Customer Outcomes Manager I

About the role

Demonstrates proactive ability to diagnose and fix root cause drivers of service problems. Develops and manages service plans in the most proactive and strategic manner possible. Proactively identifies potential service issues and takes steps to resolve those service issues that arise. Takes the lead on management of the integration of client’s and Roundstone’s internal organizations, with full responsibility for ensuring a smooth implementation that will be a building block to gaining the trust of employer groups. Educates customers on Roundstone-specific policies, product information, and procedures as well as industry issues and related current topics.

Responsibilities

• Understand the background of each employer group and advisor
• Collaborate to ensure a positive customer implementation onto the Roundstone/Bywater platform
• Timely and accurate issue resolution and management of potential escalations
• Collaborate with the CSI team to assure the employer’s health plan design is optimized
• Develop relationships with partnered vendors while conveying information, educating, and ensuring there is an understanding of any and all issues for all parties involved

Qualifications

• Commitment to continuous business improvement
• Ability to problem solve and communicate in a concise manner
• Ability to identify and solve for process improvement opportunities
• Ability to work closely with internal and external stakeholders
• Effective planning, organizational, and project management skills
• Ability to manage multiple projects and tasks effectively and efficiently
• Ability to work independently
• Detail-oriented
• Excellent analytical, and written and oral communication skills
• Proficient in all Microsoft desktop applications (Word, Excel, Project, PowerPoint, and Access)
• Bachelor's degree from an accredited college or university (preferred)
• Background in healthcare or insurance sales (strongly preferred)
• 3-5 years of insurance industry experience, working for an insurance company, wholesaler, managing general agent, or underwriter
• Customer service experience

Benefits

• Medical, dental, and vision benefits
• Annual bonus
• Parental leave
• Dependent care
• 100% 401(k) match up to max allowable
• PTO beginning on Day 1
• Tuition reimbursement
• Hybrid office schedule
• 401(k) plan with company match
• Employee Assistance Program
• On-site gym with personal trainer access
• Life insurance and short-term disability insurance

Headquartered in Rocky River, Ohio, Roundstone is proud to be a Northeast Ohio Top Workplace, as recognized by The Plain Dealer and cleveland.com, based on anonymous employee feedback. We foster a supportive, values-driven culture where employees feel engaged, valued, and celebrated. Roundstone has also been named an Inc. 5000 award recipient for eight consecutive years, reflecting our continued growth and success.