Client Liaison; Columbus, OH

Client Liaison (Columbus, OH)

The Client Liaison serves as the dedicated point of contact for Business Agents, Trustees, and Plan Manager, providing a streamlined, responsive, and high-touch service experience. This role provides personalized and proactive support, manages escalated client and member issues, coordinates with internal departments to facilitate timely resolutions, and ensures clear and consistent communication across all stakeholders. The Client Liaison plays a key role in strengthening client relationships, improving the overall member and client experience, and ensuring continuity and follow-through on client needs.

• Act as the primary contact for Business Agents and Trustees on escalated member issues.
• Manage and resolve complex issues in collaboration with the Service Team, Director of Client Solutions, Plan Manager, and other internal teams.
• Coordinate with Director of Client Solutions to address system issues and implement plan changes.
• Maintain open and consistent communication between all stakeholders.
• Ensure smooth execution of updates, rollouts, and enhancements, keeping all Bene Sys departments informed of important plan changes and procedural updates.
• Establish and manage a dedicated Trustee/Business Agent hotline for related inquiries.
• Provide timely updates on progress, changes, and escalations to clients.
• Handle all mail, checks, and invoices that come into the office with care, ensuring they are promptly and accurately routed to the appropriate department for processing.
• Provide basic support and assistance to members as needed, addressing inquiries when appropriate and ensuring members are promptly directed to the appropriate department or resource for further assistance
• Attend client and member meetings and events as needed to provide support, answer benefit-related questions, and assist with issues or concerns.

• Bilingual in English and Spanish (Spanish-speaking required).
• Strong communication and interpersonal skills with the ability to build trust and maintain professional relationships.
• Proven ability to manage and resolve complex issues effectively and efficiently.
• Excellent organizational skills and attention to detail.
• Ability to work collaboratively across multiple teams and departments.
• Proficiency in problem-solving and conflict resolution.
• Expert in healthcare terminology and insurance policies
• A passion for advocating for others and making a difference.
• Ability to handle sensitive and confidential information with discretion and professionalism.
• Ability to prioritize multiple requests, manage competing deadlines, and follow through to resolution.
• Strong customer service skills with the ability to interact professionally with members, Business Agents, Trustees, and internal teams.
• Demonstrated ability to take ownership of issues, follow through on commitments, and keep stakeholders informed.
• Proficiency with Microsoft Office and the ability to learn and navigate multiple systems and software platforms.

• Experience in client services, account management, client liaison or customer service roles within healthcare, benefits administration, insurance, or related industries.
• Familiarity with union environments, collective bargaining agreements, and benefit plan structures.
• Technical aptitude and ability to understand system processes, identify issues, and coordinate system updates and plan changes.
• Experience working across multiple departments and coordinating solutions to complex client or member issues.
• Experience handling confidential and sensitive information with discretion and professionalism
• Strong understanding of healthcare benefits, eligibility, claims, and/or insurance processes is preferred.
• Regular and predictable attendance is an essential function of this job.

The Client Liaison serves as a key point of contact for Trustees and Business Agents, simplifying communication, reducing resolution times, and ensuring clarity and continuity across client interactions. This position plays a critical role in delivering a high-quality client experience, strengthening client…