OVERVIEW/GENERAL PURPOSE OF THE POSITION The Client Services Manager is instrumental in cultivating and sustaining long-term relationships between the company and its clients. This role encompasses the onboarding of new clients, serving as the primary liaison with internal teams, and delivering innovative solutions to drive effective change. A subject matter expert in Medicare processes, the manager ensures services align with client goals and regulatory requirements. ESSENTIAL DUTIES AND RESPONSIBILITIES * Act as the main point of contact for assigned client business segments. * Facilitate communication between clients and internal operations teams. * Lead day-to-day client management and meetings. * Respond to client inquiries promptly, escalating issues as needed. * Recommend strategies to uphold service level agreements. * Prepare and present reports, change orders, and incident reports. * Develop strategic account plans, focusing on cross-sell opportunities and client satisfaction metrics. * Identify process improvements to enhance client deliverables. * Ensure compliance with Centers for Medicare and Medicaid Services (CMS) regulations. * Promote a culture of integrity, accountability, and excellence within the team. * Collaborate on special projects and contribute to company objectives. EDUCATION AND EXPERIENCE * Bachelor’s degree or equivalent; project management certification preferred. * Minimum of three (3) years’ experience in a role responsible for client relationship or account management. * Experience in a Medicare Advantage healthcare operations environment working with Medicare Part D (preferred). OTHER DUTIES AND RESPONSIBILITIES * Responsible for compliance with all federal, state and local laws, rules and regulations affecting Company. * Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company. * Responsible for performing other duties and responsibilities as required. REPORTING RELATIONSHIP X Position has no supervisory responsibilities Provides work direction only Provides work direction and has responsibility for hiring, promotions, transfers, performance management, discipline and discharge, etc. Knowledge, Skills, and Abilities * Exceptional communication skills across all organizational levels. * Strong documentation, business analysis, and time management skills. * Strong presentation skills, with the ability to engage diverse audiences. * Knowledge of customer experience metrics and improvement strategies. * Ability to manage multiple projects and prioritize tasks effectively. * Proficient in problem-solving and critical thinking. * Comfortable working independently in a fast-paced environment. Computer Equipment and Software Requirements This position requires the ability to work with a personal computer in a Windows environment. Must possess intermediate to advanced skill in Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, SharePoint, and Visio. WORK ENVIRONMENT Work takes place in a standard remote office environment. While performing the duties of this job, the employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand and walk. Tasks involve the ability reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. DISCLAIMER This job description describes the typical duties and responsibilities associated with the identified job. It does not include all duties and responsibilities of the position. The listing of the duties and responsibilities are not necessarily in the order of their relative importance. Convey Health Solutions: is a healthcare technology and services company that specializes in providing integrated solutions for government-sponsored health plans, including Medicare, Medicaid, and commercial plans. The company focuses on enhancing the administration, compliance, and member engagement of health plans, offering scalable and flexible solutions that support health plan operations. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled Convey Health Solutions, Inc. Remote - Convey