Client Manager

Client Manager

Client Manager

Who are we?
Versant Health is one of the nation's leading administrators of managed vision care, serving millions of our clients' members nationwide. We are driven by our mission to help members enjoy the wonders of sight through healthy eyes and vision.

As a Versant Health associate, you can enjoy a comprehensive Total Rewards package, which includes health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, no-cost-to-you vision insurance for you and your qualified dependents. We are also invested in your success. There are many opportunities for advancement and development throughout all stages of your career with us.

See how you can make a difference with the support of strong leadership and a team environment.

See Everything, Be Anything .

What are we looking for?
The Client Manager is responsible for retaining business through ensuring the satisfaction of the company's client satisfaction, revenue retention and growth objectives, which requires strong customer relationship management and communication. The Client Manager will work with assigned health plan(s) TPA's and ancillary carriers, . The Client Manager is part of a team that acts as the primary point of contact for each assigned active customer, beginning with implementation through the length of the customer's contract. This position will manage varying customer requests, which may include contractual and regulatory obligations, eligibility, billing, financial reporting, and implementation, among others. The Client Manager is tasked with maximizing customer renewals, growth, retention, and profitability, and will be responsible for developing a strategy for prioritizing their book of business and creating a communication plan to maintain daily requested tasks, deliverables, meetings, and regular touch points with customers.

Where you will have an impact

• Manage relationships with assigned customers

• Serve as the liaison between the external customers and internal teams.

• Resolve customer issues and/or concerns

• Maintain knowledge of daily operations of Superior and/or Davis Vision Services, and keep the customer updated as necessary

• Maintain regular contact with assigned customers which may include telephone contact, email, video conferencing, in-person meetings and/or events, etc.

• Maintain an active awareness of customer satisfaction and abandonment risk(s)

• Provide customer information to appropriate departments to properly assess and preserve customer renewal

• Preserve customers through renewals and minimizing off-cycle terminations.

• Process requests from assigned customers, such as contractual or regulatory related requirements, eligibility, billing, financial reports, policy verifications, etc

• Review and assure that client receives all contracted, regulatory, and requested deliverables, escalated matters, reports, satisfaction results and performance guarantees within the timeframe requested

• Deliver timely renewal contracts, requests and deliverables to customers while gathering feedback to properly assess and preserve customer retention and growth needs

• Develop communication and strategy plan for assigned book of business in order to maintain regular and annual touch points

• Identify areas of opportunity to drive increased participation levels in existing accounts via high level of customer satisfaction and timely delivery of materials

• Support of marketing strategies intended to drive brand recognition and further promote our presence in the marketplace

• Ensure appropriate members of the Superior and Davis Vision Services team are timely informed with customer obligations, escalating when necessary

• Share best practices and assist other Client Managers with implementing new strategies into their day to day operations

• Accountable to work with the client, legal, sales and leadership for new client contract/agreements and modify existing agreements. Includes but not limited to annually update and modifiy resulting in business arrangements, documenting new mandates, changes in performance guarantees and updating negotiated terms and rating.

• Maintain and update Salesforce and other required systems or platforms as required by leadership for assigned accounts

• Serve as a backup to client management team when team member(s) is out of the office

• Provides communication to internal partners and departments on industry and client trends and issues

• Support renewal discussion and implementations. Full knowledge of solution-based recommendations for benefit changes and pricing with underwriting. Partner with underwriting for development of appropriate rates. Review and knowledge of all legal related renewal items.

• Support action plan to meet client in group retention goals

• Support strategy for client enrollment and re-enrollment needs to influence growth.

• Respond timely to inquiries from Senior Management, Direct Supervisor and Internal business partners; communicate in advance any barriers or delays

• Travel domestically

• Other duties as assigned

What's necessary to do the job?

• BS/BA degree preferred in marketing, business, healthcare management or related field; relevant experience may be substituted for education requirements

• Minimum 3 years of experience in Client Management, Account management, customer service, health care strategic planning, sales/account management and marketing,

• Knowledge and experience in the insurance, health, dental or vision care industry is strongly preferred.

HIPAA & Security Requirements
All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company's Privacy & Security Training Program.

Versant Health will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.

Versant Health is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at Versant Health without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.