Hybrid Senior Client Care Specialist

at Patriot Growth Insurance Services, LLC

• Job title: Senior Client Care Specialist
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Philadelphia, United States

About the role

• Senior Client Care Specialist at Exude providing exceptional service and support to clients and employees. Handling complex service issues and client renewals with a focus on client satisfaction and retention.

Responsibilities

• Provide high-level client service to large and mid-sized clients, resolving complex claims, billing, and benefits issues.
• Serve as an escalation point for advanced service matters; identify root causes and recommend process improvements.
• Support client renewals by assisting with employee communications, open enrollment preparation, and delivery of in-person and virtual meetings.
• Create and present employee-facing education related to benefits, including HSAs, HRAs, and FSAs.
• Coordinate with insurance carriers, TPAs, vendors, and healthcare providers to resolve client and employee concerns.
• Perform billing reconciliation, census audits, and maintain accurate documentation.
• Provide guidance and support to junior Client Care Specialists and assist leadership with coaching efforts.
• Participate in open enrollment support during peak seasons, including travel to client locations as needed.
• Maintain confidentiality, comply with data security standards, and support special projects as assigned.

Requirements

• 3-5 years of customer service experience in a benefits, insurance, or related professional services environment.
• Bachelor's degree in HR, Health Policy, Risk Management/Insurance, or a related field preferred (or equivalent experience).
• Prior experience supporting complex client accounts and high-volume service requests.
• Active Life, Accident, and Health Insurance license required.
• Experience assisting with benefits renewals and open enrollment activities preferred.
• Strong technical knowledge of group benefits, administrative processes, and compliance requirements.
• Exceptional client service and problem-solving skills in a fast-paced, high-volume environment.
• Ability to independently resolve complex issues and exercise sound professional judgment.
• Excellent communication and relationship-building skills.
• Strong organizational, time management, and multitasking abilities.
• Proficiency with Microsoft Office Suite and CRM technology.
• Flexibility to work variable hours, including occasional evenings, weekends, and on-call coverage during peak periods.

Benefits

• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
• Company paid Short-Term Disability, Long-Term Disability and Group Term Life
• Company paid Employee Assistance Program
• Paid Parental Leave
• Paid holidays
• Personalized PTO
• 401 (k)