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Client Account Manager

2 months ago

Chicago, Illinois, United States Garner Health Full time
Job Overview

At Garner Health, we are dedicated to revolutionizing the healthcare landscape by providing high-quality and cost-effective care solutions. Our goal is to assist employers in restructuring their healthcare benefits, offering clear incentives and data-driven insights that guide employees to superior healthcare providers. This approach leads to improved health outcomes for patients while ensuring that healthcare professionals are rewarded for their quality of care rather than the quantity of procedures performed.

We are seeking a Client Services Specialist who will play a pivotal role in managing and nurturing client relationships to enhance satisfaction and retention. This position will serve as the main point of contact for clients, addressing their inquiries, resolving challenges, and facilitating tailored solutions that align with their needs. The role will also involve supporting the onboarding of new clients and will require expertise in project management, as well as the ability to effectively coordinate with cross-functional teams and external partners.

Key Responsibilities

New Client Onboarding:

  • Lead project management efforts for new client implementations from initiation to completion.
  • Develop and maintain comprehensive project plans, ensuring all tasks are executed within established timelines and deliverables are achieved.
  • Encourage effective collaboration with various teams, including Sales, Product Development, Account Management, and Integrations, to ensure a seamless implementation process and maintain client satisfaction.
  • Work closely with clients and Account Managers to gather and document their requirements, ensuring a deep understanding of their business objectives and effectively communicating the value of our solutions.

Client Services and Support:

  • Respond promptly to client inquiries or concerns, troubleshoot issues, prioritize tasks, collaborate with internal teams, provide timely updates to stakeholders, and gather feedback to ensure resolution and client satisfaction.
  • Maintain accurate records of client interactions, transactions, and communications using CRM software or other tools.
  • Coordinate the delivery of services and support to clients, ensuring high levels of client satisfaction.
  • Proactively identify trends and mitigate risks that may affect client satisfaction or retention, proposing innovative solutions to address challenges.
  • Monitor service performance metrics and address any issues or concerns promptly to uphold service quality.
  • Develop a thorough understanding of our products and services, providing in-depth assistance to clients and educating them on features, functionalities, and best practices.
  • Offer ongoing training, education, and support to ensure clients can effectively leverage the benefits of the implemented solutions.
Ideal Candidate Profile
  • Minimum of 2 years of experience in client services, customer support, or implementation roles, preferably within the health insurance, employer health benefits, or health technology sectors.
  • Familiarity with project management and collaboration tools such as Zendesk, Salesforce, Slack, G Suite, Asana, Smartsheet, and others.
  • Strong problem-solving skills with a proactive and responsive approach to client issues.
  • Ability to manage multiple projects and deliver results under tight deadlines.
  • Exceptional communication and interpersonal skills, with a talent for building trusted relationships with clients and internal teams.
  • Outstanding organizational skills to efficiently manage tasks, projects, and workflows, ensuring timely achievement of deadlines and client satisfaction.
  • Knowledge of medical claims processing and/or Electronic Data Interchange (EDI) is advantageous.
  • A willingness to take initiative and contribute to the overall success of the company.
  • Experience in a fast-paced startup environment is preferred.
  • A commitment to our mission of improving the U.S. healthcare system.
Company Values
  • Mission First: Our primary goal is to transform the healthcare system, delivering high-quality and affordable care to all.
  • Expect Extraordinary: We strive for exceptional results and continuously push ourselves to achieve new heights.
  • Courageous Communication: We value transparency and candor, fostering an environment where open communication is encouraged.
  • Supportive Community: We believe that individuals perform best when they feel genuinely supported and valued.

Garner Health is an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based on any legally protected characteristics.