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Sr. BA/Jr. PM-Fort Lauderdale in Fort Lauderdale, FL at SNI Technology

Date Posted: 10/1/2020

Job Snapshot

Job Description


The Client Services Manager is responsible for the relationships between business and its clients, and plays a key role in developing, enhancing, and maintaining the relationships. This includes providing support in the identification/onboarding of new clients as part of business development, marketing, and implementation efforts, as well as serving as the primary liaison between existing clients and our internal departments.


In support of these goals, the Client Services Manager is expected to be an advanced subject matter expert and resource in Medicare guidance and processes, systems, processes and structure, and client expectations to ensure company is delivering services and solutions that achieve the goals of the client.

KEY DUTIES/RESPONSIBILITIES:

  • Serve as the primary point of contact for client(s) (business segment(s) and client(s) as assigned)
  • Liaise with internal departments to ensure client needs are fulfilled effectively
  • Investigate and respond to client inquiries with timely and accurate delivery of resolutions and responses, and resolve escalated client problems or disputes in a professional manner
  • Lead internal departments on incident reporting, including business impact analysis, resolution and root cause analysis in support of contractual commitments and corrective action plans (CAPs)
  • Lead and facilitate regular meetings and other touchpoints with client and internal departments
  • Conduct monthly, quarterly and/or annual business reviews to ensure client satisfaction with the services provided
  • Prepare reports, presentations, change orders, and other deliverables as requested by clients and management
  • Identify improvement opportunities and work cross-functionally to drive process enhancements in order to deliver best in class service to clients
  • Assist in the training of new team members
  • Assist in the development and maintenance of department policies and procedures, and the implementation of department tools to improve client experience and overall satisfaction


REQUIREMENTS:

  • Thorough understanding of the operational framework and compliance requirements of the Medicare Part D business, including enrollment, billing, fulfillment, call center, grievance and appeals
  • Advanced comfort level with technology and an aptitude for learning new software
  • Excellent written, verbal and interpersonal communication skills, and the ability to anticipate the needs of customers
  • Ability to communicate across all levels of an organization, including senior leaders and C-suite executives
  • Skilled in dealing politely, tactfully and firmly with a wide range of people and personalities
  • Excellent documentation skills and a strong attention to detail
  • Excellent problem-solving skills, including the ability apply critical thinking to define problems, establish facts, and draw valid conclusions
  • Ability to read and interpret documents, including but not limited to contracts, standard operating procedure manuals, and policies and procedures
  • Ability to work independently with minimal supervision, in a fast-paced environment with potential interruptions
  • Ability to manage small, medium, and large-scale projects while adhering to strict deadlines
  • Strong presentation skills, including the ability to effectively present information in one-on-one and group settings to clients and other internal departments


EDUCATION/EXPERIENCE:

  • Bachelor's Degree or related qualification
  • Project management certification or three (3) or more years of experience in a comparable or complementary position leading projects
  • Minimum of three (3) years' experience in a role responsible for client relationship or account management
  • Minimum of one (3) years' experience in a role responsible for the direct or indirect management of people
  • Minimum of three (3) years' experience in a Medicare Managed Care operations environment working with Medicare Part D Employer Group Waiver Plans (EGWP)