Sr. Client Manager

Vitori Health; Leawood (KS); On-site; USD 80,000 - 120,000; Full time

Job summary

An innovative firm is seeking a Senior Client Manager to drive client satisfaction and retention in the health services sector. This role involves managing client accounts, implementing health plan strategies, and ensuring high-quality service delivery. The ideal candidate will possess strong client service and communication skills, with a focus on problem-solving and relationship management. Join a dynamic team where your expertise will contribute to enhancing client experiences and achieving business objectives. If you're a motivated self-starter looking to make a significant impact, this opportunity is for you.

Qualifications

• 5+ years in benefits or similar role with account management experience.
• Strong interpersonal skills and ability to manage multiple priorities.

Responsibilities

• Serve as primary account lead ensuring client satisfaction.
• Oversee strategy implementation and manage client engagements.
• Prepare reports and communicate trends to clients.

Skills

Client Service Skills

Written Communication

Verbal Communication

Problem-Solving Skills

Time Management

Education

Bachelor's Degree

Experience in Health Plans

Job description

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The Senior Client Manager is responsible for managing client accounts, identifying and executing health plan strategies, and ensuring quality delivery of services to the client. This individual will be responsible in achieving success in revenue retention.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Serve as client’s primary account lead, ensuring excellent customer service and client satisfaction to nurture long-term relationships

• Oversee strategy and implementation
• Guide client action plan
• Act as the day-to-day point of contact for all assigned clients to ensure the delivery of quality services
• Manage the tactical aspects of client engagements and escalation management for large and complex clients
• Coordinate and manage supplier delivery to clients
• Executive performance management, ensuring both parties meet their obligations in order to deliver objectives required in contract
• Oversee client onboarding and supplier implementation for clients’ health plan
• Respond to clients’ need via email, in-person meeting, web meetings or phone
• Prepare and present client facing documents as needed
• Ensure client reporting is completed in a timely manner and provides the type and level of information needed for quality decision making
• Identify trends and prepare reporting and recommended approach to communicate successes or remediate when needed
• Work with Manger, Member Experience to identify opportunities for technological enhancements or ways to leverage available technology
• Support training and onboarding of new hires
• Potential for Client Services Associate level supervisory responsibilities to include: mentoring, coaching, training, goal setting and remediation
• Expand benefit knowledge and skills by participating in thought leadership and/or deepening specialized knowledge about topics including, but not limited to, healthcare, health plans, benefit plans, ERISA, healthcare compliance, etc.

QUALIFICATIONS:

This Senior Client Manager must be highly motivated and a self-starter. This individual needs to possess strong client service skills, excellent written and verbal communication skills, strong inter-personal and problem-solving skills, and be detail oriented. The individual must be able to manage time-sensitive projects and multiple priorities. To perform the position, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND/OR EXPERIENCE:

It is required that individuals have completed a bachelor’s degree or demonstrate relevant work experience. Prior experience with health plans, benefit plans, and/or healthcare required.

Individuals should have a minimum of five years working in a benefits or similar capacity where experience included account management, leading and managing in a team-based environment, and managing relationships with various partners in the benefits industry.

CERTIFICATIONS/LICENSURE/REGISTRATIONS:

Preference will be given to individuals who have completed the CEBS (Certified Employee Benefits Specialist) or have obtained their life and health insurance license.

COMPETENCIES:

The Senior Client Manager should continue to develop the following competencies with an attitude of being a lifelong learner in the fields of employee benefits, insurance and business:

Client and Personal Service — Knowledge of principles and processes for providing client and personal services. This includes client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.

Developing Objectives and Strategies — Establishing long-range objectives and specifying the strategies and actions to achieve them.

Fluency of Ideas — The ability to come up with several ideas about a topic (the number of ideas is important, not their quality, correctness, and creativity).

Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling services. This includes sales strategy and tactics, services demonstration, and proposal writing.

Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Systems Analysis — Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

Systems Evaluation — Identifying measures and indicators of system performance and the actions needed to improve and correct performance, relative to the goals of the system.

Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others and maintaining them over time.

Communicating with Internal and External Partners — Providing information to partners within and outside the organization by telephone, in written form, e-mail, and in person.

Risk Management Operations— Knowledge of risk management functions, processes, partners, quality control, costs, and other techniques for maximizing the effective delivery of services.

Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, and coordination of people and resources.

Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members.

Law and Government — Knowledge of laws, legal codes, and government regulations.

Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events and processes comply with laws, regulations, and standards.

Organization – Prioritizing workflows based upon client needs, deadlines (internal and external) and available resources; being capable of managing multiple projects at one time.

Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions and approaches to problems.

Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Analyzing Data or Information — Identifying the underlying principles, reasons, and facts of information by breaking down information and data into separate parts.

Inductive Reasoning — The ability to combine pieces of information to form general rules and conclusions (includes finding a relationship among seemingly unrelated events).

Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.

Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.

Written Expression — The ability to communicate information and ideas in writing so others will understand.

Written Comprehension — The ability to read and understand information and ideas presented in writing.

Oral Expression — The ability to communicate information and ideas verbally so others will understand.

Oral Comprehension — The ability to listen to and understand information and ideas presented verbally.

Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.

Monitoring — Monitoring/Assessing performance of yourself, other individuals, and organizations to make improvements and take corrective action.

Mathematics — Knowledge of arithmetic, algebra, statistics, and their applications.

Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences and similarities, and detecting changes in circumstances and events.

Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, use hands and fingers, talk, and hear. The employee is frequently required to sit and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move 25 pounds or more. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Regular travel, of approximately 10-20% by car and airplane may be required. The employee will occasionally tour client facilities that may be inside or outside and where climbing may be required, temperatures may be extreme, and dirt, vibration, and noise levels may be high.

ADDITIONAL COMMENTS:

This job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Vitori Health LLC. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder’s responsibility.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Health and Human Services

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