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Key Responsibilities:
Team Leadership & Development
o Lead, mentor, and develop a team of Client Service Managers
o Set team goals and objectives aligned with organizational priorities, ensuring maximum membership retention and growth
o Foster a collaborative and client-focused culture while providing ongoing coaching and professional development opportunities
Client Relationship Management
o Manage client accounts to ensure exceptional service and satisfaction
o Representing Hometown Health in public settings to grow and retain self-funded membership
o Function as the executive point of contact for high-profile self-funded clients, ensuring their needs are proactively addressed
o Oversee client retention strategies, resolving escalated issues effectively and fostering trust
o Develop and execute strategic account plans to enhance client satisfaction and loyalty
Operational Excellence
o Collaborate with key client executives and internal teams to ensure operational excellence
o Ensure timely delivery of client services, including reporting, benefit administration, compliance updates, and issue resolution
o Collaborate with internal departments (e.g., claims, health utilization management, IT, and network management) to streamline operations and optimize client outcomes
o Monitor and improve processes to meet or exceed service-level agreements (SLAs) and key performance indicators (KPIs)
Strategic Planning & Growth
o Partner with sales and business development teams to identify opportunities for expanded service offerings
o Provide insights into market trends and client feedback to inform product development and organizational strategy
o Represent the organization at client meetings, and other external events
Compliance & Risk Management
o Stay current with industry regulations and ensure client compliance with all relevant laws, including, but not limited to ERISA and HIPAA
o Monitor and mitigate risks associated with client accounts, escalating issues as necessary to senior leadership
Skills & Competencies:
o Exceptional leadership and interpersonal skills with the ability to inspire and manage a team
o Strategic thinking with a client-focused mindset
o Excellent verbal and written communication skills, including presentation and negotiation abilities
o Analytical problem-solving skills with a proactive approach to issue resolution
o Strong verbal and written communication skills
o Excellent client service orientation with a proactive and solutions-driven approach
o Exceptional organizational and time management skills
o Advanced Excel skills for data summarization and analysis
o Proficiency in Microsoft Office Suite including Word, PowerPoint, and Outlook
o Strong analytical and presentation skills
o Capability to manage multiple tasks and adapt to changing priorities
o Attention to detail and ability to review work thoroughly
o Proficiency in healthcare technology platforms and CRM systems
This position does not provide patient care.
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