Client Services Representative

• To determine account management strategies related to managed care client service plans; to be responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business.
• To provide managed care program management for jumbo clients requiring dedicated staff, multiple offices and complex service models; and to oversee the work of other local Client Services staff.
• Provides stewardship reporting to clients; identifying and educating clients on managed care issues and trends impacting programs.
• Conducts pre-renewal visits reviewing client loss experience and general company performance.
• Reviews and identifies areas of potential dissatisfaction prior to renewal meetings.
• Performs client renewal, contract revision, and Client Service Instruction preparation for complex programs.
• Negotiates changes or improvements to service plan.
• Facilitates the reduction of process barriers, technology constraints, or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations and business development.
• Coordinates client invoicing, audits and accounts receivable follow up for assigned clients.
• Resolves all major customer service issues.
• Identifies and solicits cross-selling opportunities.
• Participates in local insurance community through advanced education and affiliation memberships.
• Supervises and directs personnel assigned to programs requiring multiple Account Representatives.
• Ensures compliance with all applicable Quality initiatives.

Director – Client Services

Client Support Coordinator I

Manager, Client Service

Senior Executive, Client Services

Client Services Manager

Client Services Manager