Manager, Client Experience

Zelis • St. Louis, MO

1d • Hybrid

About The Position

At Zelis, we Get Stuff Done. So, let’s get to it! A Little About Us Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients. A Little About You You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are. Position Overview The Operation Manager role is a key leader of the Payer Operations & Service organization, with a strong focus on streamlining processes, leading a team to achieve the organizations goals and responsible for the service delivery for the Third-Party Administrator (TPA) Vertical. This position is responsible for overseeing and improving day-to-day operations for Payer clients, ensuring efficiency and driving overall business performance. The Operation Manager will work closely with Client Management, Sales Leadership, IT, and Service Operations, fostering collaboration across various business areas and leaders. This role involves leading and developing a team of service professionals, sharing insights, ideas, and knowledge to inspire and influence others, participating in task forces, and leading initiatives that showcase expertise and innovative thinking.

Requirements

• Bachelor degree preferred or at least 7 years of related experience.
• 1-3 years leading people, directly or indirectly, is preferred.
• 3+ years client facing experience strongly preferred
• 3+ years service operations experience required, with experience managing service/operations workflow processes in Salesforce or Jira preferred
• Skilled in the use of Microsoft Excel and PowerPoint.
• Excellent communication and interpersonal skills, both written and verbal; strong customer service and demonstrated ability to drive outcomes/results
• Goal oriented, resourceful, personally accountable and self-directed
• Demonstrated ability to proactively seek opportunities for improvement and to effectively collaborate across the organization

Responsibilities

• Lead a team of client service professionals by providing regular training, development, feedback, and career coaching.
• Manage individual and team performance to key performance measures, delivering both an exceptional service experience and operational efficiency.
• Analyze and identify areas for improvement in process, systems and procedures to enhance productivity, efficiency and client satisfaction.
• Implement and maintain quality control measures to ensure products and services meet established standard.
• Creating effective service strategies, addressing complex and unique service issues, and ensure client satisfaction with products and services.
• Engage team in problem solving and improvement efforts, creating a growth-oriented culture at all levels.
• Use creativity, foresight, and judgment to design, plan, and implement initiatives that make doing business easier and add value.
• Collaborate with peer leaders, project and development teams on initiatives related to Payer Services.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager