Manager, Client Services-1

Position Overview :

At Zelis, being a Manager of Client Services, you will play a key role in both team and client goals / objectives. You will establish internal help desk performance metrics for the team to drive customer satisfaction & provide guidance, training, and feedback for continued team growth.

You will also play a key role in client initiatives and escalations with a focus on continuing to build client relationships the team has established.

The Client Services team at Zelis is responsible for ensuring our clients have a direct point of contact for any questions they may have about any Zelis products.

The team supports a variety of different product offerings but also helps clients achieve a sense of partnership by bridging any gaps.

Objectives and Responsibilities :

• Managing and directing team of Client Service representatives
• Drives pay adjustments, assess performance for team members, and other people decisions.
• Creating and maintaining both internal and external training documentation for the team and clients to reference
• Building consistent processes the team can follow to ensure clients are receiving the highest level of service
• Ensuring client coverage is facilitated during peak holiday and vacation times
• Tracking help desk ticket volumes, aging, status, and trends to help improve the client experience
• May be responsible for tracking and following client specific SLA's and ticketing requirements
• Collaborating with other teams in Zelis or external partners to ensure clients are receiving a wholistic "One Zelis" user experience
• Serve as a point of escalation for both internal and external issues affecting clients or the team as a whole
• Promotes diversity, inclusion and wellness with team members

What You Will bring :

• 3-4 years of management experience
• Bachelor's degree preferred
• General understanding of Medicare pricing / reimbursement an editing
• Ability to build and cultivate relationships & trust with internal and external partners
• Strong communication skills
• Ability to solve complex issues and find multiple solutions for a singular problem
• Outstanding ability to manage and prioritize multiple tasks
• Ability to work under pressure and meet deadlines
• Demonstrate ability to lead a team, which may include nuances such as coaching, career development, performance management, etc.
• Experience with Microsoft applications, JIRA, Visium (preferred)

Location and Workplace Flexibility : We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St.

Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture and all of our employee's work locations are based on the needs of the position and determined by the Leadership team.

In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members.

We're Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all.

We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care.

Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity, Inclusion, and Belonging

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work.

We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and / or interview process, please email TalentA redacted

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