Client Experience Manager

Responsibilities

• Acts as the key point of contact for assigned health plans.
• Facilitates Health Plan meetings to address escalated issues.
• Tracks client issues that require research/investigation & coordination to reach resolutions.
• Collaborates with internal resources to resolve client issues.
• Uses data and facts to identify and solve a range of problems for assigned health plans.
• Delivers effective and time sensitive verbal and written communications to internal and external audiences.
• Assesses the needs of health plan partners and helps define and implement necessary changes to services/management processes.
• Partners with internal groups to ensure effective and efficient end-to-end problem-solving.
• Collaborates with matrix partners and other internal resources to resolve escalated, complex, and sensitive provider issues.
• Delivers effective verbal and written communications appropriate to internal and external audiences.
• Plan, coordinate, and host client and internal meetings.
• Regular cadence data and reporting responsibilities.

• Bachelor’s degree
• 2+ years relevant client management experience
• Experience in healthcare industry
• Demonstrated communication (oral and written) and presentation skills
• Strong organizational, prioritizing, and analytical skills and ability to multi-task
• Strong customer service focus
• Demonstrated ability to interact with other departments/teams to resolve issues
• Ability to independently manage timelines and meet tight client deadlines
• Experience using Microsoft Office Suite including Excel, PowerPoint, Outlook and Word
• Ability to work in a fast-paced and challenging environment while prioritizing multiple tasks with competing due dates