Skip to content
Manager – Client Support
| Company | Collective Health |
|---|
| Location | Lehi, UT, USA |
|---|
| Salary | $96300 – $120500 |
|---|
| Type | Full-Time |
|---|
| Degrees | |
|---|
| Experience Level | Senior |
|---|
Requirements
- 5-7 years of experience in operations or customer-facing roles in the health insurance industry
- 1-3 years managing direct reports
- Skilled at identifying process gaps, recommending improvements, and driving operational efficiencies
- Analytical mindset, able to use data to drive decision-making, identify areas for improvement, and provide actionable insights to leadership
- Comfortable working with a variety of tools, including Google Suite, Airtable, Zendesk, SmartSheets, and Looker, or quick to learn new systems
Responsibilities
- Manage and guide a team of Client Operations associates to deliver a best in class service to clients for small employee populations
- Set expectations with direct reports regarding their role in the client experience that empowers them to provide high-quality support
- Work closely with Account Executives and Account Directors, acting as the liaison between client-facing teams and internal operations
- Serve as a client facing resource as necessary to support the team during critical moments such as those needing escalation, Implementations, Annual Enrollment, and other key parts of the client journey
- Collaborate with internal teams across functions, such as claims processing, eligibility, and plan setup, to ensure alignment and drive efficient solutions for clients
- Lead efforts to continuously identify areas for process improvement and standardization across the book of business
- Monitor client performance metrics and team performance, identifying areas for improvement, and ensuring the timely and accurate turnaround of plan requests, product changes, and escalated issues
- Self-serve data and reporting related to client issues and inquiries
- Provide ongoing support, guidance, and training to your team
- Demonstrate the Collective Health Core Values
- Take responsibility for handling escalated issues from clients and ensure timely and effective resolution
Preferred Qualifications
- Strong focus on the customer experience and proactive in resolving client inquiries and issues before they escalate
- Thrive in a fast-paced, constantly changing environment and can adjust priorities based on evolving client needs and business demands
