Client Service Manager

Overview Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. This role focuses on implementing and maintaining strong client relationships with assigned high-level clients, ensuring internal resources are available to accommodate client installations, changes, and reporting requests while adhering to corporate and departmental policies and procedures. Responsibilities Serve as the primary contact and liaison for the sales team and assigned high-level clients to ensure smooth processing of client data uploads and installation into the core operations system. Perform information gathering and interpretation of data concerning client specifications about products, structure, billing, and eligibility. Review and interpret healthcare benefits documents including Summaries of Benefits & Coverage (SBCs), Summary Plan Descriptions (SPDs), and Formularies. Act as a project facilitator between sales and the operations team and create and distribute implementation plans to ensure timely delivery of assigned client installation services. Assist newly assigned high-level clients with installation questions and ongoing operational support needs. Provide support to assigned high-level accounts by responding to inquiries, resolving issues, tracking resolutions, and coordinating with other internal departments as necessary in a timely manner. Escalate issues to internal teams as necessary to ensure problems and concerns are addressed promptly and coordinate efforts across teams. Conduct proactive business reviews through data analysis and interpretation, making recommendations to clients based on findings. Identify and pursue opportunities for up-sell with clients as applicable. Ensure complete and accurate documentation of every client interaction to track services and provide internal teams with source information on client activities. Respond to client requests through multiple channels (phone, email, chat, etc.). Attend client events to maintain personalized touchpoints and present Health Advocate sales materials to clients and target audiences, ensuring accurate representation of products and services. Prepare basic operations reports and aggregate operational survey results for clients as assigned. Assist team members with client services processes and workflow as required. Client Consultation Regularly analyze program performance in conjunction with client goals to provide consultative advice regarding Health Advocate services. Analyze programs and recommend features to meet client objectives; develop sales project plans that may include recommendations, costs, and implementation timelines. Communicate limitations and capabilities, including understanding of backend and online functions, as they apply to the program. Act as liaison between internal and external technical departments, clients, and client representatives as necessary. Provide ongoing updates on timeframes, monitor deliverables, and ensure all client deliverables are received on time and in proper order. Investigate problems, research alternatives, determine best actions, and guide the team through implementation during the client lifecycle. Investigate and resolve delivery/performance issues and advise management as to revenue risk. Client Relationships Establish and maintain professional relationships with clients, continuously aiming to improve the business relationship and overall service quality. Offer consultative advice to management on how programs may be enhanced to meet client needs, increase revenue, and exceed expectations. Perform quality reviews of services provided and analyze trends and customer complaints to evaluate workflow efficiency and procedures. Problem Resolution Proactively oversee quality resolution of problems within area of responsibility and respond with urgency to escalated issues. Escalate situations outside control to a supervisor and prioritize high-quality service to meet customer needs. Ensure thorough and accurate documentation of issues and provide feedback to management to reduce recurrence. Participate in creating, administering, and updating procedures for issue resolution. Staff and Team Interface Provide support to co-workers, answer questions, and guide best practices; train and mentor as needed. Maintain up-to-date knowledge of workflow and department procedures to answer questions and provide task direction. Assist with problem resolution and ensure timely, professional service. Requirements Education: High School Diploma or GED required; Associate’s degree in a related field preferred (business administration, liberal arts, public health, healthcare management). Experience: Minimum 5 years in customer-facing, client service, sales, operations, benefit administration, project management, or account management; healthcare or call center experience preferred. Minimum 1 year of experience with a client relationship management tool (e.g., Salesforce) and with database systems; experience with health insurance plans (medical, dental, vision, group, private, Medicare) is desirable. Other: Proficiency in Microsoft Word, Excel, and Outlook; bilingual abilities may be required depending on the program; travel up to 25% may be required. Additional Information Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. This description reflects essential duties and responsibilities and is not all-inclusive. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. For accommodations, contact the local Employee Relations representative. #J-18808-Ljbffr