What are the responsibilities and job description for the Client Support Manager position at Quantum Health?
Description
Location: This position is located at our Dublin, OH campus.
Who we are
Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.
We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.
About the role
The Client Support Manager (CSM) role provides support to the Client Engagement Group (CEG) by working with the Client Executive (CE) to ensure client satisfaction and retention of Quantum’s book of business. The CSM role has primary responsibility in the day-to-day management of client needs and expectations.
What you’ll do (Essential Responsibilities)
- Responds to complex inquiries, solves non-routine problems using independent discretion, and ensures client satisfaction with the service provided by our Care Coordinators.
- Address and promote status and/or resolution of issues to clients, benefit consultants, and other vendor partners in a thoughtful, professional and articulate manner.
- Facilitates with team leads, clinical leads, IT, Business Intelligence, and other internal areas for resolution of client inquiries and issues.
- Collaborates with third-party vendors’ including the TPA, PBM, Stop-Loss carrier, and others, on behalf of the client to gather or communicate information and /or resolve issues.
- Assists in facilitation of standard client processes such as annual renewals, communication strategies and requests
- Advise Client Executive (CE) of client status and opportunities for improved client satisfaction.
- All other duties as assigned.
What you’ll bring (Qualifications)
- Education: Associate or Bachelor’s degree or equivalent experience required
- Minimum of 1 year of experience working in healthcare organizations (health plan, consulting or navigation preferred.)
- Ability to function independently with limited supervision and as a team member within the Client Executive Group
- Interact professionally with other entities, both internal and external, while managing difficult interactions
- Strong customer service and communication skills
- Strong knowledge of the Quantum Health culture and Care Coordination process is preferred
- Ability to research and determine root cause and analysis; facilitate prompt resolution
- Ability to multitask and prioritize workload; excellent organizational and time management skills
- Ability to make to make timely and effective decisions consistent with Quantum Health’s business goals and culture
- Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.
- A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health’s policies, values and ethics, and to protecting the sensitive data entrusted to us.
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What’s in it for you
- Compensation: Competitive base and incentive compensation
- Coverage: Health, vision and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.
- Retirement: 401(k) plan with up to 4% employer match and full vesting on day one.
- Balance: Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
- Development: Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.
- Culture: Recognition as a Best Place to Work for 15 years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision.
- Environment: A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary and dry-cleaning services and more!
What you should know
- Internal Associates: Already a Healthcare Warrior? Apply internally through Jobvite.
- Process: Application > Phone Screen > Online Assessment(s) > Interview(s) > Offer > Background Check.
- Diversity, Equity and Inclusion: Quantum Health welcomes everyone. We value our diverse team and suppliers, we’re committed to empowering our ERGs, and we’re proud to be an equal opportunity employer .
- Tobacco-Free Campus: To further enable the health and wellbeing of our associates and community, Quantum Health maintains a tobacco-free environment. The use of all types of tobacco products is prohibited in all company facilities and on all company grounds.
- Compensation Ranges: Compensation details published by job boards are estimates and not verified by Quantum Health. Details surrounding compensation will be disclosed throughout the interview process. Compensation offered is based on the candidate’s unique combination of experience and qualifications related to the position.
- Sponsorship: Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.
- Agencies: Quantum Health does not accept unsolicited resumes or outreach from third-parties. Absent a signed MSA and request/approval from Talent Acquisition to submit candidates for a specific requisition, we will not approve payment to any third party.
Reasonable Accommodation: Should you require reasonable accommodation(s) to participate in the application/interview/selection process, or in order to complete the essential duties of the position upon acceptance of a job offer, click here to submit a recruitment accommodation request.
Recruiting Scams: Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives of Quantum Health will only contact you from an email address ending in @quantum-health.com. Quantum Health will never ask for personally identifiable information such as Date of Birth (DOB), Social Security Number (SSN), banking/direct/tax details, etc. via email or any other non-secure system, nor will we instruct you to make any purchases related to your employment. If you believe you’ve encountered a recruiting scam, report it to the Federal Trade Commission and your state’s Attorney General.
Salary : $5,250
