Client Manager

Description

Location: This position is located at our Dublin, OH campus with hybrid flexibility.

We're on a mission to make healthcare simpler and more effective. We fight to ensure our members get the care they need, when they need it, at the most affordable cost - that's what makes us Healthcare Warriors™. If you'd like to join us, we'd love to talk to you - even if you don't match every single requirement.

The Client Manager (CM) is a relationship management and customer success role that provides direct support to the Client Engagement Group (CEG) by working with the Client Executive (CE) to ensure client and/or reseller partner satisfaction and retention of Quantum Health's clients and partners, ultimately contributing to member utilization, satisfaction, growth, and revenue. The Client Manager should have a deep understanding of the care coordination process, as they manage day-to-day client needs and expectations, directly offering support and escalating as necessary.

What you'll do

• Respond to complex inquiries, solve non-routine problems with a white-glove approach using autonomy and discretion to ensure client satisfaction with the services provided by our Care Coordinators and Clinical teams.
• Address and promote status and/or resolution of issues to clients, partners, benefit consultants, and other vendor partners in a thoughtful, professional and articulate manner.
• Collaborate with team/pod leadership, clinical team leads, IT, business intelligence, and other internal SMEs for resolution of client inquires, issues, and reporting requests.
• Partner with third-party vendors, including the Third Party Administrator (TPA), Pharmacy Benefit Managers (PBM), Stop-Loss carrier, and others, on behalf of the client/partner to gather or communicate information and /or resolve issues.
• Assist in the facilitation of standard client processes such as business reviews, annual renewals, communication strategies, and requests.
• Advise Client Executives of client/partner status and any opportunities for improved satisfaction and/or revenue generation.
• All other duties as assigned.

What you'll bring

• Education: High School Diploma or General Education Development (GED) equivalent required; Bachelor's degree preferred.
• Experience (Internal): 2+ years' experience as a Care Coordinator/Patient Service Representative or Account Coordinator/Account Manager and 1 year of experience interfacing directly with clients with healthcare organization representatives (HR, benefit consultants, third-party vendors, etc.)
• Experience (External): 2+ years' experience as an Account Coordinator/Account Manager/Customer Success Manager within a healthcare navigation/employee benefits or similar industry.
• Strong customer service skills with the ability to manage difficult internal and external conversations alike.
• Ability to research and determine root cause and analysis; facilitate prompt and effective resolution aligned with Quantum Health's business goals.
• Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently; working knowledge of Quantum Health proprietary technologies preferred.
• Trustworthy and accountable behavior, capable of viewing and maintaining confidential information daily.

What's in it for you

• Compensation: Competitive base pay, incentive plans and employee referral bonuses.
• Coverage: Health, vision and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.
• Retirement: 401(k) plan with up to 4% employer match and full vesting on day one.
• Balance: Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
• Development: Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.
• Culture: Recognition as a Best Place to Work for 15+ years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision.
• Environment: A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary and dry-cleaning services and more! Check out our home: https://youtu.be/xRnbvCW_YgA

What you should know

• Internal Associates: Already a Healthcare Warrior? Apply internally through Jobvite.
• Process: Application > Phone Screen > Online Assessment(s) > Interview(s) > Offer > Background Check
• Diversity, Equity and Inclusion: Quantum Health welcomes everyone. We value our diverse team and suppliers, we're committed to empowering our ERGs, and we're proud to be an equal opportunity employer.
• Agencies: Quantum Health does not accept unsolicited resumes or outreach from third-parties. Absent a signed MSA and request/approval from Talent Acquisition to submit candidates for a specific requisition, we will not approve payment to any third party.
• Sponsorship: Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.

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