Manager, Client Services

Manager, Client Services

The Manager, Client Services, is responsible for day-to-day operational oversight of Client Services with direct leadership of department Team Leads and Mentors. This role partners closely with the Senior Manager, Client Services and Operations Director to ensure overall department and business success. The successful candidate will ensure that employee satisfaction is the top priority, balancing business objectives with a positive work environment. This leader must create an employee environment in alignment with the RxBenefits culture, balancing organizational performance with an employee centric environment.

Client Services is responsible for assisting clients, brokers, medical vendors, account management, and other internal departments with researching, data entry tasks, understanding and explaining plan benefits, etc. Our primary focus is on member specific related issues at a client level to identify any plan design errors and to help guide clients to a better understanding of how their plan works. Client Services use multiple systems to perform these duties, creating a complex working environment that requires a continuous eye on improvement opportunities through the lens of staff and customers.

In alignment with the RxBenefits values, the Manager will collaborate across work units to ensure Client Services staff have the information, employee resources, and technology to be as effective and efficient as possible. Proactively building partnerships within and outside of the department is a critical success factor. In addition to these partnerships, the Manager will use data to monitor key performance metrics, assist with developing strategic plans, and to identify root causes of issues.

Essential Job Responsibilities Include:

• Supervises, plan, forecast and manages functions related to Client Service work area. Oversees and directs the day-to-day activities of Client Service Associates.
• Manages, analyzes, improves, and maintains service procedures, policies, goals, and standards that align with service and employee experience goals.
• Develops and maintains deep system and process knowledge to effectively understand and respond to department needs.
• Establish processes for new products and services.
• Serve as the department subject matter expert, voice of the staff, and voice of the customer.
• Provide leadership, development, and coaching to staff that provides an engaging and supportive environment; build and maintain success plans across roles.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
• Prepare call center performance reports/ status updates for the department and senior leaders by collecting, analyzing, and summarizing data and trends in a way that is meaningful and tells a compelling story.
• Model the organizational culture and values including transparent reflection and celebrations.
• Oversees hiring of Client Service Associates, Mentors, Eligibility Specialist Case Managers, etc.
• Ensures effective training, ongoing monitoring of QA and Performance evaluations.
• Contributes to disciplinary actions of Client Services Associates.
• De-escalate and resolve manger level client escalations and complaints and provide guidance and feedback to staff as needed.
• Acts as a source of information and answers Team Lead questions, assigns tasks, follows up and gives instructions as necessary to ensure proper guidance and feedback.
• Develops and performs ongoing reinforcement to keep staff motivated and optimize performance.
• Perform other related duties incidental to the work described herein.

Required Skills/Experience Include:

• Bachelor's Degree or equivalent work experience required.
• Minimum 5 years leadership in pharmacy benefit or health insurance industry experience required.
• Proven experience in leadership of more than 10 direct reports with having led other leaders.
• Strategic thinker with strong analytical skills; ability to utilize data to drive effectiveness.
• Experience delivering results in an engaging, virtual team environment.
• Proven track record of success in leading & developing leaders.
• Exceptional verbal & written communication skills.
• Exceptional response timing skills.
• Exceptional working knowledge of MS Office, specifically excel and PowerPoint.
• Excellent time management, planning, organizing, and prioritizing skills.
• Team-oriented, self-motivated, performance-driven
• Business acumen to support senior leaders.
• Must be non-biased and confidential in all work activities.
• Outstanding communication and negotiation abilities.
• Ability to work in a fast-paced environment with targeted deadlines.
• Willingness to travel.
• Able to be available for all hours of operation should issues arise.