Senior Client Operations Manager

Our company mission is to transform people’s healthcare experience from confusing and complicated to empowering and trustworthy. Likewise, for the leading employers we work with, we are trusted partners in helping them deliver superior value on their healthcare spend—often the second highest line item in their budget. We believe the experiences we deliver to our members and clients are a differentiated part of our product offering. We are looking for a Client Operations Manager to continue to develop and measure the employer experience delivered by our Client Success team.

As a Senior Client Operations Manager at Collective Health, you’ll be a key member of the Client Success team where you’ll be instrumental in building strong partnerships with our clients that will lead to long lasting relationships. You'll join an incredible team of people who have worked in many facets of healthcare, from traditional health plans and consulting to niche point solutions and provider systems.  Working directly with our Account Executives, you’ll manage our relationships with clients, focusing on issues that come up day-to-day. We’ll count on you to collaborate with our internal teams to make things happen on behalf of your clients so you drive a great employer experience. And there are many projects that you’ll have a chance to work on that will make us more effective as a team, and that will elevate the importance of our clients’ success as a driver of the success of Collective Health.

What you'll do:

• Support an assigned book of business by providing strong day-to-day service that focuses on our clients’ needs and issues as they arise  
• Focus on all administrative tasks especially those required on a daily, weekly or monthly basis (invoicing, deliverables, reporting, issues log maintenance, etc)
• Develop processes and improvements that will help our team be more effective, either internally or with our clients
• Build client relationships that will lead to long term partnerships; work closely with and stay in close contact with client ‘users’ and ‘key players’ to maintain solid client rapport
• Represent the voice of our client internally to ensure we deliver products and services that meet their needs
• Create a foundation of trust and confidence in our clients by executing on the simple things that matter a lot: being accessible and responsive; following up on issues; and keeping promises for delivering timely and accurate answers to questions
• Hold and facilitate regular discussions with clients to address urgent or escalated issues, requests, and/or asks quickly and effectively
• Partner and collaborate with internal teams to produce the outcomes needed, whether it’s solving a problem, enhancing a product feature, or providing training to clients on specifics such as billing, claims and service processes
• Understand our employer reports and learn how to provide analytic support and insights
• Proactively review performance metrics to ensure all client expectations and SLAs are being met; notifying leadership immediately when there is a risk
• Partner closely with your Client Support team to service our clients day-to-day and resolve any issues that may come up
• Help own the client relationship, including de-escalating concerns wherever possible
• Track and monitor all client requests and/or issues in order to ensure quick resolution (along with helping to identify trends or patterns in the issues being tracked)
• Monitor and track all client SLAs and provide regular reporting and data to leadership team
• Lead and manage a small team of Client Success Associates

To be successful in this role, you'll need:

• 5 years account management experience within the healthcare industry
• Excellent communication and project management skills
• Excellent problem solving skills
• Possesses excellent client relationship management and rapport building skills
• Ability to analyze and interpret data
• Work autonomously and at a rapid pace, within a changing environment
• Demonstrated ability to develop strong working relationships and ensure healthy long term partnerships

Required Skills/Abilities:

• Excellent client relationship and process management skills
• Analytical and critical thinking skills
• Attention to detail and accuracy; strong organizational skills
• Excellent writing, communication, presentation, and interpersonal skills
• Ability to organize and prioritize multiple issues, activities, and deadlines
• Ability to track, monitor and measure results
• Must be self-motivated and able to work autonomously
• Ability to create and develop relationships both internally and externally
• Travel up to 10% may be required

Pay Transparency Statement

This is a hybrid position based out of one of our offices: San Francisco, CA, Plano, TX, or Lehi, UT. Hybrid employees are expected to be in the office two days per week. #LI-hybrid

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for 65,000 stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.