Client Services Liaison

Client Services Liason

The Client Services Liaison plays a vital role in strengthening cross-functional alignment and improving the resolution process for member inquiries. This internal-facing role acts as a dedicated liaison between the Client Services, Member Services and Network teams to ensure prompt attention, effective prioritization, and swift resolution of member needs and requests. This position requires strong operational rigor, analytical thinking, and ownership in driving workflows that promote accountability, timely resolution, and positive member experiences.

Location: Remote | USA 

Responsibilities:

• Develop expertise in our solutions and member experience processes.
• Independently manage and resolve a defined scope of member cases with efficiency and care.
• Coordinate and track cases requiring support from Member Services to ensure timely resolution.
• Serve as the internal point of contact for member concerns raised by CSMs and CEs.
• Maintain case tracking systems, monitor progress, and ensure follow-through.
• Collaborate closely with Member Services, Network and internal teams to remove blockers and drive solutions.
• Build and maintain dashboards to surface trends, timelines, and areas of risk.
• Deliver insights and recommendations to stakeholders and leadership.
• Provide internal teams with timely updates and templates to support client-facing communications.
• Identify patterns and partner with teams on proactive improvements.
• Optimize workflows and standard operating procedures to enhance consistency and scalability.

 Requirements:

• 3+ years in client-facing, operations, or service delivery roles involving complex problem-solving.
• Experience working cross-functionally in fast-paced environments.
• Strong organizational skills and ability to follow through.
• Intermediate to advanced skills in Excel/Google Sheets; comfort with dashboards and trackers.
• Familiarity with systems like Salesforce, Zendesk, Gainsight, etc.
• Healthcare or digital health experience a plus.

 Strong Candidates will:

•  Comfort with ambiguity and strong problem-solving skills.
• Ability to navigate matrixed organizations and multiple stakeholders.
• A bias for action, ownership, and continuous improvement.
• A collaborative spirit and commitment to delivering internal excellence.

 Benefits