Client Service Manager, East

Key Responsibilities

• Client & Member Issue Ownership • Serve as the primary post-sale service owner for assigned client groups • Own client and member service issues end-to-end, from initial escalation through final resolution • Act as a second-level escalation resource for complex member inquiries related to eligibility, billing, and Medicare plan benefits • Maintain accountability for outcomes, coordinating with internal teams as needed while remaining the single point of responsibility
• Proactive Issue Prevention • Identify recurring issues, service gaps, and root causes impacting clients or retirees • Partner with internal teams to address underlying issues and reduce future escalations • Balance reactive issue resolution with a forward-looking focus on service improvement and prevention
• Client Communication & Service Recovery • Develop, approve, and deliver clear, accurate client and member communications • Execute service recovery gestures in alignment with company guidelines • Exercise sound judgment in managing sensitive or escalated situations, escalating financial decisions to VP-level leadership when required
• Member Education & Events • Independently plan, coordinate, and lead member education and benefit training events • Prepare and distribute member communications that support understanding of Medicare benefits and plan features • Serve as a knowledgeable, confident point of contact during client and retiree interactions
• Portfolio & Internal Support • Manage a small portfolio of assigned clients, with complexity aligned to experience and tenure • Oversee age-ins and disenrollments for assigned groups • Provide guidance and support to internal service teams regarding group-specific rules and escalations • Maintain accurate documentation of service issues, resolutions, and client interactions • Participate in special projects and other duties as assigned • Travel up to 10% as needed for client or member events
• Measures of Success • High client and retiree satisfaction, as reflected in NPS and feedback • Effective resolution of escalated issues with minimal recurrence • Demonstrated proactive identification and prevention of service issues • Ability to independently manage client service responsibilities and member education events • Strong follow-through and reliability in complex or high-pressure situations

Requirements

• Required • High School diploma or equivalent
• AZ Health license required
• 4+ years of experience in customer service, client service, benefits administration, operations, or account support • Experience in a healthcare, Medicare, or call-center-based environment • Strong written and verbal communication skills • Proficiency in Microsoft Word, Excel, and related applications • Demonstrated ability to manage escalated situations with professionalism and sound judgment • Experience working with databases and file transfers
• Preferred • Bachelor’s degree • Experience with fully insured or self-funded Medicare plans • Familiarity with Salesforce or similar CRM systems
• Behavioral Expectations • Proactive and anticipatory rather than purely reactive • Relentless follow-through until issues are fully resolved • Calm, clear, and confident under pressure • Focused on prevention and long-term service quality, not just short-term fixes

Summary