Client Service Manager

LanguageLine Solutions

5d • Onsite

About The Position

Responsible for implementation, communication, and maintaining a strong client relationship 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. Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need. The healthcare system is complex, leading to frustration, stress, and lost time and money. Often, people don’t know where to call when they need help with their healthcare, which leads to them not getting the care they need when they need it. Health Advocate makes healthcare easier for organizations, their employees, and their employees’ family members. Since 2001, we have been making it easier for people to take control of their health and well-being by personalizing and simplifying the experience. We are proud to deliver services that reduce healthcare costs, support businesses, enrich the workplace, and empower healthy change. Using a combination of personalized help from our compassionate team, proprietary technology, and advancements in data science and machine learning, we help people get the care they need, and make healthy lifestyle choices, when they need it. Join our team! Our Health Advocates are the heart of our business. Every day, they do important work that guides people to better health and truly improves their lives. You have to have heart to do what we do. If you are dedicated to helping people, looking for meaningful work, and excited about doing a job that is truly life-changing—for you and for the people that you help—apply today!

Requirements

• High School Degree or GED required.
• Minimum of 5 year’s customer facing, client service, sales, operations, benefit administration, project management, or account management experience required, preferably in a healthcare or call center based environment.
• Minimum 1 year of experience utilizing a client relationship management tool (e.g. Salesforce.com) is required.
• Intermediate knowledge of Microsoft Word, Excel, and Outlook required.
• Applicant for this job will be expected to meet the following minimum qualifications.

Nice To Haves

• Associate’s degree from an accredited college or university with major course work in business administration, liberal arts, public health, healthcare management, or a related field preferred.
• Minimum 1 year experience with database system and file transfers preferred.
• Previous experience working with health insurance plans including medical, dental, vision, group, private, and Medicare.
• Based on program may need to be bilingual in English, Spanish, etc.

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 critical information gathering and interpretation of data concerning client specifications about products, structure, billing, and eligibility.
• Reviews and interprets 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.
• Responsible for assisting newly assigned high-level clients in regards to their installation questions and on-going operational support needs.
• Provide support to assigned high-level accounts by responding to inquiries or resolving issues of concern, tracking resolutions of issues, and following up with other internal departments as necessary in a timely manner.
• Escalate issues to internal teams as necessary in order to ensure problems and concerns are addressed in a timely manner and coordinate the efforts of the other teams and relay the information back to client.
• Conduct proactive business reviews through analysis and interpretation of data and make recommendations to clients based on the findings of the review.
• Identify and execute opportunities for up-sales with clients as applicable.
• Ensure complete and accurate documentation of every client interaction in order to keep track of services being provided and provide internal teams a source to obtain information regarding client activities.
• Respond to client requests through a variety of channels (e.g., phone, email, chat, etc.).
• Attend client events to ensure personalized touch point opportunities.
• Present health advocate sales materials to clients and target audience ensuring to accurately represent health advocacy product and services.
• As assigned, prepare basic operations reports and aggregate operational survey results for clients.
• As required, assist team members with client services processes and workflow.
• Client Consultation: Regularly analyze program performance in conjunction with client's goals to provide consultative advice regarding as health advocate services.
• Analyze program and recommend features which will ensure program meets client's objectives.
• Develop sales project plan which may include documenting recommendations including features, costs, and implementation timeframe.
• Communicate limitations and capabilities which includes an understanding of backend and online functions and how they apply to program.
• Act as liaison between internal and external technical departments, client, and assigned client representative, as necessary.
• Communicate and continually update client on timeframes, monitoring and ensuring all client deliverables are received on time and in proper order.
• Analyze problems, research and compile a list of alternative solutions, determine the best course of action and have the team implement as needed throughout the client life cycle.
• Investigate and resolve delivery/performance issues and advise management as to revenue risk.
• Client Relationships: Establish an excellent working relationship with clients, continuously striving to improve the business relationship and level of overall service West is providing.
• Proactively offer consultative advice to management, detailing how program may be enhanced.
• Ensure the unique needs of the client are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the client's expectations.
• Perform quality review of services provided.
• Review trends and customer complaints to evaluate efficiency of work flow and current methods and procedures.
• Identify trends indicating the need to revise existing methods and procedures.
• Problem Resolution: Proactively oversee the activities involved in quality resolution of problems related to area of responsibility.
• Respond with a sense of urgency to problems escalated to employee's level.
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.
• Place the highest priority on providing quality service by ensuring the unique needs of internal/external customers are met.
• Ensure quality resolution and thorough and accurate documentation of issues.
• Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems.
• Participate in creating, administering, and continuously updating procedures for resolution of all related issues.
• Staff Assistance: Provide assistance to assigned co-workers ensuring adherence to departmental policies and procedures.
• Provide support by answering questions ensuring functions are efficiently performed in a quality-oriented manner.
• Provide assistance and guidance to co-workers on best approaches, practices, and lessons learned.
• Keep up-to-date on current workflow and department procedures in order to answer questions, provide work direction, or complete tasks.
• Train and mentor assigned co-workers, as necessary.
• Provide departmental support in problem resolution, ensuring issues are resolved in an accurate, timely, and professional manner.
• Assist staff in striving to ensure highest level of quality, responsive service possible is provided.
• May be required to support supervisor in responding to inquiries and conducting research and analysis.
• Team Interface/Customer Service: Establish and maintain a professional relationship with internal/external customers, team members and department contacts.
• Cooperate with team members to meet goals or complete tasks.
• Provide quality customer service that exceeds customer expectations and improves level of service being provided.
• Treat all internal/external customers, team members and department contacts with dignity/respect.
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.

Benefits

• Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly.
• Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED