Client Services Specialist, Tier 1 Support

Position Title:                      Client Services Specialist/Tier 1 Support (Full Time / Temporary)             

Who’ll You Report To:         Manager of Client Services-Tier 1 Support         

Job Description

Full-Time | Remote | 8:30 AM–5:00 PM PST (30-minute lunch)

We are seeking a dedicated, detail‑oriented Client Services Specialist to join the Client Services Team. In this full‑time, remote role, you will serve as the first point of contact for members and employers, delivering exceptional service through phone, email, and internal systems. You will handle 30–50 inbound calls per day, provide accurate benefit and reimbursement guidance, process eligibility and enrollment changes, and resolve complex account issues with professionalism and empathy.

Job Responsibilities:

Member & Employer Support

• Provide prompt, personalized service via phone, email, and follow-up communication.
• Manage RingCentral inbound and outbound calls while maintaining professionalism and call quality.

• Deliver first-call resolution for benefit, reimbursement, billing, COBRA, claims, enrollment, and eligibility inquiries.
• Support members through Qualifying Life Events (QLEs), explaining required documentation and next steps.
• Assist with ID card requests, including research, reorders, and carrier follow-up.
• Handle overage dependent reviews, notifications, and eligibility processing.
• De-escalate emotionally charged situations using empathy, active listening, and clear communication.

Case Management & Issue Resolution

• Complete and manage Salesforce Case Types, including:
  • EE-Level Enrollment/Eligibility Cases
    (member adds, terms, demographic corrections, plan changes, etc.)
  • ER-Level Employer Changes
    (group demographics, group adds/updates, corrections)
  • ID Card Cases

• Investigate and resolve benefit, reimbursement, denial, and claims-related questions.
• Own resolution of errors when they occur and ensure transparent communication with members and internal teams.
• Make outbound calls to gather missing information, provide updates, or close open cases.

Reporting & Administrative Support

• Fulfill one-off reporting requests for internal teams, brokers, or employers as needed.
• Maintain client records and document discrepancies or updates accurately.

• Provide general administrative support and contribute to special projects.
• Assist other business units when workload demands or cross-functional needs arise.

Technical & Remote Work Responsibilities

• Manage multiple systems in a dual‑monitor environment to support high call volume efficiently.
• Handle user management tasks within assigned systems as directed (e.g., access, updates, troubleshooting).

• Log into phone systems on time and adhere to scheduled breaks and productivity expectations.
• Maintain a distraction-free home workspace with reliable high-speed internet.
• Protect confidentiality and maintain compliance with HIPAA and privacy standards.

Qualifications Required:

• High school diploma or equivalent.
• 3–5 years of customer service experience; call center experience preferred.

• 1+ year in medical billing, benefits, insurance, or eligibility/enrollment support.
• Strong verbal and written communication skills; ability to multi-task and handle multiple priorities.
• Technically proficient in Microsoft Office and comfortable navigating CRM, phone systems, and administrative tools.
• Strong attention to detail and data accuracy.
• Experience managing sensitive information and difficult conversations with professionalism.
• Self‑motivated, organized, and able to manage time effectively in a remote environment.

Preferred Qualifications:

• Knowledge of medical reimbursement, benefits administration, HIPAA, or COBRA regulations.
• Experience using Salesforce, Zoom, Microsoft Teams, or similar tools.
• Experience supporting diverse member populations.
• Background in eligibility processing, enrollment support, or carrier coordination.

What Will Help You Excel: 

• Alignment with Vimly’s core values and strategic goals.
• Strong interpersonal written and oral communication skills
• Demonstrated ability to provide excellent internal and external customer service
• Experience working in a fast-paced environment similar to a high-tech start-up

• Strong problem-solving abilities and good judgment.
• High integrity, accountability, and attention to detail.
• Ability to collaborate across departments and build strong working relationships.
• Resilience and professionalism during high-stress or complex interactions.

What We Offer

Pay rate: $23/hour. Actual compensation offered may vary depending upon many factors, including a candidate’s skills, qualifications, experience, and location.

Vimly Benefit Solutions is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Vimly is also committed to the full inclusion of all qualified individuals. As part of this commitment, Vimly will ensure that persons with disabilities are provided reasonable accommodations. Vimly is prepared to modify or adjust the job application process, or the job or work environment, to make reasonable accommodations to the known physical or mental limitations of the applicant or employee, unless the accommodation to impose is an undue hardship. If reasonable accommodation is needed, please contact HR@Vimly.com.