Client Services Manager Emerging Therapy Solutions, Inc. Bloomington, MN Job Details Full-time $56,721 - $70,080 a year 8 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Work from home Vision insurance Life insurance Qualifications Operational analysis Teamwork Customer relationship management Relationship management Process management

Full Job Description Position Summary:

The Client Services Manager provides comprehensive support to ETS clients including payers, facilities, and patients through the shared management of repricing referrals, patient navigation and CGT program activities, and client engagement from onboarding through adoption of ETS services. This role reports to the Director of Client Services and focuses on operational execution while identifying and implementing ongoing opportunities for process improvement, outreach, and referral growth based on metrics and company initiatives to support exceptional service delivery and business growth.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Referral Management Operations

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Referral Processing:

Process new referrals submitted by clients via email, fax, phone, or through the Referral Center Portal (RCP) following established processes and procedures

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Information Gathering:

Obtain any needed information from clients and facilities using professional and efficient communication while documenting activities in appropriate systems

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Follow-up Activities:

Conduct follow-up on outstanding items needed to complete referral processing and perform status-based follow-up activities including obtaining member updates, confirming treatment details, and monitoring member eligibility

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Referral Closure:

Execute referral closure processes for various reasons following established protocols and procedures

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Cross-functional Partnership:

Partner with operations and repricing teams to resolve claim inquiries, obtain needed information, and ensure accurate and efficient claim repricing

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Quality Assurance:

Perform quality assurance of data in RCP, review daily reports related to referral activities, and create weekly referral reports and other reports as needed Patient Navigation and CGT Program Management

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Patient Outreach and Navigation:

Conduct day-to-day CGT-specific patient outreach and navigation program activities including preparing, outreaching, and documenting navigation activities using a patient-centered approach and shared decision-making skills

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Member Education:

Provide comprehensive member education related to prospective treatments including information on related conditions, treatment evaluation processes, and provide condition-specific therapy and resource materials

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Facility Navigation:

Navigate members to approved facilities following review of criteria and any necessary approvals, provider contracting outreach, or clinical input

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Partner Services Coordination:

Offer members access to additional services through partner vendors when appropriate, including travel benefits, genetic counseling, expert reviews, and other available resources

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Comprehensive Member Support:

Provide member outreach and support before, during, and after administered treatment while partnering with colleagues managing associated referral cases

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Proactive Patient Identification:

Collaborate with analytics and clinical teams on work related to proactive patient identification and outreach opportunities

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Member Feedback Collection:

Send satisfaction surveys to members following key program interactions to gather feedback and support continuous improvement efforts Client Support and Relationship Management

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Client Implementation Leadership:

Lead new ETS payer client implementations including conducting portal trainings and assist with facility client implementations to ensure successful onboarding with ETS services

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Service Adoption and Education:

Provide education related to ETS services to ensure adoption and drive optimal outcomes, increase referral volume, and optimize cost savings while informing the sales team of potential upsell opportunities

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Client Intelligence Gathering:

Document inquiries including potential referrals while gathering payer client and contract-related insights, sharing findings with the Director of Client Services and other relevant parties

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Trend Analysis and Monitoring:

Monitor referral trends by payer client, facility, service type, and other relevant data points to provide insights to supervisor and interested stakeholders

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Strategic Client Outreach:

Conduct strategic and proactive outreach to assigned payer clients to maintain strong relationships, identify growth opportunities, and stay current with industry changes, especially within the evolving cell and gene therapy landscape

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Client Reporting and Analytics:

Analyze and maintain payer client reporting related to cost savings and referrals, ensuring data accuracy and timely delivery of insights to both internal stakeholders and clients Process Improvement and Strategic Support

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Process Enhancement:

Identify and implement ongoing opportunities for process improvement, outreach, and referral growth based on metrics and company initiatives while documenting system changes and efficiency improvements

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Cross-functional Collaboration:

Support sales, network contracting, and clinical teams in initiatives that increase referral volume and expand ETS service utilization

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Strategic Initiative Support:

Contribute to company strategic initiatives through operational execution and process optimization

Pay:

$56,721.00 - $70,080.00 per year

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance Work from home

Work Location:

Hybrid remote in Bloomington, MN 55425