Client Delivery Manager

About the Role

Key Responsibilities

• Support implementation project management under leadership direction
• Manage client meeting schedules and agendas for assigned clients based on project scope agreements
• Serve as the main point of contact for clients and act as a communication connection between clients and Operations, Client Experience, and other service lines
• Utilize spreadsheets and data visualization software including Excel and Power BI to create and present meeting material
• Create, deliver and present standard and ad hoc client facing material based on client needs
• Use various methods to analyze and convey numerical or statistical data, including pivot tables, graphs and spreadsheets
• Verify or communicate regarding account level auditing/integrity issues to Client
• Facilitate all client meetings, action management
• Respond to client requests received via email and calls
• Actively listen to each client to gain clear understanding of their individual needs and business
• Manage client expectations and follow through on commitments
• Partner with Client Success on meeting deck prep, QA, and deck validation when necessary
• Support Client Success & Business Development initiatives and identify additional business opportunities
• Provide case level feedback to clients as requested via email or SFTP
• Manage client information requests (documents, claim updates, etc)
• Promote a supportive and positive team culture that aligns with company values
• Contribute to the advancement of internal team initiatives by providing hands-on support and ideas
• Manage client health (KPIs) in conjunction with team members to recognize and escalate potential client detractors

Requirements

• 5+ years of internal or external customer service experience
• 5+ years' experience working directly with clients or customers in a healthcare, technical, or high-level sales environment
• Intermediate experience in working with MS Excel (the ability to create pivot tables, V Lookups, etc)
• Strong time management skills and ability to manage multiple priorities
• Ability to support greater efficiencies and evolving policies supporting multiple stakeholders
• Ability to help the team identify future barriers or areas for growth

Nice to Have

• Experience with data visualization tools such as Power BI
• Experience in revenue cycle management or healthcare industry knowledge
• Experience supporting project management or client onboarding processes

Qualifications

• Educational background is not explicitly specified, but relevant experience is emphasized

Benefits & Perks

• Competitive salary with a range of $70,921.24 - $114,234.05 per year
• Participation in an annual bonus plan with a target of 10.00%
• Comprehensive benefits package
• Opportunities for continuous learning and career growth
• Work environment that encourages collaboration and innovation
• Community involvement and meaningful work