Client Service Manager

4 days ago

Cleveland, Ohio, United States Quadax, Inc. Full time
Job Description

The RCS Client Services Manager is the Quadax liaison to assigned clients and the Manager to Client Service Support staff. This role involves coordinating ongoing client support and managing the Support Staff which may service many clients.

Key Responsibilities:

  • Manage the relationship and maintain a partnership with assigned clients.
  • Conduct regular status meetings with those assigned clients and coordinate the preparation of status reports, document issues, action items, client initiatives, and status of projects.
  • Actively manage the SaaS Client Support staff, including meeting with the staff to ensure their growth path through the Client Service division.
  • Lead teams to provide solutions to client and act as a liaison between client and Quadax's operations and technical staff.
  • Manage issues to achieve mutual resolution.
  • Monitor and report client satisfaction with service performance and escalate issues as appropriate.
  • Respond to ad hoc client requests.
  • Analyze and coordinate communications to client on service components including monthly releases and enhancements where applicable.
  • Project management for client related projects where needed.
  • Document requests for new reports, configuration updates, and software enhancements, with ability to communicate with Quadax IT and, in some cases, perform acceptance testing prior to release to client.
  • Ensure adherence to the client contract and approve monthly client invoices.
  • Stay abreast of industry changes.
  • Participate with Product on future state deliverables for the software.
  • Other duties as assigned.

Requirements:

  • Bachelor's degree in Business, Healthcare Administration, Information Technology, or other related field. Advanced degree a plus.
  • Experience in client relationship management.
  • Project management experience a plus.
  • Proficient in Microsoft Excel, Word, PowerPoint, and Visio.
  • Process analysis experience, ideally using Visio.
  • Ability to establish priorities, proceed with objectives, and work independently.
  • Working knowledge of healthcare billing and reimbursement, government payer, and managed care industry a plus.
  • Experience with medical accounts receivable management and medical billing software a plus.
  • Ability to maintain confidentiality.

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