Client Experience Liaison | Customer Service Specialist | Document Aud

Non Profit | Education

*Supervised onboarding, credentialing, and compliance procedures for all clients.
*Served as the single point of contact for all client questions, issues, concerns, and system support.
*Updated multiple databases with documentation notes, as well as uploaded required documents and records, ensuring all auditing and quality standards were met.
*Audited all client files, ensuring adherence to regulatory compliance and quality assurance standards.
*Achieved consistent audit scores of 98-100% monthly.
*Effectively acted as a liaison with cross-functional collaboration between sales divisions, clients, and third-party vendors.
*Partnered with a high-level executive team member as part of an esteemed mentorship program I was chosen to take part in.
*Participated in various company initiatives to drive connectivity, culture, and team building in a remote
setting.

*Validated clients’ licenses and board certifications for all 50 states for the nursing divisions.
*Provided full administrative support for sales and recruitment teams.
*Maintained accurate records in all CRM databases according to policies and procedures.
*Ensured all onboarding paperwork and forms were completed, signed, and returned within the correct timeframes.
*Regularly analyzed disciplinary checks for potential issues or hits to be reported to our clinical team.
*Prepared and submitted all documentation to third-party vendor portals, clinical committees, and governing entities in a timely manner.
*Monitored the expiring queue, ensuring no documentation was set to expire during assigned contracts.
*Managed multiple HR-related tasks including: W4 forms, Travel Reimbursement forms, Form I9, and address/account changes.
*Processing of timesheets for payroll submission.
*Supported marketing and sales teams to drive social media campaigns to enhance revenue and promote brand awareness, and recruitment efficiency.

*Performed QA audits by analyzing operational reports, ensuring compliance with internal processes, procedures, and quality standards.
*Triaged and handled customer service requests via phone, email, and chat, exceeding service level agreements and maintaining over a 98 % customer satisfaction rate.
*Utilized various internal systems to collect data logistics to track trends and errors, driving workflow improvements and reducing errors.
*Investigated, resolved, and reconciled customer grievances promptly, maintaining confidentiality and data privacy.
*Composed detailed resolution letters for all grievances, increasing monthly customer satisfaction and retention rates.
*Reviewed and updated SOPs to align with quality metrics, industry trends, company policies, and federal regulations, enhancing operation’s accuracy levels.
*Led a 10-member Customer Service/Sales team, providing coaching, monitoring performance metrics and areas for process improvements, fostering open conversations, ensuring growth, high accuracy levels, and monthly team quality scores above 96%.
*Implemented initiatives to enhance productivity, workflows, and case management, increasing revenue and quality audit scores.