Client Service Manager Division: Account Management

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About the Role We are seeking a Client Service Manager (CSM) to serve as the primary point of contact for assigned healthcare and union/fund clients, supporting retiree populations with a high-touch, service-driven approach. This is a hybrid, client- and member-facing position that blends account management, benefit administration, healthcare support, and operational coordination.

The ideal candidate brings healthcare account management or health insurance experience (Medicare experience strongly preferred), thrives in a collaborative environment, and enjoys solving problems—not just identifying them. This role requires professionalism, organization, and the ability to manage multiple priorities across a portfolio of 12–18 clients.

Training Program All new hires participate in a structured 12-week paid training program: Weeks 1–6: Hands-on training with the Retiree Advocacy (Call Center) team Weeks 7–12: CSM-specific training, shadowing, and collaboration with billing and operations

Training is full-time and in-person. After completion, the role transitions to a hybrid schedule (3–4 days in-office; 1–2 remote depending on season).

Key Responsibilities Client Management & Account Oversight Serve as the single point of contact for assigned clients Provide information regarding eligibility, billing, member services, and benefit structure Interpret client-specific data related to products, billing, eligibility, and plan specifications Design, prepare, and coordinate member communications on behalf of clients Deliver timely reporting and insights Develop creative solutions to client challenges Lead client events (virtual and onsite) to strengthen engagement Travel occasionally (less than 10%)

Escalation & Service Excellence Handle escalated calls from members and clients Ensure gold-standard service delivery and maintain service quality expectations Maintain strong follow-up practices (24–48 hour turnaround expectations)

Advocacy Team Support (Call Center Partnership) Support the Advocacy team with group-specific questions Oversee age-ins and disenrollments Provide cross-team training when new groups or changes are introduced Assist with operational coordination and special projects as assigned

Required Qualifications High School diploma or equivalent 4+ years of experience in customer-facing roles such as client service, account management, sales, operations, benefit administration, or project management 2+ years of healthcare-specific experience (health insurance, provider billing, client benefits, Medicare, or medical call center environment) Life & Health License (Arizona) – must obtain within 6 months (company sponsored) Proficiency in Microsoft Word, Excel, and Office applications Strong written and verbal communication skills Professional, self-aware, and detail-oriented

xsgimln Preferred Qualifications Experience with Medicare, Medicare Advantage, or Supplement plans (fully insured or self-funded) Salesforce proficiency ADIP certification Experience managing multiple client accounts simultaneously Strong presentation skills and client-facing professionalism

Ideal Candidate Profile Comfortable managing 12–18 client accounts simultaneously Proactive problem solver who proposes solutions Collaborative and willing to “roll up sleeves” during peak seasons Highly organized and prepared for client-facing presentations Thrives in fast-paced, service-driven environments Takes initiative and consistently delivers exceptional service

Work Environment & Culture Hybrid schedule (3–4 days onsite weekly; additional remote flexibility during off-peak seasons) Business casual dress code Fast-paced, team-oriented environment (October–December is peak season) Supportive, mission-driven culture