Position: Client Manager
Location: Irving, TX
Reporting to: Director of Client Management
As a Client Manager, you will be responsible for account management, client relations, and customer service and support aspects of the assigned accounts in the market segment to achieve the goals and objectives identified by the Client and the company. Facilitates implementation and communication to ensure client needs are met in a timely, efficient manner using consistent processes and procedures as they relate to each target market.
Role & Responsibilities:
Responsible for the day-to-day account management for mid-to-large sized clients that are routine/moderately complex client accounts.
Ability to service the company’s clients effectively through problem-solving, appropriate confidentiality, diplomacy, sensitivity, and tactfulness
Responsible for sharing knowledge, providing instruction, and delegating tasks to the Producer Support Group, Call Center, and any team member not specifically identified
Develop service strategies to ensure client's needs and expectations are met
Assist in resolving complex client or producer issues
Support the adoption of practices to improve quality and consistency in the client experience
Establish and maintain relationships with clients, partners, and large agencies
Act as the primary contact with the Producer/Client
Maintain client files as per Department Guidelines
Oversee development and preparation of client presentation materials/all client deliverables
Communicate effectively and efficiently any program changes directly to the client
Research and answer questions regarding client programs, claims, billing, etc.
Demonstrate a proactive work style and not have to be asked or reminded of tasks.
Demonstrates a leadership role in all aspects of job performance both within the office as well as with clients.
Maintain and exhibit a positive, professional attitude in the performance of your job, and treat clients, prospects, vendors, and colleagues with courtesy and respect.
Qualifications:
High School Diploma or equivalent experience required.
Bachelor’s degree preferred
Minimum of 5 years experience in client relations, account management, or healthcare experience
Experience in health care or related industry highly preferred
Thorough knowledge of Microsoft Office Suite
Strong analytical skills and attention to detail as it relates to processes and procedures
Ability to use independent judgment and discretion to identify a resolution for system issues, process improvement, etc.
Excellent communication and interpersonal skills allowing you to interact effectively with clients, sales team members, operations, customer service, and other internal departments
Innovative, motivated, organized, high-energy team player
Capability to establish smooth working relationships, resolve interpersonal conflicts, correct misunderstandings or errors, and apply basic staff etiquette in dealing with others
Ability to explain complex information effectively to clients or staff members by phone and in writing
Ability to learn new procedures and adapt quickly to change in a fast-paced environment
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 essential functions. While performing the duties of this job, the employee is frequently required to stand; walk sit (considerable desk time); use hands to finger, handle, or feel; reach with hands and arms; climb or balance; repetitive keyboard motion and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee may occasionally be required to lift or move up to thirty-five pounds. Specific vision abilities required by this job include close vision, distant vision, and the ability to adjust focus.