Client Services Manager III - Clinical
American Specialty Health Incorporated is seeking a Manager III, Client Services-Clinical to join our Client Services – Clinical department. This position will serve as primary contact to designated clients and to provide exemplary customer service that results in client retention and satisfaction.
Salary Range
American Specialty Health complies with state and federal wage and hour laws and compensation depends upon candidate’s qualifications, education, skill set, years of experience, and internal equity. $69,200 to $75,000 Full-Time Annual Salary Range.
Remote Worker Considerations:
Candidates who are selected for this position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This remote/WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed. 100 down/20 up is recommended to support higher quality video meetings).
Responsibilities
Handles service activities to support existing client relationships and implement new programs.
Acts as primary contact and client advocate with extensive knowledge and experience on behalf of ASH with assigned clients and accounts.
Serves as the primary source of knowledge regarding assigned client relationships and programs.
Works autonomously to lead the implementation process and/or provide day to day service for moderately complex programs.
Accepts and/or returns phone calls from clients within the same business day of receipt, Monday through Friday, 8 A.M. to 5 P.M PST.
At a minimum, acknowledges receipt of emails from clients within 24 hours of receipt.
Creates and distributes routine status reports and/or implementation work plans to internal and external clients.
Routinely coordinates efforts to ensure client expectations and deadlines are met.
Keeps department executives abreast of issues related to assigned accounts on a routine basis.
Seeks support from and provides client updates at Key Process Team (KPT) meetings as appropriate.
Communicates with department executive and members of the Executive Management Team on high level issues to ensure appropriate response and resolution.
Maintains timely and accurate documentation of client interactions, activities, processes, and issue resolution; ensures meeting minutes and action items are prepared and documented within two days of a client meeting. Upon implementation of the CRM, tracks and documents client issues in the CRM.
Utilizes and directs support staff with facilitation of administrative activities and servicing issues.
Establishes and maintains positive professional relationships with internal and external customers.
Interfaces with ASH staff to resolve issues, answer questions and triage responses.
Proactively engages internal customers and subject matter experts to effectively manage internal and external customer expectations.
Actively participates in collaborative team environment to support development of Client Services Manager I’s and II’s.
Provides training support as needed and requested by Client Services leadership.
Full understanding of ASH business practices, organizational infrastructure, operating procedures and committee/workgroups related to client business activity.
Can carry out assignments as delegated to represent Sr. Manager of Client Services in their absence for clients and internal stakeholders.
Routinely engages client contacts to provide proactive service and actively assess client status, concerns and expectations.
Coordinates Performance Standard and/or Joint Operational Committee Meetings with clients and provides client support for operational trainings and delegation audits.
Handles necessary administrative duties to properly support, implement or renew health plan accounts.
Complete understanding of client business arrangements, regulatory assessment, contractual obligations/set-up, performance results and reporting.
Can independently oversee all aspects of client implementations and ongoing client management activities with limited direction from Sr. Manager, Client Services.
Acts as a back-up for other Client Services Managers and Sr. Manager, Client Services
Travels as necessary to support client implementation and retention.
Keeps abreast of ASH policies and procedures.
Provides departmental support for maintaining key documents such as benefit breakdown grids, client readiness grid, upcoming implementation grid and files as well as participates in client and prospective client entertainment and assists with other functions and projects as requested.
Qualifications
Bachelor’s degree in related field or equivalent experience. If equivalent experience, high school diploma required.
Extensive experience of which 2 years have been as a Manager II, Client Services at ASH or 5 - 7 years’ experience in an equivalent position in a health insurance or managed healthcare plan or combination of both.
Experience servicing managed health care plans (HMO, PPO, POS and related plans) required.
Health Insurance experience preferred.
Proficient in MS Office with experience in database management and spreadsheet creation and maintenance.
Proficient in the use of CRM platforms for client relationship management.
Proficient in the use of Audiovisual and computer programs required to effectively facilitate and support presentations to clients and other stakeholders.
Valid driver’s license with good driving record. Availability of automobile for on the job use and proof of insurance.
Ability to effectively address complex matters including clear documentation and meeting facilitation with executives within ASH and client organizations.
Experience in providing leadership and mentoring to others in a formal or informal capacity.
Ability to escalate issues appropriately and pursue resolution to meet client and ASH expectations.
Core Competencies
Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
Ability to effectively organize, prioritize, multi-task and manage time.
Demonstrated accuracy and productivity in a changing environment with constant interruptions.
Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
Ability to exercise strict confidentiality in all matters.
Mobility
Primarily sedentary, able to sit for long periods of time.
Physical Requirements
Ability to speak, see and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within the facility, within region, and nationally by car and plane as needed. Capable of using a telephone and computer keyboard. Ability to lift up to 10 lbs.
Environmental Conditions
Work-from-home (WFH) environment.
American Specialty Health is an Equal Opportunity/Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth, related medical conditions, breastfeeding, and reproductive health decision-making), gender, gender identity, gender expression, race, color, religion (including religious dress and grooming practices), creed, national origin, citizenship, ancestry, physical or mental disability, legally-protected medical condition, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or any other basis protected by applicable local, federal or state law.
Please view Equal Employment Opportunity Posters provided by OFCCP here.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.
ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.
