We continually strive to deliver superior value on health spend in addition to an excellent employer and an exceptional member experience. As a Senior Client Operations Associate, you will be assigned a number of clients to support. Partnering with your counterparts in CS, you will stay abreast of all client touchpoints and interactions while owning the resolution of all issues, inquiries, and day-to-day servicing. By driving excellent client experiences & engagement you will make a crucial impact on our ability to renew existing clients and secure new prospects.

What you'll do:

• Own and support the day-to-day client operations, partnering closely with your assigned account relationship owner to answer client inquiries, resolve issues & incidents, monitor performance, and service ongoing client needs
• Possess a breadth of knowledge across all operations functions, with a deeper level of expertise in one or more areas; ie eligibility, claims processing, plan setup, etc. Take ownership of process improvement initiatives in pursuit of an enhanced client experience
• Serve as the interface and translation layer between the relationship manager & client, and the broader plan administration and support teams. Be able to translate the client's voice into operational requirements, and operational outcomes into appropriate client-facing messages
• Ensure efficient & effective execution of all client processes while arming your assigned relationship managers with the results and insight they need to drive the client relationship
• While some of your work will be outside the direct view of the client, you will be client facing during key moments in the client journey; implementation/renewal, QBR/YIR, and when issues or incidents require. Time spent as the face to the client (including preparation) will be <45% of the role.
• Take on a single complex and strategic client with your assigned relationship owner.
• Partner with the relationship owners you support to find solutions for the client within our existing workflows. Follow process/procedures where defined, work with your peers and leader to establish and clarify processes where absent.
• Expert ability to self-serve data, reporting, and answers pertaining to client issues and inquiries. Where unable to self-serve, know the process or person to engage instead
• Drive continuous process improvement and standardization in Client Support and across all teams that touch the client experience by proactively identifying opportunities and surfacing ideas for improvement, and then leading improvement initiatives.
• Oversee the timely/accurate turnaround of client plan requests, including benefit changes, product changes, new group additions, client terminations, escalated issues, etc. Correct conflicting work before impact felt by client.
• Coordinate cross-functionally as needed to solve needs of your assigned clients and relationship managers, and create/lead initiatives with stakeholders to improve the client experience.

To be successful in this role, you'll need:

• Strong focus on the customer experience with an ability to anticipate and resolve client questions before they become issues
• 5+ years in operations or customer facing roles supporting B2B clients in the health insurance industry
• Demonstrated ability to drive efficiency and effectiveness in cross functional processes
• Proven ability to be an effective and confident face to the client in support of complex issues and inquiries
• A self-starter mentality, one who is resourceful and can navigate through the organization and our processes with little direction
• An overall enthusiasm and desire for constant learning and self-improvement, and an ability to coach others in your best practices
• An analytical mindset with the ability to identify process gaps, explore enhancements, recommend solutions, and drive initiatives to continuously improve - never settles for the status quo
• To enjoy a fast paced team environment and adapt to change by adjusting priorities as needed
• Technical proficiency or ability to quickly learn Google Suite, Airtable, Zendesk, SmartSheets, Looker, etc

Pay Transparency Statement

This is a hybrid position based out of one of our offices: San Francisco, CA, Plano, TX, or Lehi, UT. Hybrid employees are expected to be in the office two days per week. #LI-hybrid

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.