Client Services Manager III-Clinical (Remote)

American Specialty Health Incorporated is seeking a Manager III, Client Services-Clinical to join our Client Services – Clinical department. This position will serve as primary contact to designated clients and to provide exemplary customer service that results in client retention and satisfaction.

Remote Worker Considerations:

Candidates who are selected for this position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This remote/WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed. 100 down/20 up is recommended to support higher quality video meetings).  

Responsibilities

• Handles service activities to support existing client relationships and implement new programs.
• Acts as primary contact and client advocate with extensive knowledge and experience on behalf of ASH with assigned clients and accounts.
• Serves as the primary source of knowledge regarding assigned client relationships and programs.
• Works autonomously to lead the implementation process and/or provide day to day service for moderately complex programs.
• Accepts and/or returns phone calls from clients within the same business day of receipt, Monday through Friday, 8 A.M. to 5 P.M PST.
• At a minimum, acknowledges receipt of emails from clients within 24 hours of receipt.
• Creates and distributes routine status reports and/or implementation work plans to internal and external clients.
• Routinely coordinates efforts to ensure client expectations and deadlines are met.
• Keeps department executives abreast of issues related to assigned accounts on a routine basis.
• Seeks support from and provides client updates at Key Process Team (KPT) meetings as appropriate.
• Communicates with department executive and members of the Executive Management Team on high level issues to ensure appropriate response and resolution.
• Maintains timely and accurate documentation of client interactions, activities, processes, and issue resolution; ensures meeting minutes and action items are prepared and documented within two days of a client meeting. Upon implementation of the CRM, tracks and documents client issues in the CRM.
• Utilizes and directs support staff with facilitation of administrative activities and servicing issues.
• Establishes and maintains positive professional relationships with internal and external customers.
• Interfaces with ASH staff to resolve issues, answer questions and triage responses.
• Proactively engages internal customers and subject matter experts to effectively manage internal and external customer expectations.
• Actively participates in collaborative team environment to support development of Client Services Manager I’s and II’s.
• Provides training support as needed and requested by Client Services leadership.
• Full understanding of ASH business practices, organizational infrastructure, operating procedures and committee/workgroups related to client business activity.
• Can carry out assignments as delegated to represent Sr. Manager of Client Services in their absence for clients and internal stakeholders.
• Routinely engages client contacts to provide proactive service and actively assess client status, concerns and expectations.
• Coordinates Performance Standard and/or Joint Operational Committee Meetings with clients and provides client support for operational trainings and delegation audits.
• Handles necessary administrative duties to properly support, implement or renew health plan accounts.
• Complete understanding of client business arrangements, regulatory assessment, contractual obligations/set-up, performance results and reporting.
• Can independently oversee all aspects of client implementations and ongoing client management activities with limited direction from Sr. Manager, Client Services.
• Acts as a back-up fo