Remote Client Experience Manager

Summary

Join Rialtic's Client Experience team and shape how the business interacts with clients. You will focus on operational processes to improve client interactions and satisfaction, ensuring timely issue resolution and anticipating client needs. Collaborate with operational and technical teams to optimize processes and streamline client interactions. Deliver value through efficient processes, enhanced reporting, user training, and exceptional support. Become an expert on the Rialtic platform to support user onboarding and training, and act as the primary contact for client inquiries and support. This role requires 5-7 years of experience leading operations and providing client experience/success.

Requirements

• 5-7 years of leading operations and/or providing the client experience/success function in a previous role
• Understanding of operations and reporting needs
• General understanding of a payer organization
• Able to travel frequently; process-oriented versus relationship-focused like Client Success role

Responsibilities

• Work with Client Experience Analysts to identify actionable insights from healthcare claims data and results
• Review all client-facing reporting for accuracy, including reports on: Impacts of policy customizations or modifications
• Review all client-facing reporting for accuracy, including reports on: Claim impact for retroactive requests
• Review all client-facing reporting for accuracy, including reports on: Comparing actual results to expected or projected results
• Review all client-facing reporting for accuracy, including reports on: Trends by program, line of business, policy, providers, etc
• Communicate all actionable findings within the organization to Client Experience leadership, Client Success, and Go-to-Market to support client understanding of the data
• Become an expert on the Rialtic platform and application to support user onboarding and training
• Support user onboarding including user account setup, management of access/permissions, and security
• Become an expert on the Rialtic Application to provide clients with hands-on training, for both new and existing users
• Introduce new functionality or capabilities within the Rialtic tool and receive product feedback for formal communication internally to our Product team
• Act as primary contact for client inquiries, client support, and all key client deliverables
• Manage client inquiries and technical support processes by logging, tracking, triaging, and responding to all incoming requests
• Support policy review and implementation by making configuration changes within the Rialtic application and closely monitoring policy decisions
• Facilitate and communicate conversations around invoices and SLAs
• Leverage internal monitoring to track client usage and user health on the Rialtic platform and products
• Work closely with Client Success to discuss how to improve all processes related to improving the experience of our clients

Benefits

• Freedom to work from wherever you work best and a home office stipend to make it happen
• Meaningful equity and 401k matching
• Unlimited PTO and wellness reimbursements
• Comprehensive health plans with generous contribution to premiums
• Mental and physical wellness support through TalkSpace, Teladoc, and One Medical subscriptions