Resp & Qualifications
ALTHOUGH THIS POSITION IS REMOTE, CANDIDATES MUST LIVE IN THE MD/DC/VA AREA IN ORDER TO TRAVEL TO LOCAL OFFICES AND CLIENT MEETINGS.
PURPOSE:
The Manager of Client Delivery is responsible for strategic oversight and leadership direction of the Account Manager functions within the CareFirst healthcare environment. Responsible for leading the day-to-day activities in a fast-paced client centric environment to ensure high levels of satisfaction among our external clients. Implements short- and long-term strategies for client retention and growth while ensuring that the account management team delivers cost-efficient, quality service. They assist the account management team with building relationships with existing clients. This role works cross-departmentally with sales, marketing, and product development to ensure the client is served appropriately and finds paths to support new sales opportunities with existing clients. T hey oversee the Account Manager as an intermediary between the company and the client to help solve problems and achieve business goals by building trust and providing strategic and realistic solutions.
ESSENTIAL FUNCTIONS:
- Direct oversight of the Client Delivery teams in a world class, client service environment focused on providing an exceptional client experience. Identifies hires, motivates, coaches, counsels, and develops team members and ensures that staff has appropriate tools and training. Defines goals, and objectives to optimize staff’s ability to deliver needs as defined by the customers. Must have the ability to motivate staff toward goal attainment. Develops and manages the team’s budget.
- This position proactively identifies, analyzes, and improves upon existing processes. Leads or participates on corporate committees and task forces related to modifications, new products, legislative mandates, and contract revisions. The incumbent acts as a liaison between sales, internal and external customers to develop procedures, enhance systems and resolve problem situations. This role is challenged by a continually changing environment, customer demands and problem-solving issues affecting the success of the client experience.
- Supports new business and renewal opportunities and partners with cross functional teams to ensure the flawless execution of onboarding, renewal and servicing client issues.
- Manages the complaint tracking, resolution, and communication process. Ensures that staff responses to customer inquiries are timely and professional in manner.
- Ensures successful completion of corporate objectives, and establishes and reports on key performance metrics.
SUPERVISORY RESPONSIBILITY:
This position manages people – 10-15
QUALIFICATIONS:
Education Level: Bachelor’s Degree in Business or related field OR In lieu of a Bachelor’s degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
Experience: 5 years related professional experience in operations, account management and/or account implementation. 1 year supervisory experience or demonstrated progressive leadership experience
Licenses/Certifications
Life & Health Insurance in assigned state Req
Knowledge, Skills and Abilities (KSAs)
- Experience in a client-facing role, and the ability to provide highly professional written and verbal communication to clients in a time-sensitive environment.,
- Excellent communication skills both written and verbal.
- Skill in monitoring/assessing the performance of self, other individuals, or organizations to make improvements or take corrective action.
- Ability to maintain effective interpersonal relationships.
- Experience in coaching staff and training and developing teams.
- Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
Salary Range: $88,000 – $148,500 – based on education, experience & equity; this position also earns sales incentive
Salary Range Disclaimer
Salary will be based on education, location, experience, certifications, etc. In addition to your salary, CareFirst offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements).
Department
Department: (Client Delivery Solutions)
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Where To Apply
Please visit our website to apply: www.carefirst.com/careers
Federal Disc/Physical Demand
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.
PHYSICAL DEMANDS:
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship
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