Client Support Manager

Client Support Manager

This position is hybrid and based in Hartford, Connecticut. Founded in 1999 and headquartered in Central Ohio, we're a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we're on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost that's why we call ourselves Healthcare Warriors. We're committed to building diverse and inclusive teams more than 2,000 of us and counting so if you're excited about this position, we encourage you to apply even if your experience doesn't match every requirement.

The Client Support Manager (CSM) role provides support to the Client Engagement Group (CEG) by working with the Client Executive (CE) to ensure client satisfaction and retention of Quantum's book of business. The CSM role has primary responsibility in the day-to-day management of client needs and expectations.

What you'll do (Essential Responsibilities) :

• Responds to complex inquiries, solves non-routine problems using independent discretion, and ensures client satisfaction with the service provided by our Care Coordinators.
• Address and promote status and / or resolution of issues to clients, benefit consultants, and other vendor partners in a thoughtful, professional and articulate manner.
• Facilitates with team leads, clinical leads, IT, Business Intelligence, and other internal areas for resolution of client inquiries and issues.
• Collaborates with third-party vendors' including the TPA, PBM, Stop-Loss carrier, and others, on behalf of the client to gather or communicate information and / or resolve issues.
• Assists in facilitation of standard client processes such as annual renewals, communication strategies and requests.
• Advise Client Executive (CE) of client status and opportunities for improved client satisfaction.
• All other duties as assigned.

What you'll bring (Qualifications) :