Client Operations Specialist

Consistently deliver a high level of service to achieve and maintain high client and broker satisfaction levels and support client and member retention

Perform all requirements needed to implement new and renewing clients from start to finish. Determine appropriate group structure, enter data into appropriate systems, install standard rates and products, and issue group welcome notifications and documents within established time frames

Participate in online installation meetings to analyze customer requirements, system capabilities, and provide recommendations for structure and membership to support group’s routine to moderately complex requirements

Analyze customer requirements, provide education on our capabilities, and in collaboration with account team, provide recommendations for structure, membership, and billing to support group requirements within business standards

Review new and renewing group structure, eligibility, and rates to ensure accurate group billing, reporting requirements, and member benefit availability

Research, resolve, and accurately respond to inquiries from clients, brokers, and business partners

Obtain and verify partner (broker) licensing information to ensure commissions records are accurate

Coordinate with business partners to resolve membership/billing issues by conducting audits of company and group files both manually and electronically; recommend resolutions and report results

Identify revenue growth opportunities when communicating with clients and brokers, and forward leads to appropriate sales partners

Identify at-risk client and brokers, based on established triggers, and notify sales partners to help retain business

Manage process for producing documents to compile contracts, including policies, amendments to the contract, 5500 forms etc., edit specifications to ensure legal obligations are met

Comply with data integrity and security policies

Job Specifications

Typically has the following skills or abilities:

Two to four years’ Customer Service or Account Service experience, or equivalent experience demonstrating the ability to build effective relationships and resolve a variety of issues

Excellent communication and interpersonal skills to effectively communicate with internal and external business partners

Critical thinking and analytical, with a solution-oriented approach to work

Must be detail-oriented and accurate

Strong organization and time management skills to prioritize multiple tasks

Proven problem-solving, negotiations, and decision-making skills

Ability to work well and be comfortable with ambiguity and change

Demonstrate proficiency in MS Office applications

Ability to type 35 wpm

Must be available to work within the full range of division hours of operation

For roles that are remote (i.e., Work From Home (WFM)) or hybrid (i.e., partial onsite at a VSP location and WFM), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here. 

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.

Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information. 

We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities. 

As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.