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Client Experience Manager

Company: 6 Degrees Health Dx
Location: Portland
Posted on: February 25, 2021

Job Description:

Client Experience ManagerDate: December 2020Job Reports to: Director of Client ExperienceFLSA Status: ExemptOverview6 Degrees Health is bringing equity and fairness back to healthcare reimbursement by utilizing data, technology, and expert navigation through a new healthcare paradigm. Our team of industry experts work with health plans to make the most of their healthcare dollars, which allows them to pass along the savings back to their members. 6 Degrees Health is in the middle of an exciting growth phase and faced with incredible opportunities to improve upon traditional healthcare by making costs transparent and reasonable. We are currently seeking a Client Experience Manager to join our fun, fast-paced business in the Hillsboro area.Job Summary6 Degrees Health is looking for the right candidate to join our team as a Client Experience Manager at our Hillsboro, OR location. This role will focus on ensuring that client health is monitored, the level of support given exceeds expectations and that the client is fully satisfied with their service experience. The CEM must understand all of the aspects of the client support value chain and work to bridge and optimize the support model. In addition to tactical tasks needed to maintain customer satisfaction this role will have objectives focused on projects that are foundational to world-class client support and retention such as training, marketing, escalation management, process optimization, and more. The CEM must be an expert communicator focused on building strong relationships with our clients so that internal stakeholders can work together and present a professional unified front. Success in this role will result in industry-leading customer satisfaction and customer retention scores.Job Responsibilities* * Ensure that all clients support functions work cohesively to maintain high-level responsiveness to the client* Identify and address opportunities for process improvement, training, that are inhibiting exemplary customer service* Manage escalations or potential escalations by driving a collaborative resolution of issues with our internal and external business partners. * Maintain a strong relationship with our client business partners through regular structured communications* Develop and facilitate regular business reviews where overall plan health is evaluated and a plan to address any open issues is developed* Report on plan performance to clients - savings analysis, settlement performance review, number of balance bills, access issues, wins, misses, and learning* Implement and monitor key metrics that can be used to gauge customer health (e.g. task throughput, overdue tasks, etc.) and anticipate health concerns.* Document and Report on client health (opportunities and threats) to management * Identify and drive internal process improvements and training* Run surveys as needed and regular checkpoints and help 6DH get ahead of potential issues* Identify customer expectation gaps and train and align service expectations * Support efficiency improvement efforts* Collaborate across all functional areas to maintain a unified service front* Serve as a back-up to client support specialists to maintain world-class service levels Benefits* Competitive Salary * Medical, Dental, Vision and Other Outstanding Ancillary Benefits* Training and Development and Growth Opportunities* Paid Holidays* Unlimited Paid Time OffEssential Functions* Mental:* Must have the ability to read and understand various procedural documentation* Must have strong attention to detail* Strong internal and external communication skills, both verbal and written* Must be able to manage demanding clients and challenging problems with confidence and adhere to company policies* Must be comfortable with financial analysis* Physical: * Must have the ability to lift over 20lbs during a scheduled work shift* Must be willing and able to work a 5-day schedule and additional hours beyond regularly scheduled shift to cover vacancies, if necessary* Must be able to sit or stand for two hours at a time* Equipment Used: * Must be able to operate computers and phones to support position requirements * Strong Microsoft Office Skills a mustMinimum Requirements* Education:* Bachelor's degree in Business, Marketing, Communications or the equivalent* Experience:* 4 years of customer relations and support experience required* Healthcare background preferred but not required* Required Skills: * Background in client management and support* Strong customer orientation* Excellent project and calendar management skills with the ability to multitask and meet deadlines* Experience collaborating across multiple internal teams and departments * Strong relationship building and interpersonal skills * Excellent verbal, and written communication skills * Excellent organizational and prioritization skills with an ability to operate in ambiguous situations* Demonstrates ability to quickly learn to adapt new ideas and processes * Detail-oriented* Ability to effectively adapt in a dynamic, fast-paced environment* Ability to proactively manage priorities, drive and facilitate a roadmap* Self-motivated and good work ethic with a winning, can-do, positive attitudeA Predictive Index assessment will be emailed to all applicants for this position within 1-2 business days of receiving your application. Once you log in and complete the Behavioral portion of the assessment, you will receive an email to complete the Cognitive portion. If you encounter an error during the assessment and need assistance, please contact Shaylynn at 971-762-1238. Only applicants that complete both sections of the assessment will be considered.Powered by JazzHRJV5RZMln1z

Keywords: 6 Degrees Health Dx, Portland , Client Experience Manager, Executive , Portland, Oregon

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