Fort Worth, Texas
Client Services Manager Job Opening in Fort Worth, Texas - About the Company:
Examination Management Services, Inc. (EMSI) provides leading-edge medical information, risk management and investigation services to the insurance, legal, clinical and business communities. We empower customers with accurate, comprehensive information to make informed, reliable business decisions. We work collaboratively with our clients to develop strategies that increase profits, enhance productivity, eliminate waste and promote growth.
The Client Services Manager (CSM) is responsible for developing and maintaining a trusted relationship with the client that supports a spirit of partnership and growth. The CSM takes a proactive role in interpreting the client's business needs and company culture to lead an effective project team, to identify new business opportunities, and to provide a high level of service. Reporting to the Vice President, Client Services, the CSM plans strategically for each customer account to ensure business success, client retention, and overall revenue growth. To that end, the CSM shall maintain awareness of competitors, pursue industry knowledge, and recommend relevant customization to products and services. The successful Client Services Manager will streamline processes, anticipate marketplace trends, increase profitability, and ultimately improve customer satisfaction and loyalty through excellent communication and close collaboration with cross-functional teams.
Essential Functions:
Oversee client communications, issue resolution, and status reporting as primary liaison.
Project manage implementation for both new and existing clients with close oversight to project status, early identification of risks, and solution-minded issue mitigation.
Report client metrics, translate metrics to business information, and oversee the resulting action plans to ensure customer goals and project objectives are achieved.
Assess the project scope of work and produce cost estimates for decision making on existing client projects.
Document client requirements for customized products and services, coordinating approval with Legal and Compliance. Implement client requirements and change requests, as well as associated reporting, process or system enhancements, and documentation needed to ensure performance oversight and positive results.
Prepare and conduct presentations to varying audiences that may include senior and executive leadership, clients, or prospective customers.
Facilitate client data exchanges and coordinate accordingly with IT.
Research, analyze, and report for Special Projects as assigned
Knowledge, Skills, Abilities:
Thorough knowledge of health plan operations and healthcare industry practices required, with an emphasis on health plan data, risk adjustment, managed care services, and quality programs including HEDIS metrics and Medicare STAR.
Knowledge of government health programs (Medicare, Medicaid, and Commercial Exchange) required.
Proficiency required in Microsoft Office, especially Word, Excel, Power Point, and Outlook. Proficiency in Microsoft Project a plus.
Experience with Tableau, Microsoft T-SQL, text editor applications, customer relations management tools, SFTP server management, and WinZip, a plus
Competencies:
Excellent written and verbal communication skills
Excellent interpersonal awareness, diplomacy, and customer service skills
Strong analytical and critical thinking skills
Good detail orientation and organization
Ability to work independently with high self-motivation and accountability
Education Requirements:
Bachelor's degree or equivalent experience required
Work Experience Requirements:
5 - 7 years of related healthcare experience
Minimum 2 years of direct healthcare operations or client services experience, preferably in government programs
EMSI is proud to be an EEO-AA employer and maintains a Drug-Free workplace.
Job Type: Full-time
Required education:
Bachelor's
Required experience:
Project Management: 5 years
Tableau: 1 year
related healthcare: 5 years
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