We all depend on healthcare throughout our lifetimes, for ourselves, and our families and friends, but it is notoriously difficult to navigate and understand. As an industry that comprises 20% of the US economy we think healthcare should work better for all of us. At Collective Health we believe it’s time for a new day in healthcare where as members we are informed and empowered to make the right care choices when the decisions are urgent and critical.
We continually strive to deliver superior value on health spend in addition to an excellent employer and an exceptional member experience. As a Senior Client Operations Associate, you will be assigned a number of clients to support. Partnering with your counterparts in CS, you will stay abreast of all client touchpoints and interactions while owning the resolution of all issues, inquiries, and day-to-day servicing. By driving excellent client experiences & engagement you will make a crucial impact on our ability to renew existing clients and secure new prospects.
What You’ll Do:
- Own and support the day-to-day client operations, partnering closely with your assigned account relationship owners to answer client inquiries, resolve issues & incidents, monitor performance, and service ongoing client needs..
- Possess a breadth of knowledge across all operations functions, with a deeper level of expertise in one or more areas; ie eligibility, claims processing, plan setup, etc.
- Serve as the interface and translation layer between the relationship manager & client, and the broader plan administration and support teams.
- Ensure efficient & effective execution of all client processes while arming your assigned relationship managers with the results and insight they need to drive the client relationship
- While much of your primary responsibilities will be outside the direct view of the client, you will be client facing during key moments in the client journey such as leading the implementation/renewal experience in coordination with your assigned relationship owner. You will also be a crucial part of the face to client during more technical or operational portions of the client experience such as during QBRs or YIR. Time spent as the face to the client (including preparation) will be <35% of the role.
- Take on a book of business jointly with your assigned relationship owners. While ratios may change as processes are optimized, book of business size at this level is ~$13M ACV or ~16 average size clients
- Partner with the relationship owners you support to find solutions for the client within our existing workflows. Follow process/procedures where defined, work with your peers and leader to establish and clarify processes where absent.
- Expert ability to self-serve data, reporting, and answers pertaining to client issues and inquiries. Where unable to self-serve, know the process or person to engage instead
- Drive continuous process improvement and standardization in Client Support and across all teams that touch the client experience by identifying opportunities and surfacing ideas for improvement, and then leading improvement initiatives.
- Support your assigned clients and relationship owners from sale, through implementation & go-live, and to renewal. Seek ways to optimize and enhance the client experience, especially during implementations and renewals.
- Drive process standardization across the book of business and wherever possible, and determine when certain escalations call for further process optimization. Work with your leader and peers to capture these and lead response plans.
- Oversee the timely/accurate turnaround of client plan requests, including benefit changes, product changes, new group additions, client terminations, escalated issues, etc. Correct conflicting work before impact felt by client.
- Coordinate cross-functionally as needed to solve needs of your assigned clients and relationship managers, and create/lead initiatives with stakeholders to improve the client experience.
About You:
- Experience in the Health Insurance Industry
- Strong focus on the customer experience with an ability to anticipate and resolve client questions before they become issues
- 5+ years in operations or customer facing roles supporting B2B clients in the health insurance industry
- Demonstrated ability to drive efficiency and effectiveness in cross functional processes
- Proven ability to be an effective and confident face to the client in support of complex issues and inquiries
- Self-starter who is resourceful and can navigate through the organization and our processes with little direction
- An overall enthusiasm and desire for constant learning and self-improvement, and an ability to coach others in your best practices
- Analytical mindset with the ability to identify process gaps, explore enhancements, recommend solutions, and drive initiatives to continuously improve - never settles for the status quo
- Enjoys a fast paced team environment and adapts to change by adjusting priorities as needed
- Technical proficiency or ability to quickly learn Google Suite, Airtable, Zendesk, SmartSheets, Looker, etc
Pay Transparency Statement
This job can be performed in a location where we have an office: San Francisco, CA, Lehi, UT, or Plano, TX, with the expectation of being in office at least two weekdays per week, or hired for remote work in the following states: CA, CO, CT, FL, GA, IL, MA, MI, MN, NJ, NY, NC, OH, OR, TN, TX, UT, or WA.
The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the [salary/hourly rate], you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits.
About Collective Health
Collective Health is the leading health benefits platform that brings together medical, dental, vision, pharmacy, and program partners into an integrated solution that better enables employees and their families to understand, navigate, and pay for healthcare. By reducing the administrative lift of delivering health benefits, providing an intuitive member experience, and helping control costs and improve outcomes, the company guides employees toward healthier lives and companies toward healthier bottom lines.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact recruiting-accommodations@collectivehealth.com.
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