What are the responsibilities and job description for the Client Services Manager position at Innovative Care Management, Inc.?
Do you have experience managing client relationships in the health insurance or benefits world—maybe at a broker, TPA, or carrier—and love building long-term partnerships? Are you ready to step into a leadership role where you’ll shape client strategy, coach a high-performing team, and make a direct impact on client success?
At Innovative Care Management (ICM), our mission is to set the standard in human-centered healthcare management, where both members and plans feel seen, heard, and cared for. We serve self-funded health plans nationwide, delivering solutions that put people first. We’re fiercely independent, values-driven, and committed to delivering exceptional service with integrity and care.
We’re seeking a Client Services Manager to lead our client-facing team and strengthen the client experience across all touchpoints. This is a pivotal role that blends team leadership, client relationship management, and operational excellence. This role is perfect for someone who thrives in a fast-paced, service-driven environment.
What You'll Do:
- Lead & Develop a Team – Coach and support Account Managers and Implementation Manager(s) to deliver exceptional service, strengthen client relationships, and grow professionally.
- Be the Go-To Partner – Serve as the escalation point for complex client issues, building confidence and trust with self-funded health plan clients.
- Drive Client Success – Oversee renewals, retention strategies, open enrollment support, and VIP client relationships.
- Shape Strategy – Use client feedback and performance data to improve workflows, enhance communications, and identify opportunities for expanded services.
- Collaborate Cross-Functionally – Partner with Operations, Business Development, and internal teams to ensure smooth onboarding, implementation, and ongoing service delivery.
What we're looking for:
- 5–7 years of client services/account management experience in healthcare, insurance, or benefits (broker background a strong plus).
- 3 years of experience leading and motivating teams (remote leadership preferred).
- Deep understanding of self-funded health plans, TPAs, or carrier relationships.
- Working knowledge of ERISA, ACA, and compliance requirements in the self-funded market.
- Strong communicator who can balance client advocacy with business needs.
- Comfortable navigating escalations, high-stakes situations, and executive-level client conversations.
Additionally Preferences:
- Experience in renewals, retention strategy, and cross-selling.
- Hands-on experience with open enrollment meetings or employee benefits communications.
- Life & health insurance license.
Why Join ICM?
At ICM, we don’t just manage healthcare, we humanize it. We put people before process, ensuring that clients and members alike feel truly supported. Our culture is built on kindness, personal responsibility, a can-do attitude, and humble confidence. As part of our leadership team, you’ll have the chance to make a meaningful difference while growing your own career in a supportive, mission-driven environment.
Benefits & Perks:
- Comprehensive medical, dental, and vision coverage
- 401(k) with employer match
- Generous PTO and paid holidays
- Remote-first culture with quarterly in-person connection opportunities
- Professional growth and leadership development support
Work & Location
- This is a remote role, open to candidates in Oregon or Washington only.
- Occasional travel to our Portland, OR headquarters is required (up to once per quarter).
- Additional travel may be required for client-facing events or meetings.