Senior Client Service Representative

Sr Representative - Client Service-1

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 PINS team centrally manages Fraud, Onboarding/Verifications, and Account Servicing for Zelis clients, addressing issues related to account takeover, business identification, bank account validation.

Assist providers in completing registration and enrollment requirements for direct deposits, authentication issues, and securing appropriate ownership of their accounts.

·  Client-facing individual support, team environment.

·  This position will work a Monday – Friday shift, from 9:00 AM – 06:00 PM EST.

 

What You’ll Do Daily

·  Contact Providers by phone to collect information needed to verify or update their accounts, including administrator changes, enrollment requests, registration assistance, security questions, and password reset changes, while adhering to established security standards.

·  Respond to basic questions, by phone or secure mail messages, about specific Zelis products and services.

·  Understand the scope of the services Zelis provides its clients and the threat landscape that may disrupt these services

·  Flag accounts needing additional information or further review, including suspicious interactions requiring Fraud review

·  Help to continually define user access policy, standards, roles and procedures for security, efficiency, and scalability, identify and manage risk, payment and operational in nature, across all components of the customer lifecycle through data gathering and analytics

·  Troubleshoot and resolve customer issues in a professional and timely manner.

·  Provides exceptional customer service, while remaining calm and professional in interactions.

·  Adhere to Zelis Payments standards and policies to ensure client privacy.

·  Additional primary duties will be assigned as required.

  

What You’ll Bring to Zelis

·  Excellent customer service and soft skills.

·  Strong communication skills, both written and verbal.

·  Attention to detail and good analytical skills.

·  Ability to navigate multiple servicing systems for account reviews and client support

·  Ability to prioritize tasks to meet deadlines

·  Highly analytical and comfortable working within defined Service Level Agreements

·  Ability to understand and communicate new processes, ability to adapt to change and respond effectively in a fast paced and deadline focused environment

·  Computer proficiency and technical aptitude.

·  Ability to utilize MS Office Suite products; specifically, Word, Excel and Outlook.

·  Ability to sit for extended periods of time.

·  Ability to lift and move approximately thirty (30) pounds on a non-routine basis.

·  Associate degree/two years of college, or equivalent work experience, preferred.

·  Thorough knowledge of company and departmental policies and procedures of Zelis optional.

 

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.

Experience Level

Senior Level