Client Services Manager CSM iHealth Technologies, Inc.
PRINCIPAL PURPOSE OF JOB:
The Client Services Manager is responsible for leading the cross-functional client team and providing the highest level of service to our clients. Role serves as both internal and external client liaison, including triaging, managing, monitoring and support of client related activity. Assist clients in succeeding with iHT products through understanding client's needs and unique business situations, identifying solutions, proactively identifying potential issues that could impair success, and ensuring that the appropriate iHT resources are working to resolve any issues.
ESSENTIAL JOB RESPONSIBILITIES:
Serves as the account manager and trusted advisor for client operational contacts; establishes and cultivates relationships with client contacts to identify needs & generate and implement solutions.
Manages the operational implementation and execution of client payment policy decisions by working with health plan operations managers in Network Operations, Provider Relations, Member Services, Grievance and Appeals, Call Center, Claims and IT services.
Coordinates and manages joint meetings with client and internal staff including: scheduling, facilitation, meeting agenda and material preparation/coordination, meeting logistics and travel, etc.
Coordinates and manages client related internal meetings including: scheduling, facilitation, meeting agenda/material preparation, meeting minutes/action item tracking, etc.
Records and distributes meeting minutes and action items, and follows-up on action items to ensure satisfactory and timely completion.
Posts and maintains accurate, up-to-date client documentation in iHT library.
Coordinates the internal and external aspects of internal and client initiatives and joint projects to ensure that iHT and client objectives are met and that the team is making progress towards goals. Includes internal team management along with coordination within the client.
Identifies, performs root cause analysis, and develops action plans to remedy interface related issues, (e.g., data anomalies, failed claim lines, etc.) and unintended operational issues (e.g., claims adjustments, unapplied recommendations, unreturned history, etc.) to optimize program performance and consistency.
Provides client testing support and coordination for system enhancements, upgrades, corrections, batch support, new policy logic, data mapping, parser changes, etc.
Maintains escalation plans and monitors file processing statistics and provide production reporting as necessary to quickly identify provider negative impact, data anomalies, etc. Develops and executes action plans to remedy.
Analyzes monthly results and draft monthly performance summary for client, providing insight and observations on drivers of trends and status of initiatives
Ensures client success with iHT customer service tools: administer user accounts to ensure data accuracy (e.g., employee adds/terms/transfers), monitor usage, identify gaps, and deliver training programs and reporting. Monitor and manage user access.
Identifies client education needs and develop and deliver client training programs for implementing and active clients.
Enters all client inquiries and requests in the appropriate application.
Other Related Responsibilities
Other duties as assigned
Client Relationship Skills - Ability to develop strong professional relationships with multiple roles and levels
Project Management skills - Strong organizational and planning skills
Results driven with focus on producing high-quality, error free service and deliverables
Industry knowledge & experience - Understanding of healthcare claims adjudication and support processes
Proficient with Microsoft Office Suite (Word, Excel, Power Point)
Ability to work within a matrix organization
Professional with ability to properly handle confidential information
Ability to work well independently and in a team environment
Ability to handle multiple tasks, prioritize and meet deadlines
Excellent written and verbal communication skills, including public speaking
Exhibits behaviors consistent with iHT Values
o Our Clients
o Our Team
o Performance Excellence
o Continuous Improvement
Bachelor?s Degree (or higher) preferred
Total of 5-10 years working experience with minimum of:
o 2+ years of healthcare operations (particularly healthcare consulting), provider relations, network management, or claims operations experience
o 2+ years of project or team management experience, including meeting facilitation and follow through on deliverables
o 2+ years of client relationship management experience, interacting with various roles and levels
Travel requirement up to 25%.
After hours and/or weekend work may be required where necessary for major deliverables /deadlines.
Must be able to sit and use a computer keyboard for extended periods of time.
Must be able to lift up to 20 lbs without assistance
Must have flexibility and willingness to participate in the work processes of an international organization, including conference calls scheduled to accommodate global time zones
||Atlanta, GA |