Manager, Client Support\: Insurance Follow-Up in Earth City, MO at Parallon

Date Posted: 5/1/2018

Job Snapshot

Job Description



Manager, Client Support: Insurance Follow-Up

Directs and coordinates client service activities in conjunction with Operations, Strategic Account Executives, IT and other functional areas ensuring internal and external customer satisfaction.  Coordinates, manages and facilitating tasks and projects as defined by internal and external clients.  These objectives are achieved by performing the following duties personally or through subordinate employees.

DUTIES INCLUDE BUT ARE NOT LIMITED TO:

  • Plan and implement new and current customer initiatives.  Establish department policies and procedures to ensure efficient and effective ongoing client services operations and support.
  • Act as central point of contact and client services liaison for the Client Services department and its related activities and areas of support.  Ensure effective communication occurs within Parallon and between Parallon and customers/clients.
  • Oversee the establishment of reporting and compliance with contract requirements.  Assist in monitoring programming and interface development, reviewing test results and verifying interfaces.
  • Make certain that Key Performance Indicators (KPI’s), are established, maintained and reported upon as required.  Identify performance trends, risks associated with future client business and opportunities for expanded services.
  • Advocate for the client.  This includes coordinating scheduled communication with client contacts, maintaining and reviewing the Electronic Client Folder(ECF), and preparing and distributing meeting minutes and requested/required reports.
  • Manage difficult or emotional customer situations. Respond promptly to customer needs.  Solicit customer feedback to improve service.  Respond to requests for service and assistance.  This may require extracting, synthesizing, and analyzing system data.
  • Analyze and resolve escalated customer and/or technical issues/problems in a timely and effective manner.  May act as an individual contributor or knowledge expert for the more complex or difficult issues/problems.  Exercise judgment and act appropriately within defined regulations, client requirements, policies and procedures for properly handling issues/problems.
  • Determine staff hours, number of personnel, and other requirements needed to achieve optimum levels of customer service. Interviews, hires and trains employees.  Appraise performance, reward and discipline and address/resolve complaints.  Prepare schedules for client services staff, assign personnel to specific tasks, projects and maintenance work as needed.
  • Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Establish and maintain constructive working relationships with coworkers, supervisors, managers and executives, as well as external clients and other external business contacts.
  • Adheres to and supports organizational IT&S standards, policies, and procedures.
  • Adheres to Code of Conduct.
  • Performs other duties as assigned.



Job Requirements



KNOWLEDGE, SKILLS & ABILITIES



  • Organization - proactively prioritizes needs and effectively manages resources
  • Communication - communicates clearly and concisely, verbally and in writing.  This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately. The ability to communicate with staff, Parallon Management, Division and Group Executives
  • Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
  • Interpersonal skills - able to work effectively with other employees, patients and external parties
  • PC skills - demonstrates proficiency in Microsoft Office applications and others as required
  • Leadership - guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services
  • Tactical execution - oversees the development, deployment and direction of complex programs and processes
  • Project Management - assesses work activities and allocates resources appropriately
  • Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems
  • Basic skills - demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, have ability to work quickly and accurately in a fast-paced environment while managing multiple demands, ability to work both independently and collaboratively as a team player,  adaptability, analytical and problem solving ability and attention to detail and able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately.



EDUCATION

  • Bachelor’s Degree in Business or related field required.
  • Equivalent work experience may substitute education requirements



EXPERIENCE




  • Minimum three years’ experience in related area with two of these years being healthcare management experience OR completion of the Parallon Manager Trainee Program.
  • At least 3 years working with developing and maintaining database software (preferably in an SQL environment).