| Client Liaison (Columbus, OH) Summary – The Client Liaison serves as the dedicated point of contact for Business Agents, Trustees, and Plan Manager, providing a streamlined, responsive, and high-touch service experience. This role provides personalized and proactive support, manages escalated client and member issues, coordinates with internal departments to facilitate timely resolutions, and ensures clear and consistent communication across all stakeholders. The Client Liaison plays a key role in strengthening client relationships, improving the overall member and client experience, and ensuring continuity and follow-through on client needs. Essential Duties - Act as the primary contact for Business Agents and Trustees on escalated member issues.
- Manage and resolve complex issues in collaboration with the Service Team, Director of Client Solutions, Plan Manager, and other internal teams.
- Coordinate with Director of Client Solutions to address system issues and implement plan changes.
- Maintain open and consistent communication between all stakeholders.
- Ensure smooth execution of updates, rollouts, and enhancements, keeping all BeneSys departments informed of important plan changes and procedural updates.
- Establish and manage a dedicated Trustee/Business Agent hotline for related inquiries.
- Provide timely updates on progress, changes, and escalations to clients.
- Handle all mail, checks, and invoices that come into the office with care, ensuring they are promptly and accurately routed to the appropriate department for processing.
- Provide basic support and assistance to members as needed, addressing inquiries when appropriate and ensuring members are promptly directed to the appropriate department or resource for further assistance
- Attend client and member meetings and events as needed to provide support, answer benefit-related questions, and assist with issues or concerns.
Required Experience and Qualifications - Bilingual in English and Spanish (Spanish-speaking required).
- Strong communication and interpersonal skills with the ability to build trust and maintain professional relationships.
- Proven ability to manage and resolve complex issues effectively and efficiently.
- Excellent organizational skills and attention to detail.
- Ability to work collaboratively across multiple teams and departments.
- Proficiency in problem-solving and conflict resolution.
- Expert in healthcare terminology and insurance policies
- A passion for advocating for others and making a difference.
- Ability to handle sensitive and confidential information with discretion and professionalism.
- Ability to prioritize multiple requests, manage competing deadlines, and follow through to resolution.
- Strong customer service skills with the ability to interact professionally with members, Business Agents, Trustees, and internal teams.
- Demonstrated ability to take ownership of issues, follow through on commitments, and keep stakeholders informed.
- Proficiency with Microsoft Office and the ability to learn and navigate multiple systems and software platforms.
Preferred Qualifications and Experience - Experience in client services, account management, client liaison or customer service roles within healthcare, benefits administration, insurance, or related industries.
- Familiarity with union environments, collective bargaining agreements, and benefit plan structures.
- Technical aptitude and ability to understand system processes, identify issues, and coordinate system updates and plan changes.
- Experience working across multiple departments and coordinating solutions to complex client or member issues.
- Experience handling confidential and sensitive information with discretion and professionalism
- Strong understanding of healthcare benefits, eligibility, claims, and/or insurance processes is preferred.
- Regular and predictable attendance is an essential function of this job.
Impact - The Client Liaison serves as a key point of contact for Trustees and Business Agents, simplifying communication, reducing resolution times, and ensuring clarity and continuity across client interactions. This position plays a critical role in delivering a high-quality client experience, strengthening client relationships, and ensuring effective communication and coordination across BeneSys departments. Work Environment - Fast-paced, professional office environment requiring the ability to work independently and collaboratively as part of a team. The position requires strong organizational skills, attention to detail, effective time management, and the ability to prioritize and manage multiple tasks and competing priorities while maintaining a high level of accuracy and customer service. Work Schedule - Full time. Monday – Friday, 7:30am - 4:30pm. Required in office (No at-home days). Competitive Benefits and Compensation Package - 12 paid holidays
- Paid Time Off (PTO)
- Pro-rated during first year of employment
- 15 days of PTO provided in the next calendar year!
- 3 days paid bereavement
- Up to 20 days paid jury leave
- Medical, dental, and vision insurance, with option for dependent coverage
- Company-paid basic life, short-term disability, long-term disability, and AD&D insurance
- 401k with employer match
- Tuition reimbursement program
- Career development opportunities
- Referral bonus for all successful full-time referrals
- Annual opportunities for increases
Pay - Salary range for this position is $45,000 - $55,000 annually. Salary offered dependent on skills, experience, education, location and other business factors. Our Culture BeneSys wants to be a great service provider to the members we serve, and we recognize we can only do that if we are also a great employer with successful employees. In short, our success is driven by our employees' successes. We want to be a place where people want to work, feel proud of what they do and feel fulfilled both professionally and personally; creating a place where employees can find long-term growth and potential. Our culture focuses on three core values: - Collaboration: working together across 31 locations to achieve the best for the company and our clients
- Dedication: striving to create an environment where all employees work toward a common goal while committing to providing the best customer service to our members and our colleagues
- Integrity: doing what we say we will do. Upholding strong ethical and moral principles
ADA & EEO Reasonable accommodations will be made so that qualified individuals with disabilities are able to complete the application process and, if hired, fulfill the essential functions of their job.
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