Senior Client Operations Manager

About the role

At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design. Our company mission is to transform people’s healthcare experience from confusing and complicated to empowering and trustworthy. As a Senior Client Operations Manager, you’ll be a key member of the Client Success team, instrumental in building strong partnerships with our clients that 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 relationships with clients, focusing on day-to-day issues. You’ll collaborate with internal teams to drive a great employer experience and work on projects that enhance team effectiveness and elevate client success as a driver of Collective Health’s success.

Responsibilities

• Support an assigned book of business by providing strong day-to-day service that focuses on clients’ needs and issues as they arise.
• Handle administrative tasks required on a daily, weekly, or monthly basis (invoicing, deliverables, reporting, issues log maintenance, etc.).
• Develop processes and improvements to help the team be more effective, either internally or with clients.
• Build client relationships that lead to long-term partnerships; maintain close contact with client ‘users’ and ‘key players’ to solidify rapport.
• Represent the voice of the client internally to ensure products and services meet their needs.
• Create a foundation of trust by being accessible, responsive, and following up on issues; deliver timely and accurate answers to questions.
• Facilitate regular discussions with clients to address urgent or escalated issues, requests, and asks quickly and effectively.
• Partner and collaborate with internal teams to produce needed outcomes, such as solving problems, enhancing product features, or providing client training on billing, claims, and service processes.
• Understand employer reports and provide analytic support and insights.
• Proactively review performance metrics to ensure client expectations and SLAs are met; notify leadership immediately when there is a risk.
• Partner closely with the Client Support team to service clients day-to-day and resolve issues.
• Help own the client relationship, including de-escalating concerns wherever possible.
• Track and monitor all client requests and issues to ensure quick resolution and identify trends or patterns.
• Monitor and track all client SLAs and provide regular reporting and data to the leadership team.
• Lead and manage a small team of Client Success Associates.

Requirements

• 5 years of account management experience within the healthcare industry.
• Excellent communication and project management skills.
• Strong problem-solving skills.
• Proven ability to develop strong working relationships and ensure healthy long-term partnerships.
• Ability to analyze and interpret data.
• Work autonomously and at a rapid pace within a changing environment.

Skills

• 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.
• Self-motivated and able to work autonomously.
• Ability to create and develop relationships both internally and externally.

Schedule

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. Travel up to 10% may be required.

Pay

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity.

• San Francisco, CA Pay Range: $96,000 USD - $120,000 USD
• Lehi, UT Pay Range: $76,800 USD - $96,000 USD
• Plano, TX Pay Range: $84,480 USD - $105,600 USD

In addition to the salary, you will be eligible for 65,000 stock options.

Benefits

• Health insurance
• 401k
• Paid time off
• Opportunities for professional development through internal mobility, mentorship programs, and tailored courses.
• Flexible work arrangements and a supportive work-life balance.

Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.