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Manager I, Client Services-Fitness (Remote)
Company | American Specialty Health |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Wellness and Fitness Services |
Expires | 2023-07-16 |
Posted at | 10 months ago |
Description
- Accepts and/or returns phone calls from clients within the same business day received, Monday through Friday, 8 A.M. to 5 P.M. PST
- Keeps department executives abreast of issues related to assigned clients on a routine basis.
- Leads the implementation process and/or provides day to day service for low to medium complex programs.
- Interfaces with ASH staff to resolve issues, answer questions and triage responses.
- Acts as primary contact and client advocate on behalf of ASH with assigned clients.
- Handles necessary administrative duties to properly support or implement health plan accounts.
- Communicates with department executives 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, track and document client issues in the CRM.
- Acts as a back-up for other Client Services Managers.
- Routinely engages client contacts, to provide proactive service and actively assess client status, concerns and expectations.
- Handles service activities to support existing client relationships and implement new programs.
- Seeks support and training from designated Client Services Manager II, Senior Client Services Manager, and/or Director, Client Services to aide in gaining the experience and skills required to advance to a Client Services Manager II.
- Utilizes and directs support staff with facilitation of administrative activities and servicing issues.
- Creates and distributes routine status reports and implementation work plans as applicable to internal and external clients.
- 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.
- Keep abreast of ASH policies and procedures.
- Seeks support from and provides account updates at Key Process Team (KPT) meetings as appropriate.
- Coordinates Performance Standard Meetings and/or Joint Operational Committee Meetings with clients and provides client support for operational trainings.
- Proactively engages internal customers and subject matter experts to effectively manage internal and external customer expectations.
- At a minimum, acknowledges receipt of emails from clients within 24 hours of receipt.
- Establishes and maintains positive and professional relationships with internal and external clients and customers.
- Serves as the source of knowledge regarding assigned client relationships and programs.
- Minimum two years’ experience in an equivalent client, account or project management position; and general experience providing high level and complex customer support.
- Valid driver’s license with good driving record. Availability of automobile for on the job use and proof of insurance.
- Must have acceptable credit to qualify for a company American Express Card.
- Proficient in MS Office with experience in database management and spreadsheet creation and maintenance.
- Bachelor’s degree in related field or equivalent experience. If equivalent experience, high school diploma required.
- Experience servicing managed health care plans (HMO, PPO, POS and related plans) preferred.
- Ability to exercise strict confidentiality in all matters.
- Ability to effectively organize, prioritize, multi-task and manage time.
- Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
- Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
- Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
- Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
- Demonstrated accuracy and productivity in a changing environment with constant interruptions.
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