DIRECTOR OF CLIENT SERVICES-HEALTH ADVOCATE
West Corporation

Job Info

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For this opening we will consider candidates from the following locations: PLYMOUTH MEETING,PA,US |

BASIC FUNCTION



MAJOR JOB ACCOUNTABILITIES



Client Service Functions - Responsible for overseeing the implementation of client account setups, eligibility, reporting, and ensuring an excellent working relationship with assigned client(s) or client representatives while adhering to corporate and departmental policies and procedures



* Oversee all client interface activities (e.g. developing requirements, ensuring data transfer needs are met, etc.) of assigned staff ensuring functions exceed the needs of the client by continuously reviewing the effectiveness of current procedures and striving to identify improvements to the process

* Place the highest priority on ensuring that the activities of assigned staff meet the timelines and quality needs of the client

* Oversee staff activities ensuring that all policies and procedures are adhered to and remain consistent

* Participate in, and oversee planning of client visits ensuring coordination of all aspects of the visit (i.e., agenda, room, visit participants, system demos, operational tours, etc.)

*Act as the liaison between the operational units to ensure that continuous improvement is being developed for the service personnel to meet the clients' and members' needs

*Develop, implement, and oversee the delivery of quality assurance processes and develop client specific reports as necessary

*Strategically design creative solutions to meet unique client needs and oversee the implementation of system, process, and workflow solutions as applicable

* Oversee contact with client regarding performance measures to ensure continued client satisfaction with work product

* Ensure the implemented programs continually support the attainment of corporate goals and is completed in a timely, accurate, and quality manner striving to exceed expectations

* Respond with a sense of urgency to problems escalated to employee's level

* Oversee research and direct the investigation of client issues with appropriate staff to bring issue to a resolution

* Escalate to senior management any situation outside the employee's control that could adversely impact the services being provided

* Work in conjunction with other departments and/or divisions on account issues to give client seamless service

* Communicate constructive feedback to management if a specific department or function within the company are not providing agreed upon service levels for a client

* Ensure total understanding of contract and scope of services being provided and financial and contractual parameters agreed upon

* Ensure quality consultative advice is provided to the client in a timely manner, presenting recommendations and analysis to internal management for review

* Ensure staff stay abreast of enhanced features and functions offered through other divisions in order to strive to meet all program needs

* Know and support approved corporate and departmental policies relating to business procedures, philosophies and conduct and properly interpret, communicate, and assure acceptance by subordinates

Employee and Personal Leadership Development - Coach, develop, and mentor subordinates to achieve quality performance while continuing to develop personal management skill necessary to lead staff and handle unique management challenges

*Promote employee development by establishing performance measures that encourage employees to excel

*Continually assess personal management skills determining strengths and developing a plan to address areas for growth

*Participate in the development of strategies to find optimal solutions to compensate, attract, and retain the talent necessary to achieve established goals and objectives

*Review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals

*Assist staff with establishing and attaining career development goals

*Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility

*Conduct formal appraisals and performance reviews

*For staff located within the United States ensure compliance with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines

*Comply with individual country employment laws and regulations based on location of staff

*Review and recommend suggestions to management when updates to job descriptions are required as responsibilities change

Client Satisfaction - Establish an excellent working relationship with assigned client and continuously strive to improve the level of overall service that West is providing

*Participate in client meetings and conference calls in order to identify issues and make recommendations on how to eliminate future occurrences

*Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner

*Maintain current and up-to-date knowledge of clients

*Escalate to management any situation outside the employee's control that could adversely impact the service provided to the client

*Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions

*Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management



Interfaces - Proactively strive to enhance the efficiency and effectiveness of all work flow interfaces in order to exceed established business goals and objectives

*Develop partnership with Executive management, internal departments, and external contacts

*Continuously evaluate interfaces with other departments, divisions, and the efficiency and effectiveness of work flow between areas of responsibility

*Identify processes where improvements can be made and take timely action

*Solicit input from all internal sources to assess areas for improvement in meeting expectations

*Perform quality review of services being provided identifying trends indicating the need to revise existing methods and procedures

*Continuously remain educated on processes and procedures in order to identify obstacles to meeting business needs

Budget Assistance - Assist supervisor with reviewing all charges and ensuring they are accurate for respective portion of annual budget

*Review the monthly variance reports resolving any discrepancies

*Assist in projecting department staffing levels necessary to meet customer expectations

*Assist with staffing level projections necessary to meet customer expectations



Mental and Physical Requirements-

*This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers

*The nature of the work in this position is sedentary and the incumbent will be sitting most of the time

*Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day

*Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day



Related Duties as Assigned -

* The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents

* Consequently, job incumbents may be asked to perform other duties as required

* Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above

* Please contact your local Employee Relations representative to request a review of any such

Accommodations

MINIMUM QUALIFICATIONS

Applicant for this job will be expected to meet the following minimum qualifications.

Education

* Bachelor's degree from an accredited college or university required with major course work in business administration, marketing, healthcare administration, or a related field required. Equivalent work experience in a similar position may be substituted for education requirements.

Experience

*Minimum of 5 year's increasingly responsible client facing management experience required in benefit administration, healthcare, call center operations, sales, project management, business systems, or a related area is required

*Minimum 2 years lead or supervisory experience required



Other

* Intermediate knowledge of Microsoft Word, Excel, and Outlook required

* Based on area of assignment the ability to travel up to 10% of the time may be required

*Based on program may need to be bilingual in English, Spanish, etc.

A successful incumbent in the job will be able to demonstrate the following skills and abilities:

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  Strong communication skills and phone etiquette
  
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  Strong ability to explain complex issues to members in simple, understandable terms
  
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  Highly effective listening skills
  
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  Strong problems solving/issue resolution skills
  
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  Excellent customer service and customer resolution skills
  
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  Strong organizational and administrative skills
  
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  Ability to work in a team environment
  

This job has expired.