Senior Client Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide outstanding support and service to a portfolio of essential clients.

• Manage support and service operations across client accounts.

• Propel operational excellence, client satisfaction, strategic alignment, retention, renewals, and growth.

• Act as the primary point of accountability for clients and cultivate trusted partnerships.

• Gain an in-depth understanding of client businesses and product implementations to proactively address issues.

• Oversee the delivery of administrative services for large and intricate client accounts.

• Communicate with clients regarding issues, system functionalities, best practices, industry standards, legislative updates, and service delivery.

• Monitor and report on account work and issue status to both internal and external stakeholders.

• Record tasks and keep the internal task management tool updated.

• Facilitate issue reviews, determine solutions, resolve problems, and achieve client outcomes across internal teams.

• Apply root cause analysis tools for escalated issues and share insights with leadership and colleagues.

• Create, maintain, and communicate work orders; estimate efforts and document scope, assumptions, and fees.

• Verify monthly invoices for accuracy, ensuring fee schedules, out-of-scope items, and revenue recognition are correct.

• Collaborate with the call center to ensure tools are accurate and provide training prior to service changes.

• Assess and respond to call center escalations and individual member cases.

• Review client benefit-administration materials for relevance and quality.

• Direct internal requirements documentation and ensure benefit materials align with client specifications.

• Oversee annual enrollment processes, plan design modifications, project milestones, risk mitigation, test plans, and associated tasks.

• Manage testing workflows for clients and internal teams.

• Identify training opportunities and areas for process enhancement.

• Execute additional client support duties as assigned.

⛳️ Requirements

• A minimum of 5-10 years of experience in the healthcare sector, specifically in Benefits Administration.

• Bachelor's degree or a related field.

• Demonstrated experience in managing client relationships and delivering exceptional service.

• Strong expertise in subject matter, along with decision-making and critical thinking skills.

• Excellent organizational abilities, effective collaboration within teams, persuasive communication, and leadership skills.

• Outstanding verbal and written communication skills for both technical and business audiences.

• Proven capacity to thoroughly understand client business needs and convert them into strategic service plans.

• Strong analytical and problem-solving skills, emphasizing root cause resolution and process enhancement.

• Experience in coordinating cross-functional teams to achieve results and ensure seamless client service delivery.

• Highly responsible and proactive; initiates actions and follows through on commitments.

• Comprehensive knowledge and understanding of Health & Welfare administration principles and practices.

🏝️ Benefits

• Health, dental, and vision insurance options.

• Retirement savings plan.

• Paid time off.

• Health savings account.

• Flexible spending accounts.

• Life insurance coverage.

• Disability insurance.

• Tuition reimbursement opportunities.

• Eligibility for quarterly or annual bonuses for non-sales roles.