Job Details

Client Care Specialist

Department: Employee Benefits
Location: Remote
FLSA Status: Non-Exempt

Grow With Us

At RCM&D, our employees are also owners, invested in our work, our clients, and our communities. We're looking for a Client Care Specialist who values collaboration, takes pride in their contributions, and wants to grow with a firm where shared success truly matters.

Our Just Cause

Together, we're creating a future where success is shared andcommunities thrive.

1. Our solutions and expertise empower our clients to realize opportunities, generate wealth and improve wellbeing.
2. Our shared ownership model aims to create prosperity for all colleagues that share our values and embrace our cause.
3. Our generosity with both our time and money moves our communities forward.

Who We Are

RCM&D, a Unison Risk Advisors company and 2025 Awarded Best Places to Work is ranked among the top independent insurance advisory firms in the United States. Founded in 1885, we leverage our 140+ years of experience and strong local, national and global reach to meet clients' business objectives.

We are relationship-driven, growth-minded, and deeply committed to doing the right thing for our clients, colleagues, and communities.

The Role

The role of the Client Care Specialist (CCS) is to address all employer health benefit issues as brought up by employee Benefits (EB) clients, including resolving enrollment and termination issues, claims and appeals, acting as liaison with our insurance advocacy partners at Alight (Health Pros), insurance carriers and third party administrators, works with insurance carriers and TPA's to resolve billing inquiries, reading and interpreting insurance contract language and regulations. CCS regularly practices discretionary decision making on a daily basis.

What You'll Do

• Works directly with clients to answer questions and resolve their issues, and loads activities into CRM Database (Epic)
• Resolves enrollment and termination issues.
• Answers questions relating to legislation and benefit laws regarding HIPAA, COBRA, and FMLA.
• Updates internal systems such as Epic upon group renewal
• Introduces their role to all new key contacts to build solid relationships and meets existing contacts as needed to further enhance relationship.
• Maintains a full book of business while continuing to provide A+ service.
• Utilizes MS Outlook, Excel, Word and other Microsoft Applications
• Follows EBS internal color-coded outlook organization standard operating procedures.
• Follows internal call back standard operating procedures and email response time
• Additional job duties as assigned.

What You Bring

Required Qualifications

• Insurance experience preferred; at least 3 years of work experience (claims resolution, benefits administration, health insurance customer service, etc.).
• College degree preferred
• Knowledge of Microsoft Office with an emphasis on Outlook and Excel
• Valid Driver's License.
• There are no physical requirements for the position.
• Self-starter and quick learner
• Excellent problem-solving skills. Persistent to achieve the end result-resolution.
• Strong organizational skills, including daily prioritizing and logical thinking.
• Service-oriented; kind, compassionate, and willing to work hard on another person's behalf.
• Good communication skills, written, verbally and over the phone. Clarity and accuracy are key attributes.
• Excellent phone skills, responsiveness, empathetic, and honesty with the information to be shared.
• Strong working knowledge of computers (MS Word, MS Outlook preferred; Internet, MS Excel and database experience are also beneficial) and able to learn new systems and programs, such as Sales Force.
• Able to manage multiple projects simultaneously and successfully.
• Able to work with others in teams; able to work with those who perform similar jobs as well as complimentary roles. Promotes cooperation and share successes throughout the company.
• Shares ideas for improvement which are oriented around solutions and blameless problem solving.

Preferred Qualifications

• Pass the Maryland State Life & Health exam within the first 90 days of employment.
• Fulfill Maryland State Continuing Education (CE) requirements annually.
• Participate in internal training sessions and other professional development opportunities as needed.

How You Show Up (Our Core Values in Action)

Successful team members at RCM&D are:

• Reliable & Dependable - We build trust through reliability and consistency in everything we do
• Inspiring, Passionate & Positive - We are passionate about our work and inspire others through out dedication, positive attitudes and enthusiasm
• Driven by Integrity & Trust - We do what's right, even when it's hard or when no one is watching
• Selfless Team Players - We succeed together as a team by putting the needs of our clients and colleagues above our own
• Entrepreneurial & Solutions-Oriented - We challenge the status quo and don't accept "no" as final

What We Offer

• Comprehensive benefits package
• Employee ownership through a 401(k) employer match and discretionary profit-sharing contributions
• Professional development and career growth opportunities
• Flexible work arrangements (remote and hybrid options) with a flexible paid time off approach

Equal Opportunity Employer

RCM&D, a Unison Risk Advisors company and founding member of Assurex Global, is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.