Health Advocate

Client Service Manager

Health Advocate

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

SFDC

About the role

  • 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.
  • 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.
  • Review and interpret 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.
  • 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 to ensure problems and concerns are addressed in a timely manner and coordinate the efforts of 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.

Requirements

  • 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.
  • Minimum of 5 years 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.
  • 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.
Benefits
  • Health Advocate employees enjoy helping people every single day.
  • Employees are given the training they need to do their jobs well.
  • Employees work with supervisors and staff who are supportive and friendly.
  • Employees have room to grow, and many supervisors are promoted from within the company.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client relationship managementdata analysisproject managementbenefit administrationdatabase systemsfile transfersMicrosoft WordMicrosoft ExcelMicrosoft Outlook
Soft Skills
communicationclient serviceproblem-solvingorganizationalinterpersonalsalestimely follow-upproactivefacilitation