Client Service Manager, West

Description

LaborFirst is the leader in Care Navigation and advocacy, dedicated to improving outcomes and satisfaction for group plan sponsors and their members. Founded in 2005, we partner with all major national health carriers to serve 450+ clients and over 375,000 Medical and Pharmacy lives across all 50 states. We deliver high-touch solutions that drive value while preserving benefits. RetireeFirst, a LaborFirst solution, provides end-to-end Retiree Benefits Management. In partnership with plan sponsors, brokers, and consultants, we design, implement, manage, and administer Medicare benefits, ensuring a seamless transition and continued support. HealthActive, our solution for self-insured health plans with actives and early retirees, combines one-on-one health advocacy with technology-driven insights to help members successfully navigate their healthcare journey.


Summary of Position:

The Client Service Manager is a post-sale, service-focused role responsible for owning client and member service issues through resolution. This position serves as the primary service contact for a small portfolio of assigned clients, managing escalated inquiries, resolving complex service issues, and ensuring a consistently high-quality experience for both clients and participating retirees.

This role is execution-oriented rather than strategic. While some reactive issue management is required, the Client Service Manager is expected to operate with a proactive mindset, identifying root causes and working to prevent recurring issues over time. Success in this role is measured by client and retiree satisfaction, reduction in repeat escalations, and the ability to independently manage service responsibilities and member education events.

Key Responsibilities
Client & Member Issue Ownership
• Serve as the primary post-sale service owner for assigned client groups
• Own client and member service issues end-to-end, from initial escalation through final resolution
• Act as a second-level escalation resource for complex member inquiries related to eligibility, billing, and Medicare plan benefits
• Maintain accountability for outcomes, coordinating with internal teams as needed while remaining the single point of responsibility

Proactive Issue Prevention
• Identify recurring issues, service gaps, and root causes impacting clients or retirees
• Partner with internal teams to address underlying issues and reduce future escalations
• Balance reactive issue resolution with a forward-looking focus on service improvement and prevention

Client Communication & Service Recovery
• Develop, approve, and deliver clear, accurate client and member communications
• Execute service recovery gestures in alignment with company guidelines
• Exercise sound judgment in managing sensitive or escalated situations, escalating financial decisions to VP-level leadership when required

Member Education & Events
• Independently plan, coordinate, and lead member education and benefit training events
• Prepare and distribute member communications that support understanding of Medicare benefits and plan features
• Serve as a knowledgeable, confident point of contact during client and retiree interactions

Portfolio & Internal Support
• Manage a small portfolio of assigned clients, with complexity aligned to experience and tenure
• Oversee age-ins and disenrollments for assigned groups
• Provide guidance and support to internal service teams regarding group-specific rules and escalations
• Maintain accurate documentation of service issues, resolutions, and client interactions
• Participate in special projects and other duties as assigned
• Travel up to 10% as needed for client or member events

Measures of Success
• High client and retiree satisfaction, as reflected in NPS and feedback
• Effective resolution of escalated issues with minimal recurrence
• Demonstrated proactive identification and prevention of service issues
• Ability to independently manage client service responsibilities and member education events
• Strong follow-through and reliability in complex or high-pressure situations

Requirements

Required
• High School diploma or equivalent

• AZ Health license required

• 4+ years of experience in customer service, client service, benefits administration, operations, or account support
• Experience in a healthcare, Medicare, or call-center-based environment
• Strong written and verbal communication skills
• Proficiency in Microsoft Word, Excel, and related applications
• Demonstrated ability to manage escalated situations with professionalism and sound judgment
• Experience working with databases and file transfers

Preferred
• Bachelor's degree
• Experience with fully insured or self-funded Medicare plans
• Familiarity with Salesforce or similar CRM systems

Behavioral Expectations
• Proactive and anticipatory rather than purely reactive
• Relentless follow-through until issues are fully resolved
• Calm, clear, and confident under pressure
• Focused on prevention and long-term service quality, not just short-term fixes