Client Services Manager

Job Summary

Our Client Services team focuses on delivering superior service to our health plan clients and their customers. As advocates and liaisons between clients and our company’s various business units, managers build and maintain client relationships, resolve critical issues, identify business development opportunities, and participate in the implementation of new programs or new clients.

Demonstrating expertise in the business needs of your client mix, you’ll nurture these relationships, building trust and applying situational problem-solving to obtain the best results for the company and our clients.  As an internal client liaison, you will coordinate service solutions with Operations, Information Technology, Finance, and other support areas. You’ll work closely with our senior leadership and executives. You will be empowered to obtain the internal resources and expertise necessary to ensure exceptional service.

Hours: Day shift, 40-hour work weeks. Flexible schedule options available between 7am - 7pm after six months of employment.

Setting: Professional office environment, up to 25% travel, with work-from-home ability available.

Responsibilities

• Develop and maintain relationships with current clients by providing the highest level of service.
• Manage and oversee internal teams to ensure that day-to-day client needs and concerns are promptly addressed.
• Identify patterns and trends within requests to enhance business practices.
• Collaborate regularly with co-workers and colleagues to facilitate a seamless service experience for the client.
• Maintain responsive, proactive communication with client contacts.
• Lead and participate in business review meetings, operational calls, implementation projects, and other high-profile interactions with clients.
• Identify opportunities to extend new services or expand the scope of services provided to existing clients.
• Monitor developments within our clients’ companies and within the industry to improve our competitive advantage.
• May travel up to 25 percent of the time for business reviews and relationship building meetings.

Qualifications

• Bachelor’s degree required, master’s degree a plus.  
• Prior employment as an account executive, account manager, project manager, or operations manager is a strong plus.
• Minimum of four years of demonstrated experience in building and maintaining solid relationships at all levels of staff within an organization.
• Experience in navigating relationships at the executive and c-suite level.
• Ability to understand client business models, market position, service needs, and apply that knowledge to our service offerings.
• Experience in organizing and leading meetings of 20 or more people, including team preparation and goal setting, agenda development, contributing to written and oral presentations, facilitating productivity during the meeting, and ensuring follow-up on action items.
• Sound knowledge of the health insurance industry or previous work experience in the health insurance industry is a strong plus.
• Proficiency in Microsoft Office products, especially Outlook, as well as Word, Excel, and PowerPoint.
• Excellent written and oral communication. Empathetic, analytic listening skills.

Physical Requirements

• Frequently remains in sitting position for long periods of time to perform duties.
• Frequently concentrates for long periods of time, paying close attention to detail.
• Frequently uses and views the computer using fingers, hands, and vision.
• Frequently works in a well-lit, tempered environment.
• Occasionally moves through office to communicate with other employees
• Occasionally travels by air and car to attend meetings

Our Company

The Rawlings Group is looking for hard-working, talented people who share our commitment to excellence to join our company. The Rawlings Company has successfully provided cost containment services to the largest health insurers in the country for more than 40 years and continues to grow as an industry leader.

Our Culture is focused on:

• The guiding principle of doing the right thing
• Caring for our employees and taking pride in the work they do
• Providing recognition and financially rewarding employees for their success

Our Values are:

• Integrity and Trust
• Customer Service Excellence
• Innovation
• Diversity and Inclusion
• Honoring our Veterans and Their Service 

*Equal Employment Opportunity.  Our policy is to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification.

*The Rawlings Group is an employment at-will employer.

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