Client Services Manager 256744

We are seeking a proactive, execution-oriented Client Service Manager to manage a portfolio of assigned group plan clients and deliver exceptional end-to-end service support. This role is responsible for overseeing post-sale client relationships, resolving complex escalated inquiries regarding eligibility, billing, and health benefits, and identifying root causes to prevent recurring service issues.

The ideal candidate thrives in high-touch, fast-paced environments, excels at public speaking and client presentations, and displays strong judgment when navigating complex healthcare benefit structures.

This role is onsite in Mount Laurel, NJ

Key Responsibilities

• Client & Portfolio Management: Serve as the primary post-sale contact for an assigned portfolio of 12 to 18 client accounts, maintaining strong relationships with plan decision-makers.
• Issue Escalation & Resolution: Act as the second-level escalation owner for complex member inquiries covering billing, eligibility, disenrollments, age-ins, and benefit plan features.
• Proactive Prevention: Identify recurring service gaps and root causes, collaborating with internal operation teams to improve processes and prevent future escalations.
• Member Education & Events: Independently plan, coordinate, and deliver member education sessions, retiree seminars, and benefit training presentations.
• Peak Season Operations: Assist implementation teams during peak open-enrollment periods to ensure client groups are fully prepared for effective plan dates.
• Travel: Travel up to 10% (primarily during Q4: October, November, and December) to lead client meetings, retiree presentations, and health fairs.

Position Structure & Training

• In-Office Onboarding: Role is fully in-office for the first 90 days during a comprehensive 7 to 10-week structured training program. Training combines hands-on advocate training with dedicated client management shadowing and billing cross-training.
• Hybrid Work Flexibility: Following the 90-day onboarding period, employees qualify for hybrid flexibility:
• Peak Season: 1 Work-From-Home day per week.
• Non-Peak Season: Up to 2 Work-From-Home days per week (based on team assignment).

Requirements & Qualifications

• Licensure: Active Health Insurance License required (or willingness to obtain within mandatory timeframe).
• Experience: 4+ years of customer service, account management, benefits administration, or client operations experience within healthcare, Medicare, or insurance carrier environments.
• Key Skills: Strong public speaking and group presentation capabilities; ability to manage multiple priorities under tight deadlines.
• Technical Skills: Proficiency in Microsoft Office (Excel, Word, PowerPoint) and experience using CRM/database tools (Salesforce experience preferred).
• Workplace Requirement: Must be comfortable working in-office full time for the initial 90-day training period prior to transitioning to a hybrid schedule.
• Education: High School Diploma or equivalent required; Bachelor’s degree preferred.

Why Join Us?

• Competitive base salary with an annual 15% bonus opportunity.
• Comprehensive benefits package including health coverage and 401(k) retirement options.
• Structured 7-10 week paid training and mentoring program to set you up for success.