Client Service Manager

📋 Description

• • As a Client Service Manager at Health Advocate, you will be the cornerstone of our client relationships, serving as the primary point of contact for high-level clients and ensuring their seamless integration and ongoing satisfaction with our comprehensive health advocacy and navigation services.
• • This pivotal role demands a proactive and strategic approach to client management, focusing on implementation, communication, and the cultivation of strong, enduring partnerships.
• • You will be instrumental in ensuring that internal resources are effectively allocated to meet client installation timelines, adapt to evolving needs, and fulfill reporting requirements, all while strictly adhering to corporate and departmental policies and procedures.
• • A key responsibility involves acting as the crucial liaison between our sales team and assigned high-level clients, meticulously overseeing the processing of client data uploads and their successful installation into our core operations system.
• • You will be tasked with gathering and interpreting critical information pertaining to client specifications, including their organizational structure, billing intricacies, and eligibility criteria, ensuring a deep understanding of their unique operational landscape.
• • A significant aspect of this role includes the thorough review and interpretation of complex healthcare benefits documents, such as Summaries of Benefits & Coverage (SBCs), Summary Plan Descriptions (SPDs), and Formularies, to provide accurate guidance and support.
• • You will function as a project facilitator, bridging the gap between sales and operations, and will be responsible for developing and distributing detailed implementation plans to guarantee the timely delivery of client installation services.
• • Providing dedicated support to newly assigned high-level clients is paramount, addressing their installation queries and ongoing operational support needs with efficiency and expertise.
• • You will actively manage and respond to inquiries and resolve issues of concern for your assigned high-level accounts, meticulously tracking resolutions and coordinating with other internal departments to ensure timely and satisfactory outcomes.
• • A critical function involves escalating issues to internal teams when necessary, ensuring that all client problems and concerns are addressed promptly and effectively, and then coordinating the efforts of these teams while relaying clear, concise information back to the client.
• • You will conduct proactive business reviews, leveraging data analysis and interpretation to provide insightful recommendations to clients, thereby enhancing their utilization and benefit from Health Advocate's services.
• • Identifying and executing opportunities for up-selling relevant services to existing clients will be a key performance indicator, contributing to both client success and company growth.
• • Maintaining complete and accurate documentation of every client interaction is essential for tracking services provided and serving as a comprehensive resource for internal teams regarding client activities and history.
• • Responding to client requests across various channels, including phone, email, and chat, with professionalism and a commitment to exceptional service is expected.
• • Attending client events will provide opportunities for personalized engagement and strengthening client relationships.
• • You will be responsible for presenting Health Advocate's sales materials to clients and target audiences, ensuring an accurate and compelling representation of our product and service offerings.
• • Preparing basic operational reports and aggregating operational survey results for clients will be part of your analytical duties.
• • Assisting team members with client services processes and workflows as required, fostering a collaborative and supportive team environment.
• • Regularly analyzing program performance in conjunction with client goals to offer consultative advice on Health Advocate services, ensuring alignment with client objectives.
• • Recommending program features that will best ensure client objectives are met, based on thorough analysis.
• • Developing sales project plans, which may include documenting recommendations with features, costs, and implementation timeframes.
• • Communicating the limitations and capabilities of our services, including a deep understanding of backend and online functions and their application to client programs.
• • Acting as a liaison between internal and external technical departments, clients, and assigned client representatives as necessary.
• • Continuously updating clients on timeframes, monitoring, and ensuring all client deliverables are received on time and in proper order.
• • Investigating and resolving delivery/performance issues, and advising management on potential revenue risks.
• • Establishing and maintaining excellent working relationships with clients, continuously striving to improve the business relationship and the overall level of service provided.
• • Proactively offering consultative advice to management, detailing how programs may be enhanced to better serve client needs.
• • Ensuring the unique needs of each client are thoroughly understood and identifying improvements needed to enhance business relationships, increase revenue, and exceed client expectations.
• • Performing quality reviews of services provided to ensure adherence to high standards.
• • Reviewing trends and customer complaints to evaluate the efficiency of workflows and current methods and procedures, identifying areas for improvement.
• • Identifying trends that indicate the need to revise existing methods and procedures to optimize service delivery.
• • Proactively overseeing activities involved in the quality resolution of problems within your area of responsibility.
• • Responding with a sense of urgency to problems escalated to your level, ensuring swift and effective resolution.
• • Escalating to your supervisor any situation outside your control that could adversely impact the services being provided.
• • Placing the highest priority on providing quality service by ensuring the unique needs of internal and external customers are met.
• • Ensuring quality resolution and thorough, accurate documentation of all issues.
• • Providing analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements to reduce future occurrences.
• • Participating in the creation, administration, and continuous updating of procedures for the resolution of all related issues.
• • Providing assistance to assigned co-workers, ensuring adherence to departmental policies and procedures.
• • Supporting colleagues by answering questions and ensuring functions are efficiently performed in a quality-oriented manner.
• • Offering guidance and mentorship to co-workers on best approaches, practices, and lessons learned.
• • Staying up-to-date on current workflows and department procedures to effectively answer questions, provide work direction, or complete tasks.
• • Training and mentoring assigned co-workers as necessary.
• • Assisting staff in striving to ensure the highest level of quality and responsive service possible is provided.
• • May be required to support supervisors in responding to inquiries and conducting research and analysis.
• • Establishing and maintaining professional relationships with internal and external customers, team members, and department contacts.
• • Cooperating with team members to meet goals or complete tasks, fostering a collaborative spirit.
• • Providing quality customer service that exceeds expectations and improves the overall level of service being provided.
• • Treating all internal/external customers, team members, and department contacts with dignity and respect.
• • Escalating to your supervisor any situation outside your control that could adversely impact the services being provided.
• • This role is primarily sedentary, performed in an indoor office environment, requiring continuous use of computers, telephones, and printers.
• • Essential physical functions include continuous fingering, grasping, pulling hand over hand, and repetitive motions for computer use.
• • Essential mental functions include continuous concentration, reading information, and verbal/written communication.
• • You will be expected to perform other duties as assigned, and reasonable accommodations may be made for individuals with disabilities.