Client Service Manager Connecture
THIS JOB HAS EXPIRED Company Overview
Connecture is the leading provider of Web-based information systems used to create health insurance marketplaces and exchanges. Its industry-proven solutions enable consumers, employers and brokers to more easily shop for, purchase and renew health insurance while minimizing back-office administrative expenses for health plans. Connecture?s solutions are provided to health plans, state insurance exchanges, private exchanges and insurance brokers. More than 25 million Americans shop for their health insurance through systems built by Connecture, and more than half of the nation?s 20 largest plans rely on them to sell, administer and manage their plans and products effectively. For more information, visit www.connecture.com.
As the Connecture Client Service Manager, you will be responsible for managing the services, implementations and ongoing support within an assigned Commercial and Employer client base. This position works with various internal DRX departments to define and deliver Plan Compare, Drug Compare and Enrollment solutions to assist their accounts in achieving their goals. This position also researches and analyzes the marketplace and together with Product and Account Management anticipates client needs in order to best position DRX products and service opportunities to our clients. In this way, the Client Service Manager will assist in/be responsible for revenue growth for assigned accounts in addition to bearing the onus of client retention.
Roles and Responsibilities
The essential responsibilities of the Client Service Manager will have the following responsibilities:
?Manages all aspects of the client relationship related to implementation, delivery, and use of DRX solutions in order to maintain high levels of client satisfaction
?Successfully manages activities of DRX departments to deliver contracted solutions; escalation and status to management as needed
?Responsible for understanding how DRX solutions meet/enhance their client?s business needs in assisting their members and potential members compare, choose and use a health/prescription drug plan
?Responsible for overall implementation success of all assigned client projects: requires proactive thought and initiative to ensure all project items are intact and functional
?Responsible to work with internal product management to coordinate and deliver client requests timely and accurately for assigned clients
?Responsible to work with internal development, technology and quality assurance teams to coordinate and deliver client requests timely and accurately for assigned clients (custom solutions)
?Manage outside vendor deliverables for design and/or integrated solutions (custom solutions)
?Key client and internal company contact for escalation of issues related to a client?s program
?Provides input on DRX product offerings, with a goal of anticipating future client needs
?Responsible to understand and keep abreast of regulations and compliance requirements in the retiree Medicare and Medigap marketplace.
?Meet with key accounts on an as needed basis (requested by client or DRX) to retain the account.
Client Deliverable Responsibilities:
?Implementation documentation (as defined by DRX, the then current documentation such as implementation checklists, issue log data, training documentation, etc.)
?Ensures creation and signoff of requirements documentation for custom solutions. Documents may be created by Client Service Manager, or by client, or by others within DRX. This position is responsible to ensure the documents are created and agreed to by client and internal DRX personnel.
?Support for hours reporting as agreed to with DRX mgmt and Account Manager.
SDLC and Internal Responsibilities:
?Works with DRX PMO to manage delivery of custom solutions
?Creates or works with BA to create requirements documentation
?Interfaces with QA on priority disposition of testing results (bugs, new requirements, etc.)
?Oversight on hours charged by all DRX team to client accounts assigned.
?5+ years experience in healthcare, retiree benefits, Medicare or Medigap program environments or other equivalent consulting experience
?5+ years experience in program/solution implementation with a proven track record of progressive responsibility and assignments
?Proven management and organization skills in leading multiple client projects at a time and managing client expectations
?Experience in analyzing, interpreting and communicating policies and regulations effectively. Policies and regulations affecting retiree healthcare insurance a plus.
?Excellent interpersonal skills; strong oral and written communication skills and the ability to interact with all levels of management
?Experience working effectively with matrix and remotely located teams
?Ability to quickly build credibility and gain the confidence of individuals at all levels
?Proven success operating in a team environment
?Superior negotiating, analytical and problem solving skills and ability to rapidly adapt to changing marketplace and client projects
?Experience developing retiree healthcare benefit offerings
?Consultative experience working for either a management or benefits consulting firm.
?Management skills in leading multiple client projects at a time and managing client expectations
||Los Angeles, CA |
THIS JOB HAS EXPIRED