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Role Description

The Client Engagement Specialist acts as a proxy for the Client Engagement Manager as needed. They serve as a liaison between the Client Engagement team and other internal Palco staff, including enrollment, customer service, payroll, billing, marketing/communications, and product management. They share responsibility for managing contract deliverables and are subject matter experts for the programs they support, providing expert-level knowledge to internal and external audiences.

Client Engagement Specialists balance their commitment to the company with an unyielding attitude of process and programmatic improvement, always considering how a program may be improved in terms of responsiveness, effectiveness, and service.

Duties and Responsibilities

• Field questions, issues, and participant problems reported to program partners and Palco staff.
• Possess good phone skills and ability to effectively communicate across all lines of business.
• Take a proactive approach for creating and suggesting resolutions to issues/concerns for clients and partners.
• Maintain an outcome-oriented, “can-do” attitude, providing timely feedback to partners on issues.
• Embody the highest degree of customer service in all forms of communication with partners.
• Provide expert-level information on program rules and policies across all departmental workflows.
• Able to break down complex issues into manageable, outcome-oriented solutions.
• Participate in regular round-table discussions with management regarding pervasive issues and make relevant recommendations for improvement.
• Create meeting agendas, schedule, host conference calls, and webinar trainings with management and partners.
• Create a high-level program overview report of the assigned accounts to be presented quarterly.
• Participate in on-site partner training, meet-and-greets, and other scheduled activities.

Skills and Attributes

• Communicate effectively with individuals of varying backgrounds, abilities, and communication styles.
• Represent Palco in all interactions with respective clients.
• Handle difficult or unusual situations with professionalism and discretion.
• Participate in development, training, and other departmental meetings.
• Consult with peers or upper management on complex and unusual problems.
• Apply acquired job skills and company policies to complete standard tasks.
• Refer to policies and past practices for guidance.
• Possess strong analytical, decision-making, listening, and problem-solving skills.
• Ability to build rapport with colleagues and business partners.
• Possess strong time management and organizational skills.

Other Essential Traits

• Proficient with MS Office and CRM software.
• Must be able to exercise tact and discretion under stress.
• Must have excellent verbal and written communication skills.
• Must be able to multi-task and meet deadlines.
• Must understand and adhere to Palco’s Core Values.

Education and Experience

• Bachelor's degree in Business Administration, Business Management, Health Services Administration, Marketing, or a related field preferred.
• 2 years of Account Management or Project Management experience required.
• Experience in Business Development or Sales and Marketing preferred.
• Customer relations experience a plus.

Benefits

• Generous Paid time off.
• Annual bonus potential.
• Retirement Savings: support for saving for your future.
• Career Growth Opportunities: opportunities to advance your career.
• Paid Training: earn while you learn with access to learning opportunities.
• Great Work Environment: a culture of collaboration and recognition for diversity efforts.
• Employer shared Health Insurance cost.
• Employer paid Disability Insurance.
• Employer paid Life and AD&D Insurance.
• Vision Insurance.
• Cancer Insurance.
• Voluntary Life Insurance.
• Paid Time Off.
• Remote work environment.
• Paid holidays.