Job details
Job type full-time
Full job description
Job summary
Manage matrix- heavy processes in partnership with internal and external stakeholdersResponsible for day-to-day service experience for clients/medicare advantage health plan partners for continued growth and retentionAlso responsible for day to day service needs of the clients and interface with all internal departments to resolve escalated issues raised up to account managerProactively work with business partners to create and implement service and process improvements and assist in the adoption of all strategic initiatives of the organization.
Principal duties & responsibilities
Understands the objectives and requirements for projects; with clear understanding of medicare advantage supplemental vision and dental benefit , recommends best internal or external resources to engage in assigned projects, the calendar/timelines and deadlines for each project and manages projects to completion against the objectives
Manages the relationships with clients/health plan partners and internal stakeholders involved in assigned projectsCommunicates on status and questions regarding the projects in a regular and timely way and collaborates with those involved in projects to solve issues that arise
Investigate, research, and resolve concerns presented by the client
Lead effective meetings with clients, vendors, matrix partners to address service delivery needs
Partners with internal business units to triage and troubleshoot client issues providing timely resolution and root cause, are responded to and resolved in a consistent and timely fashion; acts as a liaison and handles complicated or unique service issues and ensures that the results meet the business need
Identify trends and develop customer specific solutions in collaboration with cross-functional teams
Manage and meet internal metrics and client specific metrics
Collects, measures and reports on the quality of service the business delivers to clients
Ad hoc presentation development requests from c-suite executives; performs other related duties as required
Travels to accounts as determined by the account service strategy and as needed to ensure the delivery of the distinctive, superior, responsive, and consistent service experience (travel is generally less than 10%)
Performs other duties as required
Education & experience required
Minimum required bachelor`s degree healthcare administration or related field qualification level experience
Minimum required six years of professional experience
Minimum required two years of experience as a client manager or account relations manager, or equivalent external experience
Education & experience preferred
Preferred two years insurance, healthcare, and/or financial industry experience (internal and/or external)
Or an equivalent combination of education and experience.
Job knowledge & skills
Knowledge of medicare advantage supplemental insurance
Ability to operate in a complex business environment handling multiple projects at the same time and to collaborate with a variety of stakeholders
Project management and/or quality/process improvement skills
Excellent presentation, oral, written, and interpersonal communications skills to effectively interact with internal and external colleagues
Competencies
Acting with integrity
Communicating effectively
Pursuing self-development
Serving customers
Supporting change
Supporting organizational goals
Working with diverse populations
Working conditions
The statements below describe the general nature and level of the work and are not an exhaustive list of all responsibilities, duties, and skills required.
Normal office environment (virtual or in-person)
Travel
< 10%
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Job activity
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