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Client Services Manager

  Job Summary

The Client Service Manager is responsible for delivering excellent service and fostering the retention of Healthcare Resolution clients through timely and accurate reporting, clear and effective communication and prompt issue resolution.  The Manager works collaboratively with the operations team to manage expectations of client deliverables, communicate escalations, investigate resolution of complex issues and ensure adherence to program milestones.  Key to the success of this position is the ability to build strong relationships, communicate effectively with clients and cross functional teams, and manage complex issues.

Responsibilities and Duties

  • External Service Excellence
    • Grow and protect existing business by providing best in class service
    •  Develop a trusted advisor relationship with key accounts
    • Communicate clearly the progress of weekly/monthly and quarterly program/claimant activity
      • Ensure timely and accurate delivery of all program communications
    • Standardize e-mail, phone, portal and reporting communications to ensure uniformity of service delivery
    • Deliver, review and educate clients on program deliverables
    • Institute quality control procedures and checklists to ensure accurate communications
    • Deliver timely responses based on KPI’s for each client tier
    • Provide a clear point of contact and escalation process
    • Drive/increase utilization of GRG technology solutions
    • Manage Invoicing and A/R communication and follow-up
  • Internal Service Excellence
    • Adhere to Escalation Protocols
    • Communicate Client Expectations across all functional teams and departments
    • Maintain/Update customer contact information and communicate client changes to key stakeholders
    • Work with development teams to implement technology solutions to improve the efficiency and quality of client deliverables (reports, letters, notices, etc.)
    • Work with IT teams to report, escalate and manage Client Portal issues and resolution
    • Identify, recommend, and spearhead initiatives and strategies to ensure client satisfaction
    • Coordinate with Program Operations Manager and clients to ensure prerequisites for lien resolution are fulfilled in a timely manner 
    • Participate in the design of projects with the program management team
    • Review client survey results with internal team and create action plan to address improvement opportunities
  • Financial
    • Monitor and report client activity in comparison to budgets and agreements, including billing and other financial functions 
    • Promote services and solutions to enhance the business relationship and maximize opportunities
    • Present assigned client activities to executive level management per set expectations
  •  Management and Leadership
    • Work across teams to engage operational partners, understand problems, and drive outcomes
    • Manage the performance of team members based on work schedules and quantifiable performance metrics ​

Core Competencies

  • Leadership – Ability to lead and influence others, setting clear expectations and delivering results.
  • Customer Focus – Provide internal and external customer satisfaction.
  • Communication – Provide and receive information in a manner that engages others.
  • Accountability – Take personal accountability and ownership for actions.
  • Innovation – Create a connection to the outside world by providing solutions to on-going issues.
  • Adaptability – Manage change effectively and be flexible.
  • Teamwork & Collaboration – Relate to others in an appropriate and collaborative manner.
  • Integrity – Engender trust at all levels.

Requirements

  • Bachelor’s Degree in business, healthcare services, legal services or relevant field
  • Excellent interpersonal skills
  • Strong written, and oral communication
  • Self-starter to effectively manage reporting requirements and critical deadlines
  • Excellent attention to detail and analytical skills
  • Effective listener and problem-solver
  • Must be able to work independently and as an effective team member
  • Must be proficient in MS Office application
  • Strong internal and external client service skills
  • Critical thinking skills to advocate for and effectively understand client needs and develop solutions
  • Client or Account Relationship experience
  • Some travel required
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