ACA Client Services Specialist

The ACA Client Services Specialist position is responsible for serving as the key point of contact for assigned clients throughout the annual Affordable Care Act (ACA) reporting process. The ACA Client Services Specialist is the point person for our clients and provides overall project management, including the proactive initiation of communications and delivery of services and resources to support the annual reporting process. This position is extremely client-focused and is expected to exercise mature judgment and communication proficiency. The person is required to identify and resolve problematic issues and always seek to provide the highest level of customer service. This is a hybrid remote and in office position.  Our office is in Pikesville, Maryland. This position reports directly to the Director of Operations.

Job Overview:

Job Duties and Responsibilities:

Reasonable accommodations may be made to enable individuals with a disability to perform the essential functions.

  • Develop and maintain effective working relationships as a liaison with clients and MZQ team  members.
  • Manage and monitor client accounts to ensure that all records and information from which services are provided are received timely.
  • Collect data and analyze for accuracy, while monitoring client engagement and satisfaction.
  • Communicate effectively and efficiently with team members and clients.
  • Identify problems or issues and ensure all are responded to and resolved accordingly.
  • Ensure on-time and accurate reporting to meet contractual requirements and client expectations.
  • Maintain a current working knowledge of benefit laws and regulations, specifically ones tying to the Affordable Care Act.
  • Represents MZQ Team when interacting with broker/client.
  • Provide quality control for ACA reporting clients.
  • Other duties as assigned.

Skills and Qualifications:

  • Polished, professional, and energetic demeanor to build relationships with clients primarily through remote interactions.
  • Excellent written and verbal communication skills and etiquette, fluency in English.
  • Proficient in Microsoft Office, particularly Excel, and comfortable using Microsoft Windows PCs.
  • Ability to manage multiple client accounts, tasks, and projects simultaneously.
  • High degree of initiative, organizational, critical thinking, attention to detail and decision-making skills.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to establish and maintain effective working relationships with team members, brokers, and clients.
  • Self-motivated and ability to work comfortably as part of a team and collaborate effectively.
  • Ability to follow written and verbal instructions.
  • Ability to apply mathematical operations to required tasks.
  • College degree and/or two to four years work experience that was client-facing and required consistent customer service etiquette and skills.

Bonus Qualifications:

  • Knowledge of principles and practices of employee benefit compliance.
  • Working knowledge of federal laws and regulations and government report preparation.
  • Working knowledge of government reporting websites.

Supervisory Responsibility:
This position has no direct supervisory responsibilities.

Work Environment:
This is a hybrid remote and in office position.  Our office is in Pikesville, Maryland office and reports directly to the Director of Operations.  This job operates in a professional office environment, whether in person or remotely. This role routinely uses standard office equipment such as computers, phones, and printers.  

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Expected Hours of Work:
Monday through Friday, 40 hours a week, following an agreed-upon schedule.  Extended hours and/or weekends may apply during the busiest season of ACA reporting, which occurs in first quarter.

Minimal travel is required.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

MZQ Consulting is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.