Senior Manager, Client Management Operations

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

📋 Description

• Oversee management for budgeting, staffing, resource planning, and change management.

• Provide strategic guidance and management of systems and services to fulfill business requirements.

• Assist in the planning and management activities for Client Management services.

• Lead the planning, support, and implementation of workflow processes and systems.

• Assess technical systems, system requirements, and limitations for enterprise opportunities.

• Address evolving business needs through technical and business process solutions.

• Build and sustain strategic partnerships with leadership, business partners, and key executives.

• Identify, consolidate, and prioritize training requirements and coordinate training programs.

• Develop and uphold enterprise-wide service level agreements and monitoring methods.

• Analyze and report on achievements and the causes of deviations from expectations.

• Manage internal resources and expectations concerning automated solutions and business agreements.

• Contribute to the strategic and tactical goals, initiatives, and objectives for the division.

• Reduce administrative expenses and achieve savings through collaboration.

• Identify, analyze, and diagnose issues leading to service degradation.

• Coordinate special requests, workflow issues, production issues, and escalated customer inquiries.

• Monitor customer trends and address emerging service-impacting problems.

• Recommend and implement procedural and system changes to ensure quality service delivery.

• Identify process enhancements that decrease administrative costs without compromising service quality.

• Establish productive relationships with direct reports and promote employee satisfaction.

• Monitor the performance of direct reports and provide feedback, coaching, counseling, and corrective action plans.

• Collaborate on individual development plans for all staff members.

• Work with the training department to ensure proper staff training.

⛳️ Requirements

• Bachelor’s degree in a related field or equivalent experience.

• A minimum of 1 additional year of experience in the relevant functional area.

• At least 3 years of management experience, including responsibilities for hiring, training, assigning work, and overseeing the performance of direct reports.

• Previous experience in a high-paced production environment.

• Proven ability to provide services and support for complex systems or issues.

• Excellent interpersonal skills to facilitate, educate, and cultivate strong business partner relationships.

• Strong skills in team building and collaboration.

• Exceptional organizational and project management capabilities.

• Proficient in spreadsheet and word processing applications; adept at working with various system applications.

• Ability to analyze work processes and make recommendations to enhance departmental efficiency.

• Strong problem-solving and analytical abilities.

• Outstanding verbal and written communication skills, including the capacity to present technical information in an accessible format.

• Experience with Encounter and Compliance and managing a technical team (preferred).

• Experience supervising teams responsible for Electronic Data Interchange (EDI) file transmission operations and support infrastructure (preferred).

• Experience in processing and managing EDI ANSI X12 837 Benefit Enrollment and Maintenance transaction sets for healthcare membership data exchanges (preferred).

• In-depth knowledge of Medicare and Medicaid program requirements and product specifications for government healthcare programs (preferred).

• Employees will have access to sensitive personal information and must adhere to Information Security and Privacy Policies.

• Pre-employment substance abuse testing is mandatory.

🏝️ Benefits

• Eligible bonuses and commissions may be included as part of the compensation package.

• VSP Vision benefits (specific benefits not detailed in the posting).