Client Service Manager
Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team!
2025:
Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
2024:
Excellence in Customer Service Awards: Organization of the Year (Small)
Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)
As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®)
BASIC FUNCTION
Responsible for implementation, communication, and maintaining a strong client relationship with assigned high-level clients ensuring internal resources are available to accommodate client installations, changes, and reporting requests while adhering to corporate and departmental policies and procedures
MAJOR JOB ACCOUNTABILITIES
Serve as the primary contact and liaison for the sales team and assigned high-level clients to ensure smooth processing of client data uploads and installation into the core operations system
Perform critical information gathering and interpretation of data concerning client specifications about products, structure, billing, and eligibility
Reviews and interprets healthcare benefits documents including Summaries of Benefits & Coverage (SBCs), Summary Plan Descriptions (SPDs), and Formularies.
Act as a project facilitator between sales and the operations team and create and distribute implementation plans to ensure timely delivery of assigned client installation services
Responsible for assisting newly assigned high-level clients in regards to their installation questions and on-going operational support needs
Provide support to assigned high-level accounts by responding to inquiries or resolving issues of concern, tracking resolutions of issues, and following up with other internal departments as necessary in a timely manner
Escalate issues to internal teams as necessary in order to ensure problems and concerns are addressed in a timely manner and coordinate the efforts of the other teams and relay the information back to client
Conduct proactive business reviews through analysis and interpretation of data and make recommendations to clients based on the findings of the review
Identify and execute opportunities for up-sales with clients as applicable
Ensure complete and accurate documentation of every client interaction in order to keep track of services being provided and provide internal teams a source to obtain information regarding client activities
Respond to client requests through a variety of channels (e.g., phone, email, chat, etc.)
Attend client events to ensure personalized touch point opportunities
Present health advocate sales materials to clients and target audience ensuring to accurately represent health advocacy product and services
As assigned, prepare basic operations reports and aggregate operational survey results for clients
As required, assist team members with client services processes and workflow
Client Consultation
Regularly analyze program performance in conjunction with client's goals to provide consultative advice regarding as health advocate services
Analyze program and recommend features which will ensure program meets client's objectives
Develop sales project plan which may include documenting recommendations including features, costs, and implementation timeframe
Communicate limitations and capabilities which includes an understanding of backend and online functions and how they apply to program
Act as liaison between internal and external technical departments, client, and assigned client representative, as necessary
Communicate and continually update client on timeframes, monitoring and ensuring all client deliverables are received on time and in proper order
Analyze problems, research and compile a list of alternative solutions, determine the best course of action and have the team implement as needed throughout the client life cycle
Investigate and resolve delivery/performance issues and advise management as to revenue risk
Client Relationships
Establish an excellent working relationship with clients, continuously striving to improve the business relationship and level of overall service West is providing
Proactively offer consultative advice to management, detailing how program may be enhanced
Ensure the unique needs of the client are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the client's expectations
Perform quality review of services provided
Review trends and customer complaints to evaluate efficiency of work flow and current methods and procedures
Identify trends indicating the need to revise existing methods and procedures
Problem Resolution
Proactively oversee the activities involved in quality resolution of problems related to area of responsibility
Respond with a sense of urgency to problems escalated to employee's level
Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
Place the highest priority on providing quality service by ensuring the unique needs of internal/external customers are met
Ensure quality resolution and thorough and accurate documentation of issues
Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
Participate in creating, administering, and continuously updating procedures for resolution of all related issues
Staff Assistance
Provide assistance to assigned co-workers ensuring adherence to departmental policies and procedures
Provide support by answering questions ensuring functions are efficiently performed in a quality-oriented manner
Provide assistance and guidance to co-workers on best approaches, practices, and lessons learned
Keep up-to-date on current workflow and department procedures in order to answer questions, provide work direction, or complete tasks
Train and mentor assigned co-workers, as necessary
Provide departmental support in problem resolution, ensuring issues are resolved in an accurate, timely, and professional manner
Assist staff in striving to ensure highest level of quality, responsive service possible is provided
May be required to support supervisor in responding to inquiries and conducting research and analysis
Team Interface/Customer Service
Establish and maintain a professional relationship with internal/external customers, team members and department contacts
Cooperate with team members to meet goals or complete tasks
Provide quality customer service that exceeds customer expectations and improves level of service being provided
Treat all internal/external customers, team members and department contacts with dignity/respect
Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
Mental and Physical Requirements-
This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers
The nature of the work in this position is sedentary and the incumbent will be sitting most of the time
Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day
Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day
Related Duties as Assigned -
The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
Consequently, job incumbents may be asked to perform other duties as required
Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
Please contact your local Employee Relations representative to request a review of any such accommodations
MINIMUM QUALIFICATIONS
Applicant for this job will be expected to meet the following minimum qualifications.
Education
High School Degree or GED required
Associate’s degree from an accredited college or university with major course work in business administration, liberal arts, public health, healthcare management, or a related field preferred
Experience
Minimum of 5 year’s customer facing, client service, sales, operations, benefit administration, project management, or account management experience required, preferably in a healthcare or call center based environment
Minimum 1 year of experience utilizing a client relationship management tool (e.g. Salesforce.com) is required
Minimum 1 year experience with database system and file transfers preferred
Previous experience working with health insurance plans including medical, dental, vision, group, private, and Medicare.
Other
Intermediate knowledge of Microsoft Word, Excel, and Outlook required
Based on program may need to be bilingual in English, Spanish, etc.
Travel up to 25% may be required
Company Overview
Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need.
Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need. Learn more
Health Advocate https://www.healthadvocate.com/site/
Facebook https://www.facebook.com/healthadvocateinc/
Video https://vimeo.com/386733264/eb447da080
Awards:
2025:
Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
2024:
Excellence in Customer Service Awards: Organization of the Year (Small)
Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)
2023:
National Customer Service Association All-Stars Award: Service Organization of the Year.
Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
2022:
Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
Excellence in Customer Service Awards: Organization of the Year (Small)
Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)
2021:
Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner
Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)
2020:
National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up
Communicator Award of Distinction: October 2019 Broker News
MarCom Awards: Gold, COVID Staycation Ideas brochure
MarCom Awards: Platinum, 2021 Well-being Calendar
Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)
VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)