What are the responsibilities and job description for the QA Client Success Manager position at ConnectiveRx?
The Operations QA Client Success Manager serves as a Subject Matter Expert related to QA Operations and Client relations. The QA Client Success Manager will manage the onboarding of new and high touch clients/programs to meet Quality SLAs, provide direction to Operations QA Associates, regularly interact with external/internal stakeholders, and will be responsible for leading/facilitating of all assigned client related projects under the supervision of Operations Quality Assurance leadership team. The OQA Client Success Manager will report into the Manager and/or Director of Operations, QA.
Essential Functions
Responsible for managing oversight of assigned programs which will include facilitation and coordination of business and client vision to meet program goals/objectives. Serve as the primary liaison with client and internal Operation/QA stakeholders. Primary responsible of ensuring teams are successfully prepared and facilitating client calibrations and other additional program requests. Builds client confidence and establishes an ongoing partnership with the client management team with the utilization of client management documents/materials.
Support and create client facing slide decks while working in collaboration with the QA Data Analyst team regarding the identification of program trends. Accountable for ensuring client deliverables are met regarding pre/post calibrations in timely and quality manner.
Supports and/or leads internal meetings with Operations related to Quality performance and client calibration preparation. Demonstrates leadership and confidence in client calibration meetings with strong sense of balance relationship between CRx and client which includes service recovery as necessary.
Assists the QA Leadership team with client calibration frequency conversation with the client during onboarding, scheduling, and confirmation of all call preparation tasks are completed accurately and on time.
Knowledge (concepts of the discipline)
Solid working knowledge of quality orientated services such as accuracy management, performance metrics, customer experience/satisfaction, healthcare benefits, and SOP execution. Health Care Experience specifically claim processing, contact center, benefit verification, or similar industry experience is required. Call Center, Brand Hub, and/or Claim Processing experience is a plus. Ability to analyze data to look for trends of opportunities for improvement.
Skills (level of measurable proficiencies)
High level of reading and verbal comprehension of English require. Spanish or other languages considered a plus. Highly proficient in Microsoft Office suite including Word, PowerPoint, and Excel. Must utilize problem-solving skills to resolve concerns and escalated issues. Experience with technical writing (e.g. SOP’s, User Manuals, Work Instructions), typing, data visualization skills to report on data findings.
Education/Degree Requirements/Certifications (if applicable)
Bachelor’s degree in communications, business, and/or healthcare or 5 years in management of relevant experience
Experience (number of years) for people management jobs, indicate years required managing people
3-5 years in Operations, QA with client facing experience.
3-5 years in pharmaceutical healthcare benefits industry
Core Competencies (key behaviors)
Problem solving, results oriented, active listening and high level of attention to detail. Monitor telephone calls and other communications between The Customer and The Customer Care Center. A strong understanding of empathy across the Customer Care Center required in all patient interactions. Ensure provision of exceptional customer service required in customer care case management engagement. Work in a matrix environment requiring strong collaboration skills.
