Position Title

Client Services Business Support Analyst

Department

Client Services/Operations

Reports to

Operations Leader

Job Status

Full Time

Position Purpose

Do you love to innovate? Are you interested in being part of a forward-thinking organization on the cusp of affecting great change in an “old school” industry? If so, Ringmaster is looking for an experienced professional with a broad background and exceptional skills in the areas of issue data management, initiating sales and client support. Ideally this candidate would have experienced these attributes in self-funded claims/customer service stop loss insurance environment. Excellent communication and reporting skills are imperative – MS PowerPoint and Excel intermediate skills required. Most critically, this position requires flexibility, agility, a positive attitude, fierce work ethic, ability, and desire to learn quickly, and consistent delivery of value through ambiguity as a partner-focused change agent. Must be able to work independently on assignments while simultaneously engaging as a collegiate and collaborative part of a departmental team and organization.

Primary Responsibilities

• Engage in Client Service operational responsibilities that support in the delivery of service to Ringmaster Clients which includes TPAs, Brokers and Underwriters.

• Support the completion of assigned daily functions such as reporting, data management for products and support systems (Quote-LinQ, Smart-LinQ, Jira, ZenDesk, etc).

• Working with the Professional Services Engineer, determine the most appropriate method to support data needs for Smart-LinQ.

• Support new client implementations by actively pursuing all the data points from the new client checklist to ensure set-up and configuration is timely and complete.

• Prepare and manage the necessary Jira tickets to ensure complete configuration in preparation for client implementation and training.

• In conjunction with the VP of Client Services, evaluate the reporting needs internally and externally that will allow overall client management via data. (ESL Integration, Account Plan Management, Daily Production Report, etc)

• Actively pursue and manage all group details necessary to create, manage and maintain a client Account Plan via Ringmaster.

• On a monthly basis or as needed to support sales/operations needs, run and save the QuickSight Account Plan report by client to a designated folder to define targets for renewals as well as revenue potential.

• Provide updated Account Plan information to determine client services proactive steps to service the client, and determine account plan performance against original projections.

• Develop a trusted relationship with client service team members to ensure an exceptional client experience with Ringmaster interactions.

• Ensure the timely and successful delivery of our products according to customer needs and objectives

• Build a super user understanding of the Ringmaster products to engage as a “trusted advisor” for the client and support product issues.

• Continually enhance your knowledge and understanding of the industry landscape by participating in industry educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations, as directed by your supervisor

• Meet/Exceed all department and organization KPIs.

• Enhance department and organization’s reputation by accepting ownership for accomplishing new and different requests

• Keep Operations team updated on status of day-to-day responsibilities and delivering exceptional client service

• Assist in the oversight and management of the customer’s usage of our products

• Identify and communicate any barriers that slow or prevent the successful attainment of goals & deliverables.

• Assist with the collection of survey data to validate customer satisfaction with their implementation and/or training.

• Other responsibilities as assigned

Required Qualifications

• Bachelor’s Degree and/or valued or equivalent work experience
• Healthcare Industry and/or Stop Loss Insurance experience
• Previous customer service or implementation experience
• Team player with proven ability to foster and manage working relationships within a small team with the ability to build product adoption and drive results.
• Creative thinker with ability to think outside the box and translate ideas into actions.
• Strong problem-solving skills.
• Excellent oral, written presentation and communication skills.
• Proven ability to impact the customer experience.
• Proven appreciation for quality assurance processes
• Self-motivated with demonstrated ability to drive results with a sense of urgency in a rapidly changing environment.
• Strong working skills using Microsoft Office Suite and/or Google equivalent (Word/Docs, Excel/Sheets, PowerPoint/Slides, Google Drive, etc.)
• Keen attention to detail and adherence to deadline

Preferred Qualifications

• Teamwork
• Planning
• Build Relationships
• People Skills
• Initiative
• Customer Focus
• Emphasize Excellence
• Manage Multiple Projects

Who is Ringmaster Technologies?

Ringmaster is a cloud-based healthcare solutions provider created to simplify and enhance administrative processes by utilizing cutting edge technologies. Combining over a decade of expertise in both the healthcare and technology industries, RMT offers the first Fully Automated Workflow Optimization Solution that will drastically slash processing time and complexity while minimizing the turnaround time for Stop-Loss quoting, contracting, and policy administration. RMT is committed to modernizing Stop-Loss administration and creating optimal cost savings, value and growth to your organization. Ringmaster Technologies – Making Workflows Work Smarter.