Client Manager, Government_CM

Client Manager, Government

SEE how you can make a difference!  Be part of an innovative company that cares about its associates and helps members enjoy the wonders of sight through healthy eyes and vision. 

Versant Health provides vision care to 37 million members nationwide! To ensure your continued success we provide opportunities for advancement and development. 

Our associates remain engaged through a comprehensive compensation and benefits package which includes health and dental insurance, tuition reimbursements, 401(k) with company match, pet insurance and FREE vision insurance for you and your family.

Scope and Purpose of Position:

The Client Manager is responsible for retaining business through ensuring the satisfaction of the company’s Government customers, which requires strong customer relationship management and communication.  The Client Manager will work with Government Health Plans (Medicare and Medicaid) encompassing $5,000,000 to $15,000,000 in revenue. The Client Manager is part of a team that acts as the primary point of contact for each assigned active customer, beginning with implementation through the length of the customer’s contract.  
 

This position will manage varying customer requests, which may include eligibility, billing, financial reporting, auditing, among others.  The Client Manager is tasked with maximizing customer renewals and profitability, and will be responsible for developing a strategy for prioritizing their book of business and creating a communication plan to maintain regular touch points with customers.  In addition to direct customer responsibilities, the Client Manager will serve as a backup role to members of their team.
 

Essential Functions

• Manage relationships with assigned customers
• Serve as the liaison between the external customers and internal teams
• Resolve customer issues and/or concerns
• Maintain regular contact with assigned customers which may include telephone contact, email, video conferencing, etc
• Continuously working to improve customer loyalty
• Maintain knowledge of daily operations of Superior Vision and Davis Vision offerings dependent on assigned accounts, and keep the customer updated as necessary
• Review and assure that client receives all requested reports, satisfaction results and performance guarantees within the timeframe requested
• Maintain an active awareness of customer satisfaction and abandonment risk
• Provides strategic and solution based support to expand and maintain business relationships with assigned customers
• Preserve customers through renewals and minimizing off-cycle renewals or terminations
• Process requests from assigned customers, such as eligibility, billing, report requests, audit requests, etc
• Develop communication plan for assigned book of business in order to maintain regular touch points
• Notify Team leader of potential growth opportunities as well as escalated client concerns, continued negative feedback or ‘red flags’ within assigned book of business
• Ensure appropriate members of the Versant Health teams are informed with customer obligations when necessary
• Share best practices and assist other Client Managers with implementing new strategies into their day to day operations
• Serve as a backup to team members while they are out of the office
• Adhere to privacy and confidential and proprietary company policies and procedures (i.e. HIPAA)
• Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals
• As required by changing business needs, complete additional responsibilities as assigned

Education and Experience

• BS/BA degree preferred in marketing, business, healthcare management or related field; relevant experience may be substituted for education requirements
• Minimum 3 years of Client Management experience
• Vision knowledge/experience a plus
• Insurance industry Client Management experience is strongly preferred

Essential Responsibilities related to Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the associate is required to stand, use hands and fingers to handle, feel, pick or pinch, and talk or hear most of the time.  The associate is occasionally required to stand, walk, and reach with hands and arms.   The associate must frequently lift and/or move up to 20 pounds.  The noise level in this location is moderate (use of computers, printers and machines). Ability and willingness to travel as required.
 

 HIPAA & Security Requirements

All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program

We take pride in our recruiting process and follow a merit-based employee recruitment practice with extensive screening steps. We will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process. 

We provide equal employment opportunities (EEO) to all associates and applicants for employment without regard to race, color, religious beliefs, age, sex (including pregnancy), sexual orientation, gender identity or expression (including transgender status), national origin, ancestry, status as a protected veteran or disabled veteran, physical or mental disability or history of disability, genetic information, marital status, or any and all other categories protected by under applicable Federal, state or local law.  

This policy extends to all associates and to all aspects of the employment relationship. Any associate who violates this policy will be subject to disciplinary action up to and including termination