New

Lead Client Services Specialist

Telligen
United States, D.C., Washington
Dec 12, 2025
This position is responsible for providing operational support and subject matter expertise to a team of Client Service Specialists (CSS) in support of specific state, federal, and commercial contracts. Provide escalated technical and administrative support for receiving and responding to inbound customer inquiries, conducting coordinated scheduling of assessment appointments, performing outreach to providers and members, providing program, technical, and administrative support for various contracts/customers, including support of internal applications and tools. Candidate must be located in Washington DC area and be familiar with the area for scheduling purposes. Working hours will be 8am-4:45pm Eastern. Essential Functions You will serve as the subject matter expert for assigned contracts in supporting inbound customer inquiries and scheduling State assessment referral appointments and work on expedited requests from stakeholders. You will ensure that client goals and SLAs are met daily You will provide support during peak periods and handle escalated cases and issues received from Senior Client Services Specialists. You will coordinate quality monitoring and development of Client Services Specialists, including but not limited to live-call monitoring, educational development, and presentations. You will develop standard knowledge base articles, develop training opportunities, perform quality assurance, and perform coaching and mentoring. You will assist in day-to-day operations by monitoring coverage and ensuring coordination with team members. You will assist with reports daily, monthly, and quarterly as needed. You will update metric dashboards daily, assess results, and review areas of concern with supervisors. You will act as client liaison, when applicable, attending recurring client-facing operational meetings. You will assist with staff recruitment, project work, and performs miscellaneous duties as assigned by Supervisor. Requirements High school diploma or equivalent; Minimum 3 years of experience working in a customer service or healthcare environment. Experience working in a leadership or mentoring role; demonstrated experience working with deadlines and confidential information. Excellent verbal and written communication skills and advanced PC skills. Proficiency in all Microsoft Office products, especially Outlook and calendar management. Ability to triage issues and handle multiple tasks. Previous contact center experience preferred. Health care or insurance experience preferred. Medical Terminology or experience with coding (ICD/CPT) preferred. Bilingual skills a plus. Who We Are: Telligen is one of the most respected population health management organizations in the country. We work with state and federal government programs, as well as employers and health plans offering clinical, analytical, and technical expertise. Over our 50-year history, health care has evolved - and so have we. What hasn't changed is our deep commitment to those we serve. Our success is built on our ability to adapt, respond to client needs and deliver innovative, mission-driven solutions. Our business is our people and we're seeking talented individuals who share our passion and are ready to take ownership, make an impact and helth shape the future of health. Are you Ready? We're on a mission to transform lives and economies by improving health. Ownership: As a 100% employee-owned company, our employee-owners drive our business and share in our success. Community: We show up - for our clients, our communities and each other. Being a responsible corporate partner is part of who we are. Ingenuity: We value bold ideas and calculated risks. Innovation thrives when we challenge the status quo and listen to diverse perspectives. Integrity: We foster a respectful, inclusive, and collaborative environment built on trust and excellence. Thank you for your interest in Telligen! Follow us on Twitter, Facebook, and LinkedIn to learn more about our mission-driven culture and stay up to speed. While we use artificial intelligence tools to enhance our initial screening process, all applications are thoroughly reviewed by our human recruitment team to ensure a fair and comprehensive evaluation of each candidate. Telligen and our affiliates are Equal Opportunity Employers and E-Verify Participants. Telligen will not provide sponsorship for this position. If you will require sponsorship for work authorization now or in the future, we cannot consider your application at this time. We will not accept 3rd party solicitations from outside staffing firms.