Client Service Manager, East

Labor First•Mount Laurel Township, NJ

37d•Onsite

About The Position

LaborFirst is a 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.

Requirements

High School diploma or equivalent
NJ 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

Nice To Haves

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

Responsibilities

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
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
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
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
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