Hybrid Manager, Client Services

at Zelis

• Job title: Manager, Client Services
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $79,000 - $105,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, United States

About the role

• Manager of Client Services overseeing CSS operations and building client relationships at Zelis. Responsible for team management, KPI reporting, and addressing client issues efficiently.

Responsibilities

• Provide direction to the CSS Supervisors and Senior CSS for reviewing: New CSS Employee communication
• Request Tracker and OnBase inquiry aging items weekly for new team members to ensure items are worked timely and consistently
• CSS training needs for CSS team members, new or tenured
• Weekly review of Zelis platform reports, identifying aged items and trends with clients and/or internal teams
• Escalation point of contact for clients and internal department heads regarding CSS or claim related issues
• Work closely with Account Management on any client related issues
• Manage the daily, weekly, and monthly KPI reporting
• Monitor inventory turnaround to ensure timely processing of claims
• Oversee day-to-day workflows of CSS Supervisors and CSS Team
• Update and maintain Standard Operating Procedures (SOPs), identify gaps, and adjust as needed
• Conduct department and employee 1x1 meetings
• Identify efficiencies and improve processes
• Work closely with CSS Director on department or enterprise projects impacting the team
• Work closely with P&C on recruiting efforts relating to hiring needs within the CS department
• Identifies and communicates professional development needs and opportunities for CSS Team

Requirements

• 5-8 years of medical claims or customer service experience
• 3-5 years of experience managing a staff of 8+ within Claims Operations
• Excellent organizational skills are required to prioritize responsibilities, thus completing work in a timely fashion
• Expertise in both fully insured and self-insured market segments
• Ability to communicate articulately via telephone and email
• Must maintain a professional demeanor in sensitive situations
• Proficient knowledge of Microsoft Outlook, Word, and Excel
• Detail-oriented and able to work in a fast-paced environment

Benefits

• 401k plan with employer match
• Flexible paid time off
• Holidays
• Parental leaves
• Life and disability insurance
• Health benefits including medical, dental, vision, and prescription drug coverage