Hybrid Manager, Client Services bei Innovative Care Management Inc

Description

Position Summary:

The Client Services Manager is responsible for leading and developing ICM’s client-facing team to deliver exceptional service, build strong client relationships, and support the company’s mission-driven growth. This role oversees Account Managers and Implementation Manager(s), focusing on operational excellence, client satisfaction, and team performance, with an emphasis on proactive communication, effective issue resolution, and seamless service coordination across departments.

The Client Services Manager also plays a key role in identifying opportunities for service improvement, collaborating with internal teams on client communications, and supporting Account Managers in uncovering value-added service opportunities. While primarily a leadership and operational role, the Client Services Manager may directly support a limited portfolio of high-priority accounts or escalations when needed.

 This is a remote position; however, due to regulatory and operational requirements, we are only considering candidates who reside in Oregon or Washington at this time. (Preferably within convenient travel distance to our office in Portland, OR, which will be required occasionally)
 

Specific Position Requirements & Responsibilities:

Team Leadership and Development

• Lead and support a remote team of client services professionals, including Account Manager(s) and Implementation Manager(s), creating a culture of accountability, collaboration, and continuous improvement
• Provide coaching, mentorship, and performance feedback to help team members grow in their roles and deliver consistently high-quality service
• Set clear team goals and individual expectations; monitor performance and foster a strong sense of ownership and engagement
• Support recruitment, onboarding, and training of new team members to ensure readiness and alignment with ICM’s service values.

Client Services Oversight

• Serve as a primary point of escalation for client concerns, ensuring timely and effective resolution.
• Oversee the delivery of services by Account Manager(s) and Implementation Manager(s), ensuring client needs are met with professionalism, empathy, and consistency
• Provide hands-on support for VIP, high-value, or strategically sensitive client relationships.
• Participate in client lifecycle planning to ensure Account Managers are equipped for renewals, retention, and overall satisfaction.
• Support Account Managers in incorporating client feedback from meetings, surveys, and ongoing interactions into service plans and recommendations.
• Represent the company at client health fairs, open enrollment meetings, or other client-facing events as needed

Operational Excellence & Collaboration

• Collaborate with Business Development, Operations, and internal teams to ensure smooth client onboarding, implementation, service delivery, and offboarding
• Review key performance indicators, service metrics, and client feedback to identify trends, resolve issues proactively, and celebrate successes
• Maintain and enhance documentation, workflows, and service protocols to support consistent delivery and scalable growth

Client Growth & Communication Support

• Coach and guide Account Managers in identifying and pursuing opportunities to expand services within existing accounts in alignment with organizational goals.
• Collaborate with internal teams and/or external partners to develop, customize, and review client-specific communication materials for open enrollment, new program launches, and member education.
• Ensure communications are accurate, consistent, and aligned with client expectations.

Continuous Improvement & Strategic Input

• Identify opportunities for improvement across service delivery, communication practices, and team processes.
• Represent the Client Services team in internal planning discussions, offering insight into enhancing workflows and the client experience.
• Other duties as assigned

Requirements

Work Experience, Qualifications, Additional Skill and Abilities, and Professional Competencies:

Required: 

• Minimum 5 to 7 years in client services/account management in healthcare, benefits, or insurance.
• At least 3 years leading a team, preferably remote.
• Proven experience managing client relationships with self-funded health plans, TPAs, or carriers.
• Understanding of compliance obligations (ERISA, ACA, fiduciary duty) within the self-funded market
• Demonstrated success managing remote staff, with the ability to foster connection, accountability, and high performance in a virtual environment
• Comfort with escalations and high-pressure client interactions.
• Ability to analyze client data to identify trends and opportunities.
• Excellent written/verbal communication, with the ability to review/edit client-facing materials.
• Strong communication, collaboration, and interpersonal skills, with experience working cross-functionally with departments such as sales, implementation, and operations

Preferred

• Experience in renewals, retention strategy, and cross-selling within existing accounts.
• Experience overseeing open enrollment meetings or employee benefits communications.
• Familiarity with regulatory considerations in self-funded health plans.

Education, Licensure, and Certification Requirements:

Required:

• Bachelor’s degree in business, healthcare administration, or related field; or equivalent combination of education and experience.

  Preferred

• Life and health insurance license 

Work and Physical Conditions:

• This is a primarily remote position; however, the Client Services Manager is required to work onsite at ICM’s headquarters up to once per quarter for meetings, training, and team engagement.
• Occasional travel may be required for client meetings, events, or other business needs; travel frequency and locations may vary based on client and organizational priorities.
• All employees must be able to work in environments that comply with HIPAA privacy and confidentiality standards and must ensure the protection of sensitive data.
• Requires long periods of sitting and frequent use of a computer, including tasks involving data entry, document review, virtual meetings, and other digital tools.
• Frequent verbal and written communication are expected. Employees must be able to talk, hear, and view screen-based communications clearly for extended periods.
• This position is primarily sedentary but may occasionally require light physical activity such as moving within a workspace, retrieving files, or carrying office equipment weighing up to 15 pounds.
• Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of this job.