PLADS Client Liaison


Location: Remote - US only

Job Type: Full time


Job Summary

Serves as the primary liaison between our customers, their employees, and the Operations team regarding benefit plans administration. Provides support for the operational leadership team using appropriate technologies and processes.

Principal Duties & Responsibilities

  • Attends/participates in select customer meetings as appropriate to discuss feedback and/or needed process enhancements

  • Proactively identifies and surfaces customer and plan issues for resolution while acting as a liaison to communicate workflow results, ideas, and solutions

  • Manages escalated customer issues in conjunction with the Technical Claim Specialist

  • Proactively analyses data, identifies trends and issues; provides system recommendations and designs feedback related to plan changes and updates

  • Works with IT to define system fixes, enhancements and requirements and performs user acceptance testing

  • Identifies process improvements for Operations and leads process changes

  • Acts as main point of contact to report system bugs to IT and tracks for resolution

  • Assists customer and Account Executives (AE) in understanding the impacts of non-standard benefits and/or processes

  • Coordinates/handles ad hoc Account Executive requests allowing the AE to focus on developing strategies for new and existing program opportunities

  • Provides customer process and/or tools training as needed

  • Identifies most urgent business problems, obtains necessary information, accurately identifies root causes, and generates solutions.

  • Initiates and maintains partnerships throughout the organization. Encourages cooperation by promoting common goals and building trust. Inspires, supports, and initiates cross-functional activities

  • Participates in finalists and client site visits as needed (approximate travel 25%)

  • Performs other related duties as required

Education & Experience Required

  • Associate’s degree in health care or a related field
  • 5-7 years minimum of Industry experience
  • 2 years minimum experience working directly with customers and employees

Or an equivalent combination of education and experience


Education & Experience Preferred

  • Bachelor’s Degree in health care or a related field

Job Knowledge & Skills

  • Demonstrates strong consultative skills and the ability to influence constituents

  • Strong leadership skills

  • Strong communication skills (verbal, written, presentation)

  • Strong understanding of multiple aspects of contracts, plans and products

  • Ability to work with cross-functional business units and vendors to support the customer’s needs

  • Promotes collaboration among constituents and represents a professional image of the company

  • Strong project management skills

  • Ability to support Leave and Disability products

  • Critical thinking and decision-making skills

  • Strong knowledge of Best Practice and customer specific policies and procedures


  • Acting with Integrity
  • Communicating Effectively
  • Pursuing Self-Development
  • Serving Customers
  • Supporting Change
  • Supporting Organizational Goals
  • Working with Diverse Populations
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