Senior Client Operations Specialist

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VSP Vision Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1955

🏥 Healthcare

📣 Marketing

🍽️ Food & Beverage

Healthcare • Marketing • Food & Beverage

VSP Vision Care is a leading eye care company that focuses on providing access to quality eye care and eyewear solutions. With a comprehensive portfolio of services, VSP Vision Care supports both individuals seeking eye health services and providers managing their practices. The company is committed to social responsibility, emphasizing health equity, sustainability, and a culture of belonging. Through initiatives such as Follow Your Heart, VSP Vision Care helps people maximize the value of their offerings, starting with eyewear. Recognized for its customer service excellence and commitment to diversity and inclusion, VSP Vision Care strives to empower human potential through sight. It has also been acknowledged as a top workplace in healthcare and is committed to supporting veterans and the military-connected community.

📋 Description

• Provide service to large, strategic clients and their brokers • Support client servicing and operations-related activities, including implementations, renewals, contracts, maintenance, analysis, and problem resolution • Implement new and renewing individually rated clients from start to finish • Determine group structures, enter data into systems, install rates and complex products, and issue welcome notifications and documents • Participate in online and/or onsite installation meetings to analyze customer requirements and system capabilities • Provide recommendations for group structure, membership, and billing for complex requirements • Review group structure, eligibility, and rates for accurate billing, reporting, and member benefit availability • Research, resolve, and respond to client, broker, and business partner inquiries • Escalate high-profile client situations and help drive solutions • Participate in client meetings and coordinate with internal business partners on complex requirements • Document and communicate client requirements • Identify and track issue trends, escalate larger issues, and work with leadership on solutions • Identify revenue growth opportunities and forward leads to sales partners • Identify at-risk clients and brokers and notify sales partners to support retention • Execute and oversee client contract activities to meet legal and regulatory requirements • Manage contract document production, including policies, amendments, and 5500 forms • Edit specifications and quality-review documents for accuracy • Comply with data integrity and security policies • Onboard and mentor new teammates and flex to support business needs

🎯 Requirements

• Two to four years of Customer Service or Account Service experience, or equivalent experience demonstrating relationship-building and issue-resolution ability • Preferred one year of Client Operations Specialist experience or related experience • Excellent communication and interpersonal skills • Critical thinking and analytical skills with a solution-oriented approach • Detail-oriented and accurate • Strong organization and time management skills • Proven problem-solving, negotiation, and decision-making skills • Ability to work comfortably with ambiguity and change • Proficiency in Microsoft Office applications • Must be available to work within the full range of division hours of operation • For remote roles, must demonstrate high engagement in virtual environments, including maintaining camera presence during meetings • Must comply with data integrity, information security, and privacy policies • Must be able to handle sensitive personal information

🏖️ Benefits

• Eligible bonuses and commissions may be included in the compensation package • VSP Vision benefits • Distributed workforce / work from home arrangement • Equal opportunity employment • Drug-free workplace • Pre-employment substance abuse testing