Client Success Advocate at TouchCare

<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>About TouchCare</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">TouchCare is a healthcare concierge service dedicated to simplifying the complexities of health insurance and the healthcare system. By assigning each member a personal assistant, TouchCare helps resolve billing issues, coordinate with providers, and save individuals time and money. Committed to providing a healthier understanding of healthcare, TouchCare makes navigating healthcare more convenient and stress-free for its users.</span></p> <p>&nbsp;</p> <h1 data-section-id="akcum0" data-start="0" data-end="32">Client Success Advocate</h1> <p data-start="33" data-end="46"><strong data-start="33" data-end="46">TouchCare</strong></p> <h2 data-section-id="115i9ww" data-start="48" data-end="67">Position Summary</h2> <p data-start="69" data-end="490">The Client Success Associate (CSA) plays a critical role in supporting TouchCare's employer clients and ensuring a seamless client experience throughout the customer lifecycle. This individual serves as a key operational partner to the Client Success team, helping coordinate client deliverables, manage reporting and administrative activities, support renewals and implementations, and drive overall client satisfaction.</p> <p data-start="492" data-end="652">The ideal candidate is highly organized, detail-oriented, proactive, and passionate about delivering exceptional service in a fast-paced healthcare environment.</p> <hr data-start="654" data-end="657"> <h2 data-section-id="18w7bso" data-start="659" data-end="682">Key Responsibilities</h2> <h3 data-section-id="12nb6xt" data-start="684" data-end="728">Client Support &amp; Relationship Management</h3> <ul data-start="729" data-end="1143"> <li data-section-id="c4xctk" data-start="729" data-end="827">Support Client Success Managers in managing a portfolio of employer clients and broker partners.</li> <li data-section-id="y7jufj" data-start="828" data-end="926">Serve as a day-to-day point of contact for client requests, questions, and administrative needs.</li> <li data-section-id="cc3q11" data-start="927" data-end="997">Coordinate client communications, follow-ups, and meeting logistics.</li> <li data-section-id="1knx1en" data-start="998" data-end="1089">Ensure timely resolution of client inquiries by collaborating with internal stakeholders.</li> <li data-section-id="1kr4853" data-start="1090" data-end="1143">Maintain accurate client records and documentation.</li> </ul> <h3 data-section-id="vudh9t" data-start="1145" data-end="1183">Client Operations &amp; Administration</h3> <ul data-start="1184" data-end="1560"> <li data-section-id="153invy" data-start="1184" data-end="1275">Prepare client reports, presentations, meeting materials, and quarterly business reviews.</li> <li data-section-id="n2e2bm" data-start="1276" data-end="1341">Track client deliverables, action items, and project timelines.</li> <li data-section-id="gn7027" data-start="1342" data-end="1413">Assist with implementation and onboarding activities for new clients.</li> <li data-section-id="11kp1bs" data-start="1414" data-end="1503">Monitor client engagement metrics and identify opportunities for increased utilization.</li> <li data-section-id="1pq4685" data-start="1504" data-end="1560">Support renewal processes and contract administration.</li> </ul> <h3 data-section-id="1ehaf9x" data-start="1562" data-end="1596">Cross-Functional Collaboration</h3> <ul data-start="1597" data-end="1923"> <li data-section-id="1hklh6t" data-start="1597" data-end="1701">Partner closely with Client Success, Member Services, Sales, Product, Operations, and Marketing teams.</li> <li data-section-id="572wns" data-start="1702" data-end="1771">Coordinate internal resources to ensure client commitments are met.</li> <li data-section-id="1eilttm" data-start="1772" data-end="1846">Escalate client concerns appropriately and follow through to resolution.</li> <li data-section-id="p1pkn" data-start="1847" data-end="1923">Assist in gathering client feedback and communicating insights internally.</li> </ul> <h3 data-section-id="1yl6owu" data-start="1925" data-end="1945">Data &amp; Reporting</h3> <ul data-start="1946" data-end="2218"> <li data-section-id="i63at1" data-start="1946" data-end="2001">Maintain client data within CRM and internal systems.</li> <li data-section-id="pmsdbx" data-start="2002" data-end="2081">Analyze utilization and engagement data to support client success strategies.</li> <li data-section-id="dcehcr" data-start="2082" data-end="2163">Generate routine reports and dashboards for internal and external stakeholders.