Health Client Manager - Advocacy

Job Description
The Advocacy Client Manager (CM) coordinates and manages all aspects of ongoing delivery for advocacy services. He or she demonstrates strong client consulting skills and deep plan knowledge (including regulatory compliance). The CM is the main contact point for the client with respect to ongoing requirements definitions, large scale ad hoc projects, and service delivery questions. The CM is viewed as the service lead for the client. In general, this role may leverage across multiple Advocacy clients. The CM is responsible for the client satisfaction, domain consulting, and requirements creation and maintenance.

Responsibility Areas:
 
Plan Provisions:
•    Plan Management/Client Consulting - Acts as the subject matter expert for all service specific and common client requirements; accountable for requirements changes through Operations Managers.
•    Leads and facilitates updates for all applicable requirements documents for plan provisions, administrative events, interface documentation, and delivery channel documentation for clients in ongoing delivery. Leverages others where appropriate.
•    Provides subject matter expertise to client, client team, shared services, and supporting services on plan provisions and ongoing processing concepts for clients in ongoing delivery.
•    Serves as primary resource to client, client team, shared services, and supporting services in the translation of requirements and delivery.

Client Management:
•    Participates in internal and external meetings for ongoing delivery, prepares materials for and attends quarterly meetings.
•    Participates in ongoing client status meetings.
•    Shares his/her own in-depth client understanding with others, and uses that understanding to identify ways clients can be better served; coaches others on providing high quality service and building strong client relationships; and uses client knowledge to anticipate needs. Exhibits intuition, and displays willingness to tap into prevalent data.
 
Operations Management:
•    Effectively communicate strategies and provides ongoing direction to the team to ensure alignment and progress.
•    Establish and build appropriate measures of success for the business.
•    Monitor overall deadlines and monthly service goals.
•    Maintain the Service Level Agreement (SLA) and Standard Operating Procedures (SOP) as processes change.

Qualifications:

Minimum Qualifications:
•    Bachelor’s Degree and 2 years related experience in Management; or equivalent combination of education and experience.
•    4 years of client management experience.
•    4 years’ experience working with employer based health plan policies and/or health benefits preferred.
 
Knowledge & Experience:
•    2+ years project management experience managing multifaceted projects and teams, including on-site and virtual management.
•    Previous benefits administration and client consulting experience highly desirable.
•    Proficient in coaching others (minimum 6 months of experience).
•    Experience managing people is beneficial for this role.
•    Previous BSM experience preferred.
 
Technical Skills:
•    Intermediate knowledge of benefits business, including products and services, operations, and delivery.
•    Intermediate knowledge of general system environment and process flow.
•    Intermediate compliance knowledge.
•    Intermediate regulatory and legislative knowledge in aligned service area (Health & Welfare, Defined Benefits, or Defined Contribution).
•    Basic knowledge of overall financial management.
•    Intermediate understanding of benefits outsourcing systems and application platform.
•    Basic knowledge of customer service training concepts.
 
Personal Attributes:
•    Strong analytical and problem-solving skills and ability to coach others on these skills.
•    Strong interpersonal skills, especially specific to persuasion, influence, and negotiation. Has track record of being able to influence indirect parties and shared services functions to accomplish client objectives.
•    Excellent oral, written, and interpersonal communication skills to facilitate effective conversations with internal and external clients.
•    Exhibits leadership and decisiveness under ambiguous circumstances, can create a positive team environment; encourages collaboration and information sharing with team members; leverages individual strengths of team members.
•    Ability to adapt well to changing priorities in a fast paced environment.
•    Demonstrates excellent organizational skills.
 
Work Conditions:
•    Occasional evening and weekend work to meet deadlines.
•    Work with global and offshore resources may require flexible work hours.
•    Daily contact with clients-whether directly aligned to project work or for developing the client relationship.
•    Frequent computer use at workstation up to 2 hours at a time or for extended periods of time.
•    Access information using a computer and related components and peripherals.
•    Participation in training sessions, presentations, and meetings.
•    Occasional travel may be required.

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all of the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

At Alight, we believe that diversity should be visible, valued, and sustained throughout the organization. Alight provides equal treatment and employment opportunities to all employees and applicants for employment without regard to any protected status or other protected characteristic.

Alight does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.  In addition, we take affirmative action to employ and advance in employment qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities, sincerely held religious beliefs, practices and observances, unless doing so would result in an undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.