Client Services Manager
2 days ago
The Client Service Manager works to ensure client satisfaction and fulfill the client mission and objectives with the organization. The CS manager is the primary point of contact for a client for the development and implementation of strategies to streamline processes, support people within the organization and help optimize systems in order to meet both client objectives and HealthyBOS KPI's. The Client Service Manager is the leader responsible for managing the internal HealthyBOS and external client strategies. They also help maintain and grow existing business with current clients.
MAJOR ACCOUNTABILITIES:
CLIENT MANAGEMENT
- Serve as the lead point of contact for all client matters and internal matters specific to your accounts
- Build and maintain strong, long-lasting client relationships
- Work with operations teams to maximize production, accuracy and HBOS profits
- Develop trusted advisor relationships with key accounts & client stakeholders
- Ensure the timely and successful delivery of our solutions according to client needs and objectives
- Clearly communicate the progress of daily/weekly/monthly/quarterly initiatives to internal and external stakeholders
- Develop new business with existing clients and/or identify areas of improvement to yield additional business for HBOS while maximizing client profitability
- Manage and negotiate client needs and internal objectives within the organization to maximize success for both the client and HBOS
- Responsible for communicating client specs and updates, including training, scripting and work tools and resources to support client/program specifics
- Facilitate and lead new program start ups
- Leading clients, internal teams and partner teams to accomplish program objectives
- Connect with key stakeholders proactively and prepare reports that meet the needs of the client
- Answer client queries with urgency and identify opportunities and solutions to yield client confidence in existing work and grow new business
- Liaise with cross-functional internal teams (including Ops, Training and Product Development departments) to improve the entire client experience
- Know how to meet ambitious client goals and challenge internal teams to raise the bar with creative solutions based on analysis and root issues.
- Collaborate with our client and internal teams to achieve results while keeping our clients satisfied and engaged with HBOS services in the long run.
Skill Requirements, Knowledge & Training Necessary to Perform this Role:
EDUCATION
Bachelor's Degree or some college in related field preferred
EXPERIENCE/ SKILLS
- Must have a certification in Six Sigma Green Belt
- Medical background, training or experience preferred
- 3+ years' experience in management position preferred
- Working knowledge of how Insurance Verification and Prior Authorization Requests are processed preferred
- Call center or BPO experience preferred
- Knowledge of Windows applications, Microsoft Word and Excel, or similar software applications, proficiency preferred
- Knowledge of customer service programs and databases
COMPETENCIES
- Must demonstrate ability to meet deadlines
- Must demonstrate strong analytical thinking skills
- Should possess strong problem-solving skills and the ability to make sound judgement calls
- Superior organizational and time management skills
- Innovative, creative thinking skills to ensure the organization is providing a cutting-edge client experience
- Ability to learn new software quickly
- Ability to identify challenges, underlying issues and make recommendations for process improvement
- Proficient in critical thinking skills, and conflict resolution
Mid-Senior level
Employment typeFull-time
Job functionBusiness Development, Sales
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