Client Services Associate

Job Title:  Client Services Associate  

Job Code:  E01405 

Grade Level:  26 

FLSA Status:  ​Exempt​ 

Department:  Account Management  

Reports To:  Client Services Supervisor 

Date Written:  May 2025 

 

Position Summary 

The person in this position will serve as the primary operational and administrative contact for our client partners and be responsible to facilitate and develop solutions to client inquiries which effectively meet customers’ requirements through timely and thoughtful service delivery.

This role will be a key contributor to client management, retention, and relationship building by supporting and supplementing the Account Managers’ efforts internally and externally on their assigned groups.  

 

Essential Functions and Job Responsibilities 


* Work with Account Managers on their assigned base of enrolled groups (either direct or through a broker or consultant) to ensure customer satisfaction and retention. 


* Coordinate with other departments and facilitate and manage resolution of claim, eligibility, and benefit issues to guarantee responsive service and client satisfaction with all services provided by Delta Dental. 


* Follow through on inquiries with either verbal or written responses regarding claims, benefit payments, eligibility, and a variety of general information questions. 


* Ensure timely production and delivery of standard reporting packages, on a monthly and quarterly basis.  


* Produce/facilitate production of ad hoc and performance guarantee reporting packages as needed.  


* Gathering new group paperwork for cross sold vision groups.  


* Submit and process cross sold vision proposals in GRS and NGI. 


* Creating and sending renewals for enrolled dental and vision groups.  


* Complete and submit all internal paperwork, including abstracts, RFP forms, etc.

for client partners. 


* Day to day contact for client partners and consultants in all areas outside of Group Accounts (eligibility, billing, accounts receivable and ID cards). 


* Enhance relationships with existing client partners by providing excellent and responsive service; problem solving and follow up on any service issues. 


* Support the smooth implementation process (new groups and new segments), including updating the implementation calendar, spearheading the implementation components with all internal departments and leading implementation calls as necessary. 


* When needed, conduct benefit fairs and enrollment meetings for clients. 


* Review and update benefit summaries for client partners as needed. 


* With understanding of benefit utilization, perform high-level review of reports on benefit utilization. 


* Enter, update, and maintain integrity of assigned enrolled group information within our enterprise CRM system. 


* Enter dental and vision contracting in the Contract Management System (CMS).  


* Perfo...