Client Experience Manager – EviCore – Hybrid
About The Position
The Client Experience Manager serves as the client-facing relationship liaison for their assigned segment of business, acting as the key point of contact for assigned health plans. This role facilitates Health Plan meetings to address escalated issues, provide updates on new items, and reach resolutions. The Client Experience Manager is a consultative resource for clients on EviCore programs and products, tracking client issues that require research, investigation, and coordination to achieve resolutions. They collaborate with internal resources to resolve client issues, using data and facts to identify and solve problems for assigned health plans. The role requires delivering effective and time-sensitive verbal and written communications to internal and external audiences. This is a hybrid role that may require occasional travel and the ability to work in-person.
Requirements
- Demonstrated communication (oral and written) and presentation skills
- Strong organizational, prioritizing and analytical skills and ability to multi-task
- Strong customer service focus
- Demonstrated ability to interact with other departments/teams to resolve issues
- Ability to independently manage timelines and meet tight client deadlines
- Experience using Microsoft Office Suite including Excel, PowerPoint, Outlook and Word
- Ability to work in a fast-paced and challenging environment while prioritizing multiple tasks with competing due dates.
Nice To Haves
- Bachelor’s degree
- 2+ years relevant client management experience
- Experience in healthcare industry
Responsibilities
- Assesses the needs of health plan partners and helps to define and implement necessary changes to services/management processes and approaches.
- Partners with internal groups to ensure effective and efficient end-to-end problem-solving.
- Tracks and trends key issues that require research/investigation, escalation, or matrix partner coordination to reach resolution.
- Collaborates with matrix partners and other internal resources to resolve escalated, complex, and sensitive provider issues.
- Provides solutions to improve overall services that focus on the value proposition.
- Understands business needs, participates in solution development, and effectively communicates solutions to ensure satisfaction.
- Delivers effective verbal and written communications appropriate to internal and external audiences.
- Plans, coordinates, and hosts client and internal meetings.
- Performs ad hoc and regular cadence data and reporting responsibilities.
Benefits
- Medical
- Vision
- Dental
- Well-being and behavioral health programs
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- A minimum of 18 days of paid time off per year
- Paid holidays
- Annual bonus plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