#LI-Recruiter #Clinical #Manage #Clientservices #Healthcare
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Client Services Manager III - Clinical
American Specialty Health Incorporated is seeking a Manager III, Client Services-Clinical to join our Client Services – Clinical department. This position will serve as primary contact to designated clients and to provide exemplary customer service that results in client retention and satisfaction.
Salary Range
American Specialty Health complies with state and federal wage and hour laws and compensation depends upon candidate’s qualifications, education, skill set, years of experience, and internal equity. $69,200 to $75,000 Full-Time Annual Salary Range.
Remote Worker Considerations:
Candidates who are selected for this position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This remote/WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed. 100 down/20 up is recommended to support higher quality video meetings).
Responsibilities
Handles service activities to support existing client relationships and implement new programs.
Acts as primary contact and client advocate with extensive knowledge and experience on behalf of ASH with assigned clients and accounts.
Serves as the primary source of knowledge regarding assigned client relationships and programs.
Works autonomously to lead the implementation process and/or provide day to day service for moderately complex programs.
Accepts and/or returns phone calls from clients within the same business day of receipt, Monday through Friday, 8 A.M. to 5 P.M PST.
At a minimum, acknowledges receipt of emails from clients within 24 hours of receipt.
Creates and distributes routine status reports and/or implementation work plans to internal and external clients.
Routinely coordinates efforts to ensure client expectations and deadlines are met.
Keeps department executives abreast of issues related to assigned accounts on a routine basis.
Seeks support from and provides client updates at Key Process Team (KPT) meetings as appropriate.
Communicates with department executive and members of the Executive Management Team on high level issues to ensure appropriate response and resolution.
Maintains timely and accurate documentation of client interactions, activities, processes, and issue resolution; ensures meeting minutes and action items are prepared and documented within two days of a client meeting. Upon implementation of the CRM, tracks and documents client issues in the CRM.
Utilizes and directs support staff with facilitation of administrative activities and servicing issues.
Establishes and maintains positive professional relationships with internal and external customers.
Interfaces with ASH staff to resolve issues, answer questions and triage responses.
Proactively engages internal customers and subject matter experts to effectively manage internal and external customer expectations.
Actively participates in collaborative team environment to support development of Client Services Manager I’s and II’s.
Provides training support as needed and requested by Client Services leadership.
Full understanding of ASH business practices, organizational infrastructure, operating procedures and committee/workgroups related to client business activity.
Can carry out assignments as delegated to represent Sr. Manager of Client Services in their absence for clients and internal stakeholders.
Routinely engages client contacts to provide proactive service and actively assess client status, concerns and expectations.
Coordinates Performance Standard and/or Joint Operational Committee Meetings with clients and provides client support for operational trainings and delegation audits.
Handles necessary administrative duties to properly support, implement or renew health plan accounts.
Complete understanding of client business arrangements, regulatory assessment, contractual obligations/set-up, performance results and reporting.
Can independently oversee all aspects of client implementations and ongoing client management activities with limited direction from Sr. Manager, Client Services.
Acts as a back-up for other Client Services Managers and Sr. Manager, Client Services
Travels as necessary to support client implementation and retention.
Keeps abreast of ASH policies and procedures.
Provides departmental support for maintaining key documents such as benefit breakdown grids, client readiness grid, upcoming implementation grid and files as well as participates in client and prospective client entertainment and assists with other functions and projects as requested.
Qualifications
Bachelor’s degree in related field or equivalent experience. If equivalent experience, high school diploma required.
Extensive experience of which 2 years have been as a Manager II, Client Services at ASH or 5 - 7 years’ experience in an equivalent position in a health insurance or managed healthcare plan or combination of both.
Experience servicing managed health care plans (HMO, PPO, POS and related plans) required.
Health Insurance experience preferred.
Proficient in MS Office with experience in database management and spreadsheet creation and maintenance.
Proficient in the use of CRM platforms for client relationship management.
Proficient in the use of Audiovisual and computer programs required to effectively facilitate and support presentations to clients and other stakeholders.
Valid driver’s license with good driving record. Availability of automobile for on the job use and proof of insurance.
Ability to effectively address complex matters including clear documentation and meeting facilitation with executives within ASH and client organizations.
Experience in providing leadership and mentoring to others in a formal or informal capacity.
Ability to escalate issues appropriately and pursue resolution to meet client and ASH expectations.
Core Competencies
Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
Ability to effectively organize, prioritize, multi-task and manage time.
Demonstrated accuracy and productivity in a changing environment with constant interruptions.
Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
Ability to exercise strict confidentiality in all matters.
Mobility
Primarily sedentary, able to sit for long periods of time.
Physical Requirements
Ability to speak, see and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within the facility, within region, and nationally by car and plane as needed. Capable of using a telephone and computer keyboard. Ability to lift up to 10 lbs.
Environmental Conditions
Work-from-home (WFH) environment.
American Specialty Health is an Equal Opportunity/Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth, related medical conditions, breastfeeding, and reproductive health decision-making), gender, gender identity, gender expression, race, color, religion (including religious dress and grooming practices), creed, national origin, citizenship, ancestry, physical or mental disability, legally-protected medical condition, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or any other basis protected by applicable local, federal or state law.
Please view Equal Employment Opportunity Posters provided by OFCCP here.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.
ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.
#LI-Recruiter #Clinical #Manage #Clientservices #Healthcare