</li> <li data-section-id="mlgk7l" data-start="2164" data-end="2218">Ensure accuracy and integrity of client information.</li> </ul> <h3 data-section-id="1hqbgzn" data-start="2220" data-end="2246">Continuous Improvement</h3> <ul data-start="2247" data-end="2484"> <li data-section-id="e20da" data-start="2247" data-end="2328">Identify opportunities to improve processes, workflows, and client experiences.</li> <li data-section-id="v2pdpn" data-start="2329" data-end="2399">Assist in documenting and maintaining standard operating procedures.</li> <li data-section-id="u8ubjg" data-start="2400" data-end="2484">Contribute to initiatives that support client retention, satisfaction, and growth.</li> </ul> <hr data-start="2486" data-end="2489"> <h2 data-section-id="1fm6vrb" data-start="2491" data-end="2508">Qualifications</h2> <h3 data-section-id="13hghqn" data-start="2510" data-end="2522">Required</h3> <ul data-start="2523" data-end="3006"> <li data-section-id="1u6300l" data-start="2523" data-end="2568">Bachelor's degree or equivalent experience.</li> <li data-section-id="10p02po" data-start="2569" data-end="2716">1–3 years of experience in Client Success, Account Management, Customer Success, Healthcare Operations, Project Coordination, or a related field.</li> <li data-section-id="g4uu0c" data-start="2717" data-end="2771">Strong organizational and project management skills.</li> <li data-section-id="8kkx42" data-start="2772" data-end="2824">Excellent written and verbal communication skills.</li> <li data-section-id="1pdyuie" data-start="2825" data-end="2902">Proficiency with Microsoft Office Suite, particularly Excel and PowerPoint.</li> <li data-section-id="1y1ge6v" data-start="2903" data-end="2971">Ability to manage multiple priorities in a fast-paced environment.</li> <li data-section-id="1nzw38g" data-start="2972" data-end="3006">Exceptional attention to detail.</li> </ul> <h3 data-section-id="sg3hsz" data-start="3008" data-end="3021">Preferred</h3> <ul data-start="3022" data-end="3303"> <li data-section-id="1uutfu6" data-start="3022" data-end="3119">Experience in healthcare, employee benefits, navigation, advocacy, or health-tech environments.</li> <li data-section-id="1nckthc" data-start="3120" data-end="3181">Experience working with CRM systems (Salesforce preferred).</li> <li data-section-id="1towbe3" data-start="3182" data-end="3236">Familiarity with client reporting and data analysis.</li> <li data-section-id="1dwooqf" data-start="3237" data-end="3303">Experience supporting employer clients and broker relationships.</li> </ul> <hr data-start="3305" data-end="3308"> <h2 data-section-id="2evyr1" data-start="3310" data-end="3329">Success Measures</h2> <ul data-start="3330" data-end="3588"> <li data-section-id="1uj6rtz" data-start="3330" data-end="3371">Client satisfaction and responsiveness.</li> <li data-section-id="p4yj8n" data-start="3372" data-end="3421">Accuracy and timeliness of client deliverables.</li> <li data-section-id="fybt2o" data-start="3422" data-end="3479">Effective support of onboarding and renewal activities.</li> <li data-section-id="ofertd" data-start="3480" data-end="3531">Strong internal collaboration and follow-through.</li> <li data-section-id="1w90frq" data-start="3532" data-end="3588">Contribution to client retention and engagement goals.</li> </ul> <hr data-start="3590" data-end="3593"> <h2 data-section-id="ypanxl" data-start="3595" data-end="3615">Core Competencies</h2> <ul data-start="3616" data-end="3792"> <li data-section-id="i5sfzo" data-start="3616" data-end="3640">Client-centric mindset</li> <li data-section-id="1y1eq62" data-start="3641" data-end="3664">Relationship building</li> <li data-section-id="qc877u" data-start="3665" data-end="3687">Communication skills</li> <li data-section-id="1436a04" data-start="3688" data-end="3726">Organization and attention to detail</li> <li data-section-id="11mjt2d" data-start="3727" data-end="3744">Problem solving</li> <li data-section-id="tujhn" data-start="3745" data-end="3761">Accountability</li> <li data-section-id="1hr6uw7" data-start="3762" data-end="3777">Collaboration</li> <li data-section-id="1impive" data-start="3778" data-end="3792">Adaptability</li> </ul> <p data-start="3794" data-end="3955"><strong data-start="3794" data-end="3807">Location:</strong> Stamford, CT OR Shrewsbury, NJ<br data-start="3851" data-end="3854"><strong data-start="3854" data-end="3869">Reports To:</strong> CCO or Client Success Manager<br data-start="3922" data-end="3925"><strong data-start="3925" data-end="3940">Department:</strong> Client Success</p> <p>&nbsp;</p>