Client Services Senior Manager
6 days ago
We are seeking an experienced Client Services Senior Manager to lead strategic account management for key healthcare clients.
The ideal candidate will bring deep expertise in healthcare operations, a strong client relationship background, and the ability to drive growth and service excellence in a BPO environment.
Key Responsibilities- Serve as the primary point of contact for high-value healthcare clients, ensuring delivery of high-quality services and solutions.
- Develop and execute strategic account plans aligned with client goals and organizational objectives.
- Manage client onboarding, service delivery, escalations, and regular performance reviews.
- Partner cross-functionally with operations, quality, compliance, and technology teams to meet service-level agreements (SLAs) and key performance indicators (KPIs).
- Identify opportunities for account expansion and upsell services based on evolving client needs.
- Track and report on client satisfaction, operational performance, and contract compliance.
- Lead regular business reviews, forecasting, and strategic planning sessions with clients.
- Ensure adherence to HIPAA and healthcare compliance standards.
- Provide leadership and mentorship to client service managers and account teams.
- Bachelor's degree required or equivalent preferred.
- At least 5 years of client service/account management experience in the healthcare BPO industry.
- Strong understanding of healthcare operations including RCM, claims, utilization management, and/or contact center processes.
- Proven track record of managing accounts and achieving client satisfaction and retention.
- Exceptional communication, negotiation, and presentation skills.
- Experience with CRM systems, performance analytics, and reporting tools.
- Demonstrated leadership in managing cross-functional teams and client relationships.
- Knowledge of healthcare regulations, HIPAA, CMS guidelines, etc.
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