Senior Client Operations Associate

Summary

Join Collective Health as a Client Support Specialist and become a crucial part of our team, supporting clients and ensuring excellent experiences. You will own the resolution of client issues, inquiries, and day-to-day servicing, partnering with account relationship owners. Your responsibilities include overseeing client plan requests, driving process improvements, and coordinating cross-functionally to meet client needs. You will need strong customer focus, 5+ years of relevant experience, and proficiency in various tools. The role involves client interaction, but also asynchronous work. Collective Health offers a mission-driven culture, opportunities for professional development, and flexible work arrangements.

Requirements

• 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, preferably in the health insurance industry
• Demonstrated ability to drive efficiency and effectiveness in cross functional processes
• Self-starter 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
• 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
• Enjoys a fast paced team environment and adapts to change by adjusting priorities as needed
• Technical proficiency or ability to quickly learn Google Suite, Airtable, Zendesk, SmartSheets, and Looker

Responsibilities

• Own and support the day-to-day client operations, partnering closely with your assigned account relationship owners 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
• Serve as the interface and translation layer between the relationship manager & client, and the broader plan administration and support teams
• 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 the work will be completed asynchronously or via email etc. you will be actively client facing during key moments in the client journey such as leading the implementation/renewal experience in coordination with your assigned relationship owner. You will also be a crucial part of the face to client during more technical or operational portions of the client experience such as during QBRs or YIR. Time spent as the face to the client (including preparation) will be <35% of the role
• Take on a book of business jointly with your assigned relationship owners. While ratios may change as processes are optimized, book of business size at this level is ~$13M ACV
• 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 identifying opportunities and surfacing ideas for improvement, and then leading improvement initiatives
• Support your assigned clients and relationship owners from sale, through implementation & go-live, and to renewal. Seek ways to optimize and enhance the client experience, especially during implementations and renewals
• Drive process standardization across the book of business and wherever possible, and determine when certain escalations call for further process optimization. Work with your leader and peers to capture these and lead response plans
• 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

Preferred Qualifications

Proficiency in Mandarin

Benefits

• Health insurance
• 401k
• Paid time off
• Stock options
• Opportunities for professional development through internal mobility opportunities, mentorship programs, and courses tailored to your interests
• Flexible work arrangements and a supportive work-life balance