Health Plan Client Services Manager - Fully Remote

Centauri Health Solutions provides technology and technology-enabled services to payors and providers across all healthcare programs, including Medicare, Medicaid, Commercial and Exchange. In partnership with our clients, we improve the lives and health outcomes of the members and patients we touch through compassionate outreach, sophisticated analytics, clinical data exchange capabilities, and data-driven solutions. Our solutions directly address complex problems such as uncompensated care within health systems; appropriate, risk-adjusted revenue for specialized sub-populations; and improve access to and quality of care measurement. Headquartered in Scottsdale, Ariz., Centauri Health Solutions employs 1700 dedicated associates across the country. Centauri has made the prestigious Inc. 5000 list since 2019, as well as the 2020 Deloitte Technology Fast 500 list of the fastest-growing companies in the U.S. For more information, visit www.centaurihs.com.

Role Summary:

Oversees (directs & manages) Client Relation Specialists (CRS) working with health plan clients and their respective departments to ensure superior service, client satisfaction and optimum performance and results. Develops and maintains senior level relationships with client decision makers. Coordinates initiatives with all appropriate Centauri operational and business development functions to meet or exceed client requirements and / or expectations.

Role Responsibilities:

Engages in client relationship building and client satisfaction

• Actively builds influential client relationships at the staff and senior management levels (Managers, Directors, CFOs)

• Assumes leadership responsibility for the Client Relation Specialists to manage relationships with client contacts relating to day-to-day operations and service requirements

• Answers client questions and addresses concerns; is acknowledged as the Client Relations "go to" person for any issues related to Centauri services by client's management and staff

• Maintains an awareness and perspective regarding the level of success in meeting performance goals and exceeding client expectations

• Interacts with Centauri and client management to ensure productive, cooperative, responsive relationships

Engages in Customer Objective Setting and Performance Management

• In conjunction with the Client Relation Specialists initiates and conducts or regularly participates in client meetings to identify the root cause and resolution of issues, concerns and/or requests

• Provides service and educational updates and engages in client objective-setting for ensuring service quality, performance and results

• Collaborates with the Client Relation Specialists interacting with client staff on issues to maximize desired results, client satisfaction and management of expectations

• Provides and reviews performance reports with client management and staff

• Oversees invoice and payment issues for client locations

Engages in Consultative Relationships and Implementations

• Understands features and benefits of all Centauri solutions, products and services

• • Understands market dynamics (legislative changes, technology developments, competition) and their impact on clients

• Works with the Client Relation Specialists and leadership to identify and introduce new solutions / products / services to clients as appropriate to fulfill client requirements

• Oversees client delivery and satisfaction with the objective to retain and / or increase business through the expansion of current services or the introduction of new services

• Leads Centauri implementation teams, to operationally implement new services for new and existing clients

• Works with clients to initiate, develop and implement service enhancements and improvements (e. g. EDI, on-line reporting, personnel development and process improvements / refinements)

Engages in the management, training and development of client relations personnel

• Improve the coordination and oversight of the Client Relations function:

• build & maintain client relationships

• ensure service quality & consistency

• establish client performance objectives

• ensure service performance and results

• manage client expectations

• Provide focus and attention to Centauri strategic objectives and initiatives

• Direct responsibility for the professional training and development of the CRS's for promotion & advancement within Centauri (e.g., service knowledge, technical expertise, business analysis, problem resolution and presentation skills)

• Development and implementation of training programs for new and experienced Client Relationship Specialists (e. g. basic and advanced relationship management)

• Oversee and coordinate cross service line training for the Client Relationship Specialists

• Coordinates technical and process training with appropriate operations and human resource functions (e.g. technical knowledge & expertise)

• Oversees the development and implementation of individual CRS's development / advancement plans based on client and organizational requirements to ensure personal and professional success. Ensure completion of talent management objectives

• Reviews on a quarterly basis individual CRS scorecard objectives to ensure continuing personal development, adherence to succession planning and future advancement

• Performs performance reviews as required, at a minimum annually, in accordance with company policy

Role Requirements:

• 3-5 years substantial customer service or client service leadership in a hospital or clinical environment

• Demonstrated ability to build a high-performing team through effective coaching, mentoring and development

• 2-5 years prior account or client representative experience

• High degree of healthcare, hospital, and health plan knowledge, experience, and expertise

• Strong communication skills, both written and verbal

• Proven ability to work efficiently and accurately in a fast-paced multi-tasking environment

• Strong aptitude to understand, utilize and improve technology platforms along with strong skills in MS Word, MS Excel and MS PowerPoint

• Willingness to transfer knowledge amongst team

• Highly motivated and self-directed with the ability to work independently or within a group to

• effectively solve problems and drive results

• Strong analytical skills with the ability to think strategically and continually improve the process

• Bachelor's or Associate's degree

We believe strongly in providing employees a rewarding work environment in which to grow, excel and achieve personal as well as professional goals. We offer our employees competitive compensation and a comprehensive benefits package that includes generous paid time off, a matching 401(k) program, tuition reimbursement, annual salary reviews, a comprehensive health plan, the opportunity to participate in volunteer activities on company time, and development opportunities. This position is bonus eligible in accordance with the terms of the Company's plan.

Centauri currently maintains a policy that requires several in-person and hybrid office workers to be fully vaccinated. New employees in the mentioned categories may require proof of vaccination by their start date. The Company is an equal opportunity employer and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.

Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is bonus eligible in accordance with the terms of the Company's plan.

Other details

• Job Family IC

• Pay Type Salary

• Min Hiring Rate $66,000.00

• Max Hiring Rate $92,400.00

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• Orlando, FL, USA