Manager, Client Services - Commercial Small Group
Watertown , Massachusetts
November 23, 2017

This position reports to the Director of Sales Administration and provides day-to-day management of small group account managers in the Massachusetts, Rhode Island and New Hampshire market. Responsibilities include leadership and support of CS staff in the management and renewal of their accounts. Position is also responsible for overseeing the Commonwealth Connector relationship, the Non-Group market and the Intermediary market, which consists of three companies that offer products to small businesses in Massachusetts. Activities include developing strategic business plans and ensuring service models are followed, building multi-level internal and external relationships, and providing management level intervention for escalated service issues. In addition this role coaches and develops account managers in strategic management of their books-of-business, and supporting the development of an account associate that supports the account management team. Position is also responsible for providing oversight for the launch of new plan designs in the small group product portfolio for January of each year. This work is facilitated by the small group Program Manager that reports in to the Manager of Client Services and involves close coordination of work with an external vendor, our marketing department, underwriting department, and with key operational departments. Finally, this position is focused on oversight of client service activities, continued development of team and interacting with clients and broker agencies and working with the Director of Sales Administration to translate service strategies into action plans for the team.

Responsible for daily management and oversight of small group account management activity. Provides leadership and direction to the account management team to effectively carry out objectives to achieve goals and retention targets. This includes account coverage and management, and the ongoing evaluation and refinement of client service strategies and activities.
Recruits and develops a team of highly effective service professionals. Monitors both team and individual performance, provides feedback, coaching and motivation to maximize individual achievement and drive continuous performance improvement. Acts as the escalation point for issues raised by team members, brokers and clients.
Assists the Director of Sales Administration with the development of services initiatives, annual service plans, membership forecasts and budgets for the service team. Works collaboratively with underwriting to develop renewal pricing strategies that are competitive and balanced to achieve profitable growth.
Responsible for all annual activity related to the Massachusetts Commonwealth Connector. Key deliverables include responding to the annual RFR from the Connector, implementing any new plans or programs related to the RFR, and working closely with the small group Program Manager that handles the day to day work related to this block of business.
Works closely with the Product and Marketing team to ensure that all new plans and benefits changes are successfully implement for January of each year.
Responsible for oversight of Intermediary Market. Key tasks include working with small group Program Manager on implementing all annual open enrollment changes related to the Intermediary marketplace.
Responsible for oversight of Non-Group Market. Key tasks include working with small group Program Manager on implementing all annual open enrollment changes for the non-group market.
Stays in close contact with customers and brokers by making frequent service calls with account management staff. Participates in customer meetings communicating service and renewal results. Helps identify new product / service needs and communicates market intelligence, trends and observations to leadership team.
Works collaboratively with new business sales team to ensure effective implementation and on-boarding of new business clients.
Other duties include:
-- Oversight of systems testing related to launch of new plans and changes each year
-- Works collaborative with managers of other THP departments to address various sales/marketing issues and to resolve client problems
-- Manages account managers commission calculations
-- Represents the CS organization on cross-functional projects, task forces and committees
-- Participates in plan reviews and the development of new products and/or service capabilities

A little about us:
Founded in 1979, Tufts Health Plan is nationally recognized for its commitment to providing innovative, high-quality health care coverage.

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