Job Openings >> Client Services Manager
Client Services Manager
Summary
Title:Client Services Manager
ID:1124
Department:Client Services & Implementations
Description
The Client Services Manager is responsible for a health plan clients’ success and satisfaction with myNEXUS. As the day-to-day leadership contact for the client, the Client Services Manager will work closely with all departments and staff to ensure the highest level of client satisfaction as well as providing exceptional leadership that balances the “voice of the customer” with the operational capabilities and values of myNEXUS. This position will be directly responsible for managing the service requests, reporting, and performance standards of assigned clients. This position will be effective at achieving client retention, service measures, and growth goals through fostering internal and external relationships while balancing decision making needs of the client with company current and future capabilities.


Responsibilities & Duties

Passionate and responsible for retention and service delivery of assigned clients and related client business

Execution of client-facing deliverables and maintain a high level of customer satisfaction; primary owner of client project plans and timelines

Monitoring, usage, and control over the Client Services tracking system service requests; develop and maintain high quality Client Services reporting and KPI performance measurement for service requests

Completion of assigned service requests that include thorough and accurate assessment, root-cause-analysis, action plan development and follow-up

Investigates, researches, and resolves issues presented by the customer; analyzes trends, develop customer specific solutions in collaboration with cross-functional teams; applies appropriate delegation and oversight of resources when applicable

Successfully builds relationships with external client and internal resources and maintains a high degree of trust and transparency. Is viewed as a trusted knowledgeable advisor by key external and internal resources (managers, executives, medical management, C-Level)

Responsible for coordination, scheduling and accurate / timely delivery of all assigned client contractual requirements including but not limited to client reporting and service level agreements

Responsible for coordination, scheduling, preparation and presentation for Joint Operating Committee meetings with assigned health plan customers, including finalization of deck and support materials; reviews financial and clinical outcomes, ensures customer understanding, problem solves and finds opportunities to increase myNEXUS presence

Through consultative, collaborative and open dialogue lead and facilitates external client meetings and communication to ensure customers are well informed and knowledgeable about myNEXUS program results, outcomes, new products and service offerings

Active promoter of the myNEXUS Client Services function; effectively manage day to day interfaces, support and interactions with health plans across their national, regional and local enterprises while managing complex customer matrixes and competing stakeholder priorities

Regularly demonstrates appropriate use of verbal and written communication with external clients and internal resources

Active contributor and participant in assigned client implementations; effectively transitions clients from implementation to Client Services oversight

Maintain an understanding of health plan’s market, ability to discuss healthcare industry changes and developments, determine potential impacts to customer and myNEXUS businesses

Manage multiple and concurrent client projects while managing or overseeing applicable work streams against schedule

Develop all necessary program and data milestones, projects plans, risk assessments, status reports, and meeting agenda/minutes adhering to department standards for quality & consistency in a timely manner

Promote enterprise understanding of projects, timelines, and dependencies adhering to department standards for quality & consistency

Facilitate / participate in external and internal meetings; conduct regular status meetings and produce status for external and internal resources adhering to department standards for quality & consistency

Proactively seeks out, anticipates and mitigates issues / roadblocks to client success; actively involved in learning the internal systems, process, and policies to understand dependencies to be actively involved in the troubleshooting process

Notify external and internal resources of their deliverables; proactively communicate information required to complete tasks on time; and follow-up on open issues and action items to resolution

Independently documents and communicates clear client business requirements using high quality industry and departmental standards that are clear, unambiguous and thoughtfully consider all necessary process controls

Create client and myNEXUS value by gaining understanding of current and next stage customer needs and recommending new solutions to internal myNEXUS stakeholders including Marketing, Analytics, and Product Development

Actively involved in continual improvement of the Client Services delivery process and making recommendations for Client Services toolkit

Accepts additional assignments willingly


Job Requirements
 

Educational / Experience Requirements:

  • Minimum of a four-year Bachelor degree; emphasis in business preferred
  • 3+ years of health care industry experience is required
  • 3+ years of external client/account management experience is required
  • LPN/RN is a plus
  • Project management experience is a plus

Language Skills:

  • Ability to read and communicate effectively in English.

Skills:

  • MS Office skills of Word, Excel, PowerPoint, and MS Project is required
  • Excellent customer service and follow-up skills
  • Excellent written and verbal communication skills are essential
  • Ability to work effectively and productively with varied levels of personnel, including senior executives and external clients
  • Strong meeting facilitation skills are required; extensive experience and knowledge in facilitating group decision making and balancing the voice of the customer
  • Strong collaboration skills are required; extensive experience in developing relationships and strategies to achieve high client satisfaction
  • Self-directed, highly motivated; demonstrated experience in prioritizing, multi-tasking work independently in a fast-faced, changing environment is required
  • Ability to understand detailed information quickly, derive insight, synthesize information concisely, and devise solutions for clients
  • Maintain expert knowledge of myNEXUS company offerings and solutions
  • Demonstrated self-confidence, honesty, integrity, and mature judgment
  • Ability to travel; rent a car and a valid drivers license as required for visits to clients or potential client offices.

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