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):

• Education: Associate or Bachelor's degree or equivalent experience required
• Minimum of 1 year of experience working in healthcare organizations (health plan, consulting or navigation preferred.)
• Ability to function independently with limited supervision and as a team member within the Client Executive Group
• Interact professionally with other entities, both internal and external, while managing difficult interactions
• Strong customer service and communication skills
• Strong knowledge of the Quantum Health culture and Care Coordination process is preferred
• Ability to research and determine root cause and analysis; facilitate prompt resolution
• Ability to multitask and prioritize workload; excellent organizational and time management skills
• Ability to make timely and effective decisions consistent with Quantum Health's business goals and culture
• Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.
• A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health's policies, values and ethics, and to protecting the sensitive data entrusted to us.