Position Overview

The Manager of Client Services will be responsible for the day-to-day operations of the CSS team as well as, building and maintaining outstanding relationships with ZELIS client contacts and internal staff members. This job entails developing and nurturing strong customer relationships, with the ability to multi-task to handle the daily influx of matters with a quick turnaround time for a timely resolution to every request.

What you'll do:

• Provide direction to the CSS Supervisors and Senior CSS for reviewing:

  • New CSS Employee communication

  • Request Tracker and OnBase inquiry aging items weekly for new team members to ensure items are worked timely and consistently

  • CSS training needs for CSS team members, new or tenured

• Weekly review of Zelis platform reports, identifying aged items and trends with clients and/or internal teams.

• Escalation point of contact for clients and internal department heads regarding CSS or claim related issues.

• Work closely with Account Management on any client related issues.

• Manage the daily, weekly, and monthly KPI reporting.

• Monitor inventory turnaround to ensure timely processing of claims.

• Oversee day-to-day workflows of CSS Supervisors and CSS Team.

• Update and maintain Standard Operating Procedures (SOPs), identify gaps, and adjust as needed.

• Conduct department and employee 1x1 meetings.

• Identify efficiencies and improve processes.

• Work closely with CSS Director on department or enterprise projects impacting the team.

• Work closely with P&C on recruiting efforts relating to hiring needs within the CS department.

• Identifies and communicates professional development needs and opportunities for CSS Team.

What you'll bring to Zelis:

• 5-8 years of medical claims or customer service experience.

• 3-5 years of experience managing a staff of 8+ within Claims Operations.

• Excellent organizational skills are required to prioritize responsibilities, thus completing work in a timely fashion.

• Expertise in both fully insured and self-insured market segments.

• Ability to communicate articulately via telephone and email.

• Must maintain a professional demeanor in sensitive situations.

• Proficient knowledge of Microsoft Outlook, Word, and Excel.

• Detail-oriented and able to work in a fast-paced environment.

Base Salary Range

$79,000.00 - $105,000.00

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis’ full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified 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 welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

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 TalentAcquisition@zelis.com.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.