Client Services Manager - 249756

Client Service ManagerDivision: Account ManagementAbout the RoleWe are seeking a Client Service Manager (CSM) to serve as the primary point of contact for assigned healthcare and union/fund clients, supporting retiree populations with a high-touch, service-driven approach. This is a hybrid, client- and member-facing position that blends account management, benefit administration, healthcare support, and operational coordination.The ideal candidate brings healthcare account management or health insurance experience (Medicare experience strongly preferred), thrives in a collaborative environment, and enjoys solving problems—not just identifying them. This role requires professionalism, organization, and the ability to manage multiple priorities across a portfolio of 12–18 clients.Training ProgramAll new hires participate in a structured 12-week paid training program:Weeks 1–6: Hands-on training with the Retiree Advocacy (Call Center) teamWeeks 7–12: CSM-specific training, shadowing, and collaboration with billing and operationsTraining is full-time and in-person. After completion, the role transitions to a hybrid schedule (3–4 days in-office; 1–2 remote depending on season).Key ResponsibilitiesClient Management & Account OversightServe as the single point of contact for assigned clientsProvide information regarding eligibility, billing, member services, and benefit structureInterpret client-specific data related to products, billing, eligibility, and plan specificationsDesign, prepare, and coordinate member communications on behalf of clientsDeliver timely reporting and insightsDevelop creative solutions to client challengesLead client events (virtual and onsite) to strengthen engagementTravel occasionally (less than 10%)Escalation & Service ExcellenceHandle escalated calls from members and clientsEnsure gold-standard service delivery and maintain service quality expectationsMaintain strong follow-up practices (24–48 hour turnaround expectations)Advocacy Team Support (Call Center Partnership)Support the Advocacy team with group-specific questionsOversee age-ins and disenrollmentsProvide cross-team training when new groups or changes are introducedAssist with operational coordination and special projects as assignedRequired QualificationsHigh School diploma or equivalent4+ years of experience in customer-facing roles such as client service, account management, sales, operations, benefit administration, or project management2+ years of healthcare-specific experience (health insurance, provider billing, client benefits, Medicare, or medical call center environment)Life & Health License (Arizona) – must obtain within 6 months (company sponsored)Proficiency in Microsoft Word, Excel, and Office applicationsStrong written and verbal communication skillsProfessional, self-aware, and detail-orientedPreferred QualificationsExperience with Medicare, Medicare Advantage, or Supplement plans (fully insured or self-funded)Salesforce proficiencyADIP certificationExperience managing multiple client accounts simultaneouslyStrong presentation skills and client-facing professionalismIdeal Candidate ProfileComfortable managing 12–18 client accounts simultaneouslyProactive problem solver who proposes solutionsCollaborative and willing to “roll up sleeves” during peak seasonsHighly organized and prepared for client-facing presentationsThrives in fast-paced, service-driven environmentsTakes initiative and consistently delivers exceptional serviceWork Environment & CultureHybrid schedule (3–4 days onsite weekly; additional remote flexibility during off-peak seasons)Business casual dress codeFast-paced, team-oriented environment (October–December is peak season)Supportive, mission-driven culture