Manager, Client Services-1

Position Overview:  

At Zelis, being a Manager of Client Services, you will play a key role in both team and client goals/objectives. You will establish internal help desk performance metrics for the team to drive customer satisfaction & provide guidance, training, and feedback for continued team growth. You will also play a key role in client initiatives and escalations with a focus on continuing to build client relationships the team has established. The Client Services team at Zelis is responsible for ensuring our clients have a direct point of contact for any questions they may have about any Zelis products. The team supports a variety of different product offerings but also helps clients achieve a sense of partnership by bridging any gaps.  

Objectives and Responsibilities:  

• Managing and directing team of Client Service representatives 

• Drives pay adjustments, assess performance for team members, and other people decisions. 

• Creating and maintaining both internal and external training documentation for the team and clients to reference 

• Building consistent processes the team can follow to ensure clients are receiving the highest level of service 

• Ensuring client coverage is facilitated during peak holiday and vacation times 

• Tracking help desk ticket volumes, aging, status, and trends to help improve the client experience  

• May be responsible for tracking and following client specific SLA’s and ticketing requirements  

• Collaborating with other teams in Zelis or external partners to ensure clients are receiving a wholistic “One Zelis” user experience 

• Serve as a point of escalation for both internal and external issues affecting clients or the team as a whole   

• Promotes diversity, inclusion and wellness with team members 

What You Will bring: 

• 3-4 years of management experience 

• Bachelor’s degree preferred 

• General understanding of Medicare pricing/reimbursement an editing 

• Ability to build and cultivate relationships & trust with internal and external partners 

• Strong communication skills 

• Ability to solve complex issues and find multiple solutions for a singular problem 

• Outstanding ability to manage and prioritize multiple tasks 

• Ability to work under pressure and meet deadlines 

• Demonstrate ability to lead a team, which may include nuances such as coaching, career development, performance management, etc.  

• Experience with Microsoft applications, JIRA, Visium (preferred)  

Location and Workplace Flexibility: We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a h