A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
You are applying for a position through Medix, a staffing agency. The actual posting represents a position at one of our clients. Job Summary Our client is seeking a proactive and execution-oriented Client Service Manager to manage a portfolio of assigned group plan clients and deliver exceptional end-to-end service support. This role is responsible for overseeing post-sale client relationships, resolving complex escalated inquiries regarding eligibility, billing, and health benefits, and identifying root causes to prevent recurring service issues.
Serve as the primary post-sale contact for an assigned portfolio of 12 to 18 client accounts, maintaining strong relationships with plan decision-makers.
Issue Escalation & Resolution:
Act as the second-level escalation owner for complex member inquiries covering billing, eligibility, disenrollments, age-ins, and benefit plan features.
Proactive Prevention:
Identify recurring service gaps and root causes, collaborating with internal operation teams to improve processes and prevent future escalations.
Member Education & Events:
Independently plan, coordinate, and deliver member education sessions, retiree seminars, and benefit training presentations.
Peak Season Operations:
Assist implementation teams during peak open-enrollment periods to ensure client groups are fully prepared for effective plan dates.
Travel:
Travel up to 10% (primarily during Q4: October, November, and December) to lead client meetings, retiree presentations, and health fairs. Qualifications Active NJ Health Insurance License required (or willingness to obtain within 6-month timeframe). Experience 4+ years of customer service, account management, benefits administration, or client operations experience within healthcare, Medicare, or insurance carrier environments. Skills Strong public speaking and group presentation capabilities; ability to manage multiple priorities under tight deadlines. Proficiency in Microsoft Office (Excel, Word, PowerPoint) and experience using CRM/database tools (Salesforce experience preferred). Education High School Diploma or equivalent required; Bachelor's degree preferred. Additional Requirements Must be comfortable working in-office full time for the initial 90-day training period prior to transitioning to a hybrid schedule. Required Employment / Compliance Language Medix is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state, or local protected class. • We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).
Medix Overview:
With over 20 years of experience connecting organizations with highly qualified professionals, Medix is a leading provider of workforce solutions for clients and candidates across the healthcare, scientific, technology, and government industries. Through our core purpose of positively impacting lives, we're dedicated to creating opportunities for job seekers at some of the nation's top companies. As an award-winning career partner, Medix is committed to helping talent find fulfilling and meaningful work because our mission is to help you achieve yours. Any required state or Joint Commission training is compensated at the state or local minimum wage rate. • As a job position within our Insurance division, a successful completion of a background check may be required as a condition of employment. This requirement is directly related to essential job functions including but not limited to: accessing medical and confidential records, verifying financial information, and working within departments that care for vulnerable populations, such as, minors, elderly and those with physical or mental disabilities. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients
