Sr Client Success Manager

Carenet Health; San Antonio (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Carenet Health is seeking a client relationship professional to manage a portfolio of health plans, providers, and members onsite in San Antonio. You will act as the primary contact, drive implementation and ongoing support, and partner with internal teams to ensure contractual obligations are met and revenue grows.

Applicants should have a bachelor’s degree or 5+ years of relevant experience, strong communication, and proven ability to lead cross-functional initiatives, negotiate effectively,

Qualifications

• Bachelor's degree or 5+ years of relevant experience and/or training; or equivalent combination of education and experience.
• Understanding of the healthcare industry (Health Insurance, Health Benefits, Managed Care and/or Tele-health concepts).
• Understanding of contact center mechanics and multi-million dollar accounts management.
• Excellent client focus and advocacy.
• Strong customer-facing skills and professional demeanor.
• Ability to present information to groups of managers, clients, and the public.
• Excellent verbal and written communication and interpersonal skills.
• Ability to translate technical information into common terminology.
• Strong analytical, problem solving and process improvement skills.
• Ability to work under pressure and balance multiple tasks.
• Ability to collaborate across departments and with cross-cultural teams.
• Ownership mindset to drive projects to completion.
• Attention to detail and sense of urgency in deadlines.
• Ability to evaluate customer needs with business acumen.
• Proficiency in Word Processing, Spreadsheets, Email, databases, and Internet software.
• Excellent time and project management skills.

Responsibilities

• Proactively service assigned clients by building excellent relationships with large accounts.
• Serve as primary day-to-day contact for assigned clients.
• Oversee implementation, maintenance, and management of solutions for assigned clients.
• Build and strengthen relationships to retain and increase revenue; pursue expansion opportunities.
• Maintain knowledge of solutions and ensure they meet client needs and contracts.
• Plan, organize, and manage information/resources for client requests and requirements.
• Track KPIs and develop customized solutions; drive continuous improvement.
• Ensure timely follow-up on issues and client requests.
• Coordinate with staff/departments to meet client requirements.
• Identify, measure, and report data trends to interpret performance.
• Communicate risks or opportunities to leadership to optimize effectiveness.
• Review contracts and establish operating procedures to meet requirements.
• Escalate issues not meeting expectations for engagement/resolution.
• Lead KPI discussions and participate in rate/contract negotiations.
• Collaborate to develop/maintain client documentation, QA/testing standards, and SOPs.
• Develop project plans for new program setup and account maintenance with stakeholders.
• Participate in complex negotiations and RFPs with clients.
• Lead simple contract negotiations (price changes) when needed.
• Manage projects with timelines, client contact, and reporting.
• Coordinate client meetings; deliver presentations and trainings.
• Provide training and direction to team members as assigned.
• Perform reporting, meetings, revenue forecasting, and admin tasks.
• Ensure solutions meet client needs and promote renewal through onsite or virtual visits.

Skills

Client relationship

Communication skills

Problem solving

Cross-functional

Attention to detail

Project management

Education

Bachelor's degree or 5+ years experience

Job description

Responsible for a portfolio of clients that may include health plans, providers, and their members. Build strong client relationships that create a favorable opinion of the organization that create Carenet promoters within the client community.

Cultivate organic opportunities and growth in portfolio. Successfully coordinate efforts of both internal and external departments. Respond to the needs of a 24-hour/7-day-a-week organization.

WORK SET UP: ONSITE - SAN ANTONIO, TX

Responsibilities

• Proactively services the needs of assigned client base by building excellent working relationships. Primarily handles

large accounts.

• Acts as the primary day-to-day point of contact for assigned clients.
• Responsible for implementation, ongoing maintenance, and management of implemented solutions of assigned

clients and/or programs. Continuously strive to improve assigned programs efficiencies and effectiveness.

• Build and strengthen relationships with assigned clients to retain and increase revenue. Pursues relationships with potential new contacts and seeks business expansion opportunities with current clients.
• Continue to develop a well-versed knowledge of solutions being offered and ensures that solutions consistently meet client needs and contractual obligations.
• Performs all aspects of program planning, organizing, and managing information and resources to deliver successful management of client requests and requirements.
• Tracks and analyzes critical success metrics/KPI expectations established by clients to develop customized solutions, provide continuous improvement upon program performance, and produce a seamless member experience.
• Ensure timely follow-through on resolution of issues and client requests.
• Ensure consistent communication with necessary staff or departments regarding client requirements
• Identify, measure, and report data trending and analysis to provide consistent interpretation of program performance and suggestions to enhance performance.
• Monitors, identifies, and communicates risks or opportunities to leadership and/or supporting department(s) to provide feedback around processes and to optimize effectiveness regarding assigned clients.
• Reviews contractual agreements and establishes operating procedures designed to achieve client requirements.
• Escalates issues that do not meet client expectations for engagement and resolution.
• Lead discussions and negotiations on established KPIs and participates with leadership in rate and contractual negotiations
• Collaborates with partners to develop, define, implement and maintain internal and external client documentation, compliance and quality testing approaches, standard operating procedures, quality assurance protocols/standards, as well as compliance with policies, procedures and standards for products and services. In addition, documents and deploys regulatory updates and program changes.
• Develops project planning and coordinates the completion of all new program set-up and account maintenance activities with necessary staff or departments, including the definition, establishment and tracking of critical success metrics.
• Participates in complex negotiations and requests for proposals with clients.
• Leads simple contractual negotiations (i.e. simple price increases or decreases) independently.
• Manages projects/matters of complexity including but not limited to timelines, client contact, report analysis, and interaction and coordination with departments.
• Coordinate and lead client meetings and conference calls, create and deliver presentations, and participate in training seminars and/or tradeshows
• Provide training, support, and direction to team members and/or serve as project lead, as assigned
• Perform reporting, monitoring, client meetings, presentations, revenue forecasting, project support and administrative tasks.
• Ensures solutions not only meet client needs but can communicate the value proposition of the solution. Engaged with client through onsite visits or virtual visits to ensure client satisfaction and to promote ongoing contract renewal.

Qualifications

• Bachelor's degree (B. A.) from four-year College or university; or minimum 5 years of relevant experience and/or training; or equivalent combination of education and experience.
• An understanding of the healthcare industry (Health Insurance, Health Benefits, Managed Care and/or Tele-health concepts). An understanding of the mechanics of a contact center business. Experience managing multi-milliondollar accounts.
• Excellent client focus and advocacy.
• Strong customer facing skills; demonstrates a highly professional demeanor. Is at ease communicating with client POC and other client stakeholders. Recognized as a valuable partner.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Excellent verbal and written communication and interpersonal skills
• Ability to interpret technical information and translate into common terminology
• Strong critical thinking, analytical, problem solving, attention to detail and process improvement skills
• Ability to work well under pressure, to handle crisis situations, and balance several tasks simultaneously
• Ability to effectively communicate with a cross-cultural workforce and client base.
• Ability to work collaboratively across different departments, functions, and environments
• Ability to take ownership of projects to drive to successful completion
• Keen attention to detail able to perform with a sense of urgency and adherence to deadlines
• Ability to evaluate customer needs with a high level of business acumen
• Word Processing, Spreadsheets, E-mail, database software, and Internet software.
• Excellent time and project management skills.