Senior Client Operations Manager

New Listings•San Francisco, TX

1d•Hybrid

About The Position

At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design. Our company mission is to transform people’s healthcare experience from confusing and complicated to empowering and trustworthy. Likewise, for the leading employers we work with, we are trusted partners in helping them deliver superior value on their healthcare spend—often the second highest line item in their budget. We believe the experiences we deliver to our members and clients are a differentiated part of our product offering. We are looking for a Client Operations Manager to continue to develop and measure the employer experience delivered by our Client Success team. As a Senior Client Operations Manager at Collective Health, you’ll be a key member of the Client Success team where you’ll be instrumental in building strong partnerships with our clients that will lead to long lasting relationships. You'll join an incredible team of people who have worked in many facets of healthcare, from traditional health plans and consulting to niche point solutions and provider systems. Working directly with our Account Executives, you’ll manage our relationships with clients, focusing on issues that come up day-to-day. We’ll count on you to collaborate with our internal teams to make things happen on behalf of your clients so you drive a great employer experience. And there are many projects that you’ll have a chance to work on that will make us more effective as a team, and that will elevate the importance of our clients’ success as a driver of the success of Collective Health.

Requirements

5 years account management experience within the healthcare industry
Excellent communication and project management skills
Excellent problem solving skills
Possesses excellent client relationship management and rapport building skills
Ability to analyze and interpret data
Work autonomously and at a rapid pace, within a changing environment
Demonstrated ability to develop strong working relationships and ensure healthy long term partnerships
Excellent client relationship and process management skills
Analytical and critical thinking skills
Attention to detail and accuracy; strong organizational skills
Excellent writing, communication, presentation, and interpersonal skills
Ability to organize and prioritize multiple issues, activities, and deadlines
Ability to track, monitor and measure results
Must be self-motivated and able to work autonomously
Ability to create and develop relationships both internally and externally

Responsibilities

Support an assigned book of business by providing strong day-to-day service that focuses on our clients’ needs and issues as they arise
Focus on all administrative tasks especially those required on a daily, weekly or monthly basis (invoicing, deliverables, reporting, issues log maintenance, etc)
Develop processes and improvements that will help our team be more effective, either internally or with our clients
Build client relationships that will lead to long term partnerships; work closely with and stay in close contact with client ‘users’ and ‘key players’ to maintain solid client rapport
Represent the voice of our client internally to ensure we deliver products and services that meet their needs
Create a foundation of trust and confidence in our clients by executing on the simple things that matter a lot: being accessible and responsive; following up on issues; and keeping promises for delivering timely and accurate answers to questions
Hold and facilitate regular discussions with clients to address urgent or escalated issues, requests, and/or asks quickly and effectively
Partner and collaborate with internal teams to produce the outcomes needed, whether it’s solving a problem, enhancing a product feature, or providing training to clients on specifics such as billing, claims and service processes
Understand our employer reports and learn how to provide analytic support and insights
Proactively review performance metrics to ensure all client expectations and SLAs are being met; notifying leadership immediately when there is a risk
Partner closely with your Client Support team to service our clients day-to-day and resolve any issues that may come up
Help own the client relationship, including de-escalating concerns wherever possible
Track and monitor all client requests and/or issues in order to ensure quick resolution (along with helping to identify trends or patterns in the issues being tracked)
Monitor and track all client SLAs and provide regular reporting and data to leadership team
Lead and manage a small team of Client Success Associates