Client Service Representative-3

About Us

Zelis is modernizing the healthcare financial experience in the United States (U.S.) across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.

Why We Do What We Do

In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system.

Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture.

Position Overview

The Client Service Associate (CSA) serves an important function in assisting to provide excellent service to our external clients. This position is responsible for providing daily operational support, with key duties including (but not limited to) managing client-submitted projects and requests.

The CSA collaborates closely with internal stakeholders and clients to ensure that all client requirements are met efficiently and accurately. The position involves troubleshooting issues, maintaining clear documentation of workflow processes, and providing timely updates to clients.

CSAs are also responsible for following quality standards and ensuring compliance with data security policies. Strong organizational skills, attention to detail, and effective communication abilities are essential for success in this role. CSAs must be able to thrive in a dynamic fast-paced environment.

Expectations:

• Timely manage reported requests via the case management system.

• Participate in daily and/or weekly meetings with stakeholders.

• Effectively communicates and supports clients’ requests and team members, always maintaining a positive and professional demeanor.

• Maintain the collection, documentation, and ongoing management of business and technical requirements, ensuring alignment with project objectives and stakeholder expectations; maintained change logs to track scope adjustments and ensure transparency throughout the project lifecycle.

Resource:

• Maintain the collection, documentation, and ongoing management of business and technical requirements, ensuring alignment with project objectives and stakeholder expectations; maintained change logs to track scope adjustments and ensure transparency throughout the project lifecycle.

Problem Solving & Implementation:

• Works with internal teams to define client requirements and acceptance criteria.

• Identifies and communicates potential barriers.

• · Proactive monitoring of assigned support tickets to ensure a timely and effective resolution.

  Work Standards:

  • Meet and adhere to defined KPIs and SLAs for ticket/case resolution.

  • Enhances understanding of Zelis and client business processes, technical systems, software, and delivery methodologies for effective case and issue management.

  • Ensures adherence to HIPAA, Compliance, and Security policies.

• Required Experience:

  • 3 Years and more in US healthcare industry

  • Ability to understand and utilize web-based applications for project management and client business to business applications.

• Preferred Experience:

  • Experience in requirements gathering, root cause analysis, business rule configuration, and software configuration testing.

  • Proficiency with Jira and/or Salesforce.

  • Demonstrated experience as a relationship or client service manager.

Commitment to Diversity, Equity, Inclusion, and Belonging

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability and require reasonable accommodation with any part of the application and/or interview process, please email talentacquisition@zelis.com.