Client Support Manager

Quantum Health • Dublin, OH

6d • Hybrid

About The Position

The Client Support Manager (CSM) role provides support to the Client Engagement Group (CEG) by working with the Client Executive (CE) to ensure client satisfaction and retention of Quantum’s book of business. The CSM role has primary responsibility in the day-to-day management of client needs and expectations.

Requirements

• Education: Associate or Bachelor’s degree or equivalent experience required
• Minimum of 1 year of experience working in healthcare organizations (health plan, consulting or navigation preferred.)
• Ability to function independently with limited supervision and as a team member within the Client Executive Group
• Interact professionally with other entities, both internal and external, while managing difficult interactions
• Strong customer service and communication skills
• Ability to research and determine root cause and analysis; facilitate prompt resolution
• Ability to multitask and prioritize workload; excellent organizational and time management skills
• Ability to make to make timely and effective decisions consistent with Quantum Health’s business goals and culture
• Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.
• A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health’s policies, values and ethics, and to protecting the sensitive data entrusted to us.

Nice To Haves

• Strong knowledge of the Quantum Health culture and Care Coordination process is preferred

Responsibilities

• Responds to complex inquiries, solves non-routine problems using independent discretion, and ensures client satisfaction with the service provided by our Care Coordinators.
• Address and promote status and/or resolution of issues to clients, benefit consultants, and other vendor partners in a thoughtful, professional and articulate manner.
• Facilitates with team leads, clinical leads, IT, Business Intelligence, and other internal areas for resolution of client inquiries and issues.
• Collaborates with third-party vendors’ including the TPA, PBM, Stop-Loss carrier, and others, on behalf of the client to gather or communicate information and /or resolve issues.
• Assists in facilitation of standard client processes such as annual renewals, communication strategies and requests
• Advise Client Executive (CE) of client status and opportunities for improved client satisfaction.
• All other duties as assigned.

Benefits

• Compensation: Competitive base and incentive compensation
• Coverage: Health, vision and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.
• Retirement: 401(k) plan with up to 4% employer match and full vesting on day one.
• Balance: Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
• Development: Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.
• Culture: Recognition as a Best Place to Work for 15+ years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision.
• Environment: A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary and dry-cleaning services and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree