What are the responsibilities and job description for the Customer Success Manager position at Redirect Health?
About the Redirect Health
At Redirect Health, we’re on a mission to make healthcare accessible and affordable for everyone. Over the past 13 years, we have grown to support hundreds of clients (employers) and tens of thousands of members (employees) via the enablement of a self-funded health benefit program that provides both a higher level of service to members and lower cost compared with traditional insurance. We achieve that by uniquely combining primary care provision (through physicians on staff 24x7) with care logistics (to identify providers like labs and specialists and coordinate appointments with them), claims management (including identification of alternative funding, patient assistant programs, negotiations of costs and mgt of billing and reimbursements), and bundles custom-tailored stop-loss carriers for small and medium-sized businesses.
About the job
We are looking to grow our team with a strong Client Success Advocate (CSA)!
The CSA is a member of the Customer Success team and is responsible for the management of the relations with a group of our clients.
Key responsibilities include:
- Client (and broker) Relationship Management: Serve as the main point of contact for clients after enrollment and throughout their membership lifecycle, including renewals.
- Renewal Management: Work with the brokers to increase client retention through proactive communication and solution-oriented renewal process management.
- Client Education: Help clients understand how to navigate and maximize their healthcare benefits, address unique scenarios, utilize the different capabilities of Redirect Health and help their employees (our members).
- Communication: Interact with clients via email, phone, Zoom, and in-person to provide responsive, empathetic and effective support.
- Collaboration: Work closely with Healthcare Consultants, AR Specialists, and Brokers to create a “WOW” experience.
- Data-Driven Insights: Monitor metrics and trends to identify areas of improvement that prevent surprise terminations or non-renewals.
- Problem Solving: Support members and clients with challenges in benefit usage, resolving issues efficiently and professionally.
- Client Advocacy: represent the interests of your clients towards the Redirect Teams to share feedback, promote results and share updates.
Expected Results
A strong performing CSA will:
- Deliver measurable improvements in renewal, enrollment, and satisfaction metrics across assigned clients
- Build strong, multi-level relationships with client and broker stakeholders
- Contribute to CS team development through knowledge sharing, process improvement, and cross-functional initiatives.
The success of the role will be measured by the following success metrics:
- Net Renewal: Growth in the overall invoices by clients.
- Enrollment: Increase the overall number of employees (and dependents) enrolled with Redirect Health.
- Client Satisfaction: Maintain/Improve the level of satisfaction by the key members of the Client mgt team (Owner, HR, Benefits team, Broker).
- Member Satisfaction: Working with Care Logistics, Claims and Member Success teams, address member issues to enhance member satisfaction, measured by NPS.
Why Join Us?
If you are passionate about healthcare – this team can enable you the opportunity to make an impact on this space on actual clients and members.
If you enjoy (and are good at!) working with clients – this is a hands-on client management role and you will be the single point of contact to help them get the best of our company’s processes.
If you do not like paying for healthcare – We’re Redefining Healthcare By Removing The Financial Burden For Our Team Members And Their Families. Here's What FREE Healthcare Means For You
- No premiums
- No co-pays
- No deductibles
- No out-of-pocket maximums
That’s right - your entire family gets access to comprehensive, free healthcare. On average, this benefit saves our team members $20,000 annually. It’s our way of ensuring you can focus on what matters most—your health and well-being.
What We’re Looking For
- High School Diploma or GED, required. BA/B.Sc. is preferred.
- 3 years of experience in customer service roles.
- 2 years of account management or client success experience.
- Strong communication skills, both verbal and written, required.
- Friendly, self-motivated team player who thrives on supporting others, required.
- Health Insurance License is preferred.
- Passion for healthcare
- Passion for client service
- A team player who likes and is good working with others
- A self-starter with result-orientation mindset
What You’ll Earn
- Salary Starting at $50,000-$70,000/y
- Bonus Opportunities: up to $15,000/y in a performance-driven potential bonus
- FREE Healthcare Benefit for You and Your Family – No payroll deduction (value up to $20,000/y)
- Dental & Vision Insurance
- Paid Sick & Vacation Time
- 401K Access after 6 Months
Location: 2020 N. Central Avenue, Phoenix, AZ, 85004
Salary : $15,000 - $70,000