Manager of Client Operations

Health Plans Inc• US,

4d•Onsite

About The Position

At HPI, we are a forward-thinking, national third-party administrator (TPA) specializing in self-funded health plan solutions. With over 44 years of industry expertise, our entrepreneurial spirit, flexible approach, and personalized service have empowered us to serve clients of all sizes across diverse industries. We deliver innovative strategies that maximize the value of every healthcare dollar. The self-funded health plan landscape is constantly evolving. At HPI, our partners benefit from having a TPA with the expertise, resources, and creativity to deliver customized plan solutions that help them win and retain more business. We excel at driving costs down and managing risk, while enhancing our clients’ employees’ health insurance experience. Our goal is to help members clearly understand their health plan and provide responsive service, enabling them to fully utilize their benefits and achieve greater health. Our commitment extends beyond our clients to our own employees. We foster a supportive and inclusive work environment where innovation thrives. By investing in our team’s growth and well-being, we ensure they are equipped to provide exceptional service.

Requirements

Bachelor’s degree required; equivalent experience may be considered.
5–7 years of experience in client management, account management, or client services within healthcare, insurance, or TPA environments.
2–3 years of people management or team lead experience preferred.
Demonstrated ability to manage client relationships and support team performance.
Proficient in Microsoft Office, including Word, Excel, Outlook and PowerPoint.

Nice To Haves

Experience with self-funded health plans or third-party administration.
Strong organizational, problem-solving, and communication skills.
Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

Supervise, coach, and support Senior Account Manager and Coordinator staff in daily client management activities.
Assist with onboarding, training, and ongoing development of team members.
Reinforce established service standards, workflows, and team expectations.
Organize and facilitate process, SOP, trainings for the entire Client Services organization
Serve as a primary point of contact for assigned client accounts, including mid-sized and complex groups as appropriate.
Support client implementations, renewals, and ongoing service delivery.
Address client issues and escalate complex concerns as needed.
Partner with Sales to support client retention and satisfaction.
Oversee day-to-day execution of client service processes and reporting.
Ensure adherence to established processes and timelines.
Track and respond to client feedback, service trends, and operational challenges.
Work closely with internal teams (Operations, Enrollment, Claims, and Technology) to resolve service issues and support client needs.
Participate in process improvement initiatives to enhance service delivery and efficiency.
Ensure team adherence to regulatory and internal compliance requirements (e.g., HIPAA, URAC, SOC).
Support internal audits and maintain accurate documentation.
Monitor team performance metrics and client service indicators.
Provide regular updates to leadership on team performance, client concerns, and operational trends.