Sr. Client Services Manager HealthHelp, Inc.

Services Manager is responsible for building and maintaining the overall client relationship and is the point of accountability to oversee and manage all client deliverables in partnership with both internal and external business stakeholders. The Client Services Manager ensures that client needs and expectations are met in a way that improves customer satisfaction, identifies strategies and opportunities which increase revenue and manages initiatives to grow and expands business for assigned clients. Responsible for implementing new and add on programs and services to various clients.

Job Qualifications:

A Bachelors degree in a health care or business related field is required.
A minimum of 7 years direct work experience in an implementation, client or account management capacity in a healthcare related field. Managed care experience a preference.Possess superlative interpersonal and customer service skills.
Excellent listening, oral and written communication/presentation skills with strong ability to influence people at all levels. Ability to communicate complex information in a clear and concise manner.
Possess strong familiarity with project management, implementation and client/account management processes.
Possess excellent organization and time-management skills to effectively prioritize and manage multiple competing priorities in a fast-paced environment.
Must have strong problem-solving and follow-through skills and be able to work independently, lead teams and interact with all levels of management (internal and external).
Demonstrates strong leadership skills to facilitate cooperation and project management among cross-functional teams and clients.
Demonstrates strong analytical skills in the ability to obtain manipulate and interpret various reports and data to produce meaningful information related to the account.
Proficient with Microsoft Office Suite applications including Outlook, Word, Excel, PowerPoint, Visio and Project.

Job Responsibilities:

Manages the overall implementation process of new client accounts and program add-ons to existing accounts.
Serves as value added resource to support HealthHelp growth and profitability for new sales initiatives including leverage of experience with assigned clients. Understands HealthHelp products and service capabilities and assists the sales team to tailor them to the needs of prospective clients
Works in collaboration with Corporate Development during sales and contracting cycle to define scope assumptions to ensure optimum implementation process.
Develops and maintains Implementation project plan and supporting documentation including but not limited to SOW, task assignments, training documents, report requirements, invoicing, dashboard metrics, etc.
Schedules and leads internal and external implementation meetings and training sessions to review project plan and ensure tasks are complete in a timely and accurate manner which require overall knowledge of the operations and company operational capabilities.
Regularly reports project operational and financial status to Senior Management.
Responsible for the day to day maintenance and management of the client relationship. Serves as the primary point of contact for the payer client to ensure exceptional client satisfaction and contract adherence.
Monitors client data/reports and leads the internal process of continuously improving performance in those areas that matter to the client (e.g., trend management, member satisfaction)
Reviews routine and ad hoc reports for accuracy and trends. Ensures all required reports are delivered to the client in a timely manner.
Prepares for and conducts regularly scheduled client conference call/meetings to address service delivery expectations, progress, planning, review of deliverables, service delivery outcomes, education regarding products, and issue resolution.
Designs and/or enhances documentation, process flows, and training materials specific for use both internally by HealthHelp staff and externally by the Client.
Develops, documents, drives and maintains an account management strategy plan to ensure client satisfaction and optimize profitability and growth.
Identifies service issue trends and collaborates with cross-functional teams to develop a plan of action for improvement.
Manages client expectations, provides issue escalation pathways; documents and manages all client issues.
Understand the products/programs/services provided by HealthHelp.
Performs other duties and projects as assigned by management

Location:	Houston, TX United States