About Garner
Garner is dedicated to revolutionizing the healthcare economy by offering high-quality, affordable care to everyone. We partner with employers to restructure healthcare benefits, using data-driven insights and clear incentives to guide employees toward top-tier, cost-effective healthcare providers. This ensures improved patient outcomes and rewards doctors for quality care, not the volume of procedures. Backed by premier venture capital firms, Garner is experiencing rapid growth and is eager to welcome new talent to our team.
Job Title: Client Services Specialist
Location: Remote (Work From Home)
Salary: $60,000 – $75,000 per year
Position Overview
We are searching for a dynamic Client Services Specialist to manage and support client accounts, ensuring their satisfaction and long-term retention. As the primary liaison between clients and Garner, you will address inquiries, resolve issues, and implement solutions tailored to client needs. Additionally, you will facilitate new client onboarding, requiring strong project management skills and the ability to coordinate cross-functional teams and external stakeholders effectively. This position reports to the Director of Implementation and Client Services.
Key Responsibilities
New Client Onboarding:
- Oversee and manage new client implementation projects from initiation to completion.Develop and maintain project plans, ensuring tasks are completed on time and deliverables are met.Collaborate with cross-functional teams, including Sales, Product Development, Account Management, and Integrations, to ensure a seamless implementation process and client satisfaction.
- Work closely with clients and Account Managers to capture and document requirements, understanding their business needs and effectively communicating the value of our solutions.
Client Services and Support:
- Address client inquiries and concerns promptly, troubleshoot issues, prioritize tasks, collaborate with internal teams, and provide timely updates to stakeholders.
- Maintain accurate records of client interactions, transactions, and communications using CRM software or other tools.
- Coordinate service delivery and support to ensure high levels of client satisfaction.
- Identify trends and mitigate risks that could impact client satisfaction or retention, proposing innovative solutions to challenges.
- Monitor service performance metrics and promptly address any issues to maintain quality.
- Develop an in-depth understanding of our products and services, providing clients with education on features, functionalities, and best practices.
- Offer ongoing training and support to help clients maximize the benefits of our solutions.
Ideal Candidate Profile
- Experience: 2+ years in client services, customer support, or implementation roles, preferably in health insurance, employer health benefits, or health tech.
- Technical Skills: Familiarity with project management and collaboration tools such as Zendesk, Salesforce, Slack, G Suite, Asana, Smartsheet, etc.
- Problem-Solving: Strong ability to proactively address and resolve client issues.
- Project Management: Capable of managing multiple projects and achieving results under tight deadlines.
- Communication: Exceptional communication and interpersonal skills, adept at building relationships with clients and internal teams.
- Organizational Skills: Excellent organizational skills for managing tasks, projects, and workflows efficiently.
- Industry Knowledge: Understanding of medical claims processing and/or Electronic Data Interchange (EDI) is a plus.
- Startup Experience: Experience in a rapidly evolving startup environment.
- Mission-Driven: A passion for contributing to the transformation of the U.S. healthcare system.
Garner Values
- Mission First: Transforming the healthcare system to deliver high-quality, affordable care to all is our primary focus.
- Expect Extraordinary: We push for exceptional results to achieve our audacious mission.
- Courageous Communication: Transparency and candor are essential to our organizational and individual growth.
- Supportive Community: We foster an environment where people feel genuinely supported and cared for, enabling them to perform their best work.
Compensation and Benefits
The target salary range for this position is $60,000 – $75,000, based on qualifications, skills, and applicable laws. In addition to base compensation, this role includes participation in our equity incentive and competitive benefits plans.