Title: Client Service Manager (Company Confidential)
Division: Account Management
Reports To: COO
Summary of Position:
Provides first class service standard for all clients and participation retirees, resulting in an
exceptional service experience. Works directly with client staff to ensure the product quality
delivered to customers and manages the day-to-day responsibilities with their team.
Duties & Responsibilities:
1.Provide daily client point of contact
• Single point of contact for client
• Provide information on eligibility, billing, member and client services
• Perform critical information gathering and interpretation of data concerning
client specifications about products, structure, billing, and eligibility
• Design, prepare and coordinate member communications on behalf of client
• Develop creative solutions to client issues
• Lead client events (at site or virtual) to ensure personalized touch point opportunities
• Provide pertinent reporting to clients
• Travel (less than 10%)
2. Supports the Advocacy Team
• Assist team with questions specific to their assigned groups
• Oversees age-ins/dis-enrollments
• Disseminate information to team, proved cross team training for changes in
new groups
• Perform other duties and special projects as assigned
• Handle escalated calls from members and clients
Licensing & Qualifications
• Proficient in Word, Excel and other Microsoft applications
• Strong written and oral English communication
• Self-aware and professional
• High School diploma or equivalent
• 4+ years’ experience in roles which are customer facing, client service, sales, operation, benefit administration, project management, or account management experience.
• 2-year experience, specifically focused in healthcare, health insurance, provider billing, client benefit or medical call center-based environment.
Preferred Qualifications
• Proficient in Salesforce
• ADIP Training and Certificate
• 2+ years customer facing, client service, sales, operation, benefit administration, project management, or account management experience in a healthcare or call center-based environment required.
