Manager of Client Services

Requisition ID
2017-1939
# of Openings
1
Category
Operations
US-CA-Santa Monica

Overview

The Manager of Client Services is responsible to ensure client interactions are executed with excellence.

 

This position is responsible to develop and implement departmental procedures, directly oversee department staff and ensure all client inquiries are handled with the highest degree of quality customer service and in compliance with all regulatory and company standards.

 

 

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES TO PERFORM THIS JOB SUCCESSFULLY INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

 

  • Directly oversees department to ensure staff is managed effectively and consistent with all company practices, client expectations and all regulatory standards.
  • Ensures the appropriate and equitable distribution of work is maintained in order to achieve daily, weekly and/or monthly goals.
  • Maintains control of departmental costs in order to ensure profitability is achieved.
  • Creates and provides support, training, tools, and techniques to assist staff in achieving department excellence and maintaining company standards.
  • Ensures all systems and databases for client and/or case information are utilized correctly and up to date at all times.
  • Creates and implements improvement strategies to ensure the highest quality product and customer service is achieved while promoting increased productivity.
  • Organizes and attends staff meetings as required and ensures communication pertaining to all lines of business working effectively together is achieved.
  • Communicates change effectively and assists in preparing and supporting those affected by change. Monitors transition and evaluates results to ensure successful results are achieved.
  • Gives and welcomes feedback and contributes to building a positive team environment through communication and team building exercises.
  • Oversees and assists in planning, assigning and directing employee’s work performance and recognition in line with company objectives and priorities.
  • Ensures all client relationships are maintained and all client specific requirements are met.
  • Promotes effective and efficient utilization of all departmental resources and makes necessary recommendations and/or changes for improvements as needed.
  • Participates in the development and implementation of policies and procedures in order to promote and achieve the most efficient operation possible.
  • Effectively contributes to interdepartmental collaboration and alignment to achieve a superior client experience and ensure a high quality product.

 

 

SUPERVISORY RESPONSIBILITIES

Directly supervise and carry out supervisory responsibilities in accordance with ExamWorks’ policies and applicable laws.  Responsibilities include, but are not limited to:

  • Carries out all managerial responsibilities in accordance with the company’s standards, policies, and all applicable employment laws.
  • Provides support, training, tools, and techniques to assist staff in achieving department goals and standards.
  • Assists supervisor with new hire orientation, training and continued employee development.
  • Oversees the completion and approval of employee timecards and coordinates overtime needs with management team and staff as needed.
  • Encourages positive morale, maintains harmony among staff and resolves grievances when necessary.
  • Oversees and actively participates in the departments hiring and employee separation needs.
  • Supervises staff performance, ensures periodic performance feedback is communicated with all staff and resolves any performance concerns within the department.
  • Executes appropriate job placement and/or growth opportunities with the support of Human Resources Department.
  • Actively participates in successfully conducting and completing annual performance evaluations.

 

 

 

Qualifications

EDUCATION AND/OR EXPERIENCE

  • High school diploma or equivalent required. Bachelors’ Degree in related field is preferred
  • Minimum 5 years’ experience in client services within Medical office or Insurance industry
  • Demonstrated leadership and managerial skills
  • Strong forecasting and analytical skills related to optimal performance (Budgeting, Expenses, P&L)
  • Enthusiastic commitment to the vision, mission and core values of the company as well as compassion and respect for all clients 

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