afterward would ensure they feel included and confident in our services.

Teamwork is essential in client relations as it allows us to leverage each other's strengths and expertise. I believe in collaborating closely with colleagues from various departments to address client needs effectively. By sharing insights and supporting one another, we can provide a more comprehensive and efficient service to clients.

I want to work for VBA because I'm impressed by your commitment to exceptional client service and your focus on building long-term relationships. The collaborative culture and opportunities for professional growth resonate with me, and I believe my skills and passion for helping others align perfectly with VBA's values and mission.