Manager, Client Services

Trustmark • Blue, TX

4d

About The Position

Responsible for overseeing the daily operations of billing, client services and premium reconciliation team in order to meet established standards of quality and quantity. Monitors performance measures of the department and recommends corrective actions as necessary. Manages billing associates, including hiring, performance appraisals, and when necessary, implementing performance improvement plans with expectations and timelines. Monitors goals and service level agreements to ensure performance levels are met; Recommends and owns action plans to ensure department meets and/or exceeds goals. Oversees day to day billing operations and that workload is being completed within standards; Reviews department level quality/quantity audit results; Implements appropriate steps to achieve targets. Handles 2nd level escalated service issues with internal and external customers. Recommends and owns strategies that will improve overall processes, resulting in improved customer experience and performance, including reviewing scorecards, metrics and other data sources to proactively take action. Manage multiple projects by assigning resources, working on timelines and implementing schedule to complete project timeline. Reviews control point audits completed by team members as part of the Internal Controls for Financial Reporting (ICFR) processes. Helps identify process improvement opportunities within department and sometimes leads.

Requirements

• Bachelor's Degree with 2-4 years of related experience OR High School Diploma or GED with 4-6 years related experience

Responsibilities

• Oversee the daily operations of billing, client services and premium reconciliation team.
• Monitor performance measures of the department and recommend corrective actions.
• Manage billing associates, including hiring, performance appraisals, and performance improvement plans.
• Monitor goals and service level agreements to ensure performance levels are met.
• Recommend and own action plans to ensure department meets and/or exceeds goals.
• Oversee day-to-day billing operations and ensure workload is completed within standards.
• Review department level quality/quantity audit results and implement steps to achieve targets.
• Handle 2nd level escalated service issues with internal and external customers.
• Recommend and own strategies to improve overall processes, customer experience, and performance.
• Manage multiple projects by assigning resources, working on timelines, and implementing schedules.
• Review control point audits completed by team members as part of ICFR processes.
• Identify process improvement opportunities within the department and lead initiatives.

Benefits

• Health/dental/vision
• life insurance
• FSA and HSA
• 401(k) plan
• Employee Assistant Program
• Back-up Care for Children, Adults and Elders
• health and wellness initiatives
• Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums

What This Job Offers

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