Account Coordinator
Job Title: Account Coordinator
Department: Client Operations
Location: Remote
Summary: The Account Coordinator’s primary responsibility is to own the Research Cases coming to the Account Management team, review, develop customer-facing response, or assign to the appropriate team member for follow-up. They will take researched cases from Research Associates and curate customer-facing explanations of the situation(s) in question, to provide clarity to customers on what occurred. The ideal candidate would be a detail-oriented problem solver with initiative and superb communication skills.
Responsibilities:
Department: Client Operations
Location: Remote
Summary: The Account Coordinator’s primary responsibility is to own the Research Cases coming to the Account Management team, review, develop customer-facing response, or assign to the appropriate team member for follow-up. They will take researched cases from Research Associates and curate customer-facing explanations of the situation(s) in question, to provide clarity to customers on what occurred. The ideal candidate would be a detail-oriented problem solver with initiative and superb communication skills.
Responsibilities:
- Conduct quality checks on research cases with working knowledge of customer call workflow
- Compile and submit weekly reports to Leadership, detailing case closures and top reasons for closure
- Leverage data by:
- Generating reports from Tableau, Telephony portal, and Homegrown portal
- Analyzing data from reports to identify trends and insights
- Independently generate basic reports to understand case trends
- Assist Account Managers with generating additional reports for key non-clinical accounts
- Communicate findings and key trends related to case closures and account health with Quality and Operations Managers
- Assisting with account documentation within Salesforce and special projects
- Maintain basic account information in Salesforce, including key contacts and account owners.
- Analyze case trends to assess account health/risk and update information in Salesforce accordingly
- Support Account Management Team by preparing data slides for Quarterly Business Reviews
- High school diploma or equivalent
- 1-2 years of prior customer-facing experience in a call center or customer support manner
- Attention to detail
- Ability to meet deadlines, as given
- Self-motivated and able to initiate the completion of duties without close supervision
- Excellent verbal and written skills; must be able to communicate effectively
- Excellent organizational skills and ability to multi-task
- Strong reading skills; must understand and be able to follow oral and written instructions
- Solid computer skills and knowledge of primary software applications, including Microsoft Windows/Office
- Salesforce preferred, not required
-
Seniority level
Entry level -
Employment type
Full-time -
Job function
Sales and Business Development -
Industries
Hospitals and Health Care
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