Senior Client Support Representative - Client Support (Tier 2)

Essential Duties and Responsibilities
- Respond effectively to inbound and outbound customer, provider, or stakeholder contacts via telephone, Interactive Voice Response (IVR), written correspondence, or system workflows.
- Provide accurate, unbiased information regarding eligibility, enrollment, services, and program requirements across multiple contract programs.
- Investigate, analyze, and resolve complex or escalated issues originating from multiple service channels, including contact center, operations, research, and interface processes.
- Research beneficiary or case history, interpret data from multiple systems, and report findings or recommendations to management as needed.
- Process enrollment, disenrollment, and other program transactions in accordance with established production, quality, and compliance standards.
- Access, read, and interpret customer, beneficiary, provider, and system data elements to support issue resolution.
- Maintain up to date knowledge of programs, policies, procedures, and contract compliance requirements and apply them accurately to case resolution.
- Serve as a liaison or support resource for internal teams, health plans, or external partners by researching inquiries and coordinating resolution efforts.
- Provide backup support to operational functions as needed, which may include contact center operations, forms processing, research, interface tracking, or mailroom support.
- Anticipate potential issues, identify trends or risks affecting operations or service delivery, and proactively escalate concerns to management.
- Provide feedback to leadership regarding staff performance, training needs, or process gaps.
- Recommend procedural, workflow, or process improvements to enhance accuracy, efficiency, and compliance.
- Review knowledge base content, reference materials, or system documentation and make recommendations for updates or improvements.
- Participate in special projects, audits, or initiatives as assigned.
- Support the development and delivery of training or knowledge sharing activities when needed.
- Establish and maintain effective working relationships with internal teams, supervisors, and external partners.
- Meet or exceed established productivity, quality assurance, and performance standards.
- Maintain confidentiality and security of customer, provider, and program information at all times.
- Perform other related duties as assigned by management.

Minimum Requirements

- High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.

- Must be able to pass all pre-employment screenings, including a background check

- Must have at minimum a HS Diploma or GED/equivalent

- Must currently reside in the Oklahoma City area (No more than 1 hour away or no more than 40 miles away from the site)

- 1 year of Customer service experience required

- Call Center service experience preferred

Home Office Require...