Tivity Health, Inc.

  • Client Operations Specialist

    Job Locations US-AZ-Chandler
    Job ID
    2018-1587
  • Description/Responsibilities

    The Client Operations Specialist is responsible for supporting business relationships with existing and new clients across all our product lines by assisting with operational activities for their assigned clients. This position performs a variety of complex operational duties requiring a thorough knowledge of operations and organizational procedures.  The Client Operations Specialist will report to the assigned Director of Operations and work in close collaboration with Account Managers and other necessary Tivity Departments.  The Client Operations Specialist is focused on enhancing relationships and building client loyalty, both internally and externally, by researching and resolving client inquiries and responding appropriately to client requests.  The operational responsibilities can include but are not limited to implementations, customer service, enrollment and eligibility, claims processing build and experience center operations.  The colleague will be a part of a team that integrates product and organization changes into the service operations model to maintain best partnership and service, as well as, integrating advances in technology and organization structure into the service operations model to drive efficiency and quality, ensuring client satisfaction.

     

    Account Management Support:  Support the overall business relationships with clients. 

    • Ensure ongoing contractual terms are met by supporting the operational delivery of services.
    • Correspond regularly with the account management team and support requests.
    • Support and resolve client issues.
    • Serve as a prime point of contact to the clients regarding day-to-day service delivery.
    • Makes sure projects and programs are clearly defined and are completed on time and in a quality manner.
    • Understand appropriate contract verbiage for optimal operations and delivery of programs, including articulation of performance guarantees.
    • Manage program specifications for a dedicated book of business, ensuring Tivity is delivering on contractual obligations.
    • Assist with client/product training with Experience Center, Account Management and data/file teams.
    • Manage, set and execute upon client operations/program expectations.

     

    Issue Resolution: Research and resolve client and member inquiries providing root cause analysis. 

    • Identify, develop and implement resolution strategies.
    • Review and assist in the resolution of client/membership service issues affecting client satisfaction.

    Communication:  Collaborate with client and internal departments to ensure service delivery and client satisfaction.

    • Interact with external customers during the implementation process; manage the flow of information and requests between the external customer and Tivity.
    • Debrief the customer on performance guarantees and outcome reporting schedules.
    • Delivery upon required client reporting to internal and external clients.
    • Maintain and own client data within our Knowledge Database System.

     

    Eligibility Data:  Develop a strong understanding of internal and data systems and client file platforms to effectively coordinate changes and identify issues. 

    • Partner with EIS/Analytics/File Teams to lead client communication and file delivery/execution.
    • Manage internal and external cross functional teams during data intake processes.
    • Manage the fee schedule loading process into the visual claims system.
    • Work closely with marketing and data teams for IMET distribution.
    • Accurately deliver and report on client NMR activities.

    Projects:  Ability to work independently to research best practices and/or market trends to identify and address gaps associated with on-going responsibilities.

    • Analyze overall trends by client and by product, makes recommendations for operational improvements as necessary.
    • Create, edit and maintain current operational processes and procedures for assigned book of business.

    Miscellaneous:  Represent client within cross-functional teams. 

    • Cross–train to support others as needed.
    • Other duties and responsibilities may be assigned as required.

    Qualifications

    • Bachelor’s degree or equivalent client service experience required.
    • 4 or more years’ experience in account management or project support role, or operational client services function.
    • Exceptional customer service skills
    • Strong organization and prioritization skills
    • Process-oriented, strong troubleshooting and problem-solving skills.
    • Strong written, verbal and interpersonal communication skills
    • Knowledge of the healthcare, managed care and/or fitness industry
    • Detail conscious with a high degree of accuracy
    • Proficiency using MS Office - Word, Excel, PowerPoint, Outlook and Visio
    • Experience working in cross-functional work groups

     

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    About Tivity Health

    Tivity Health is a leading provider of fitness and health improvement programs, with strong capabilities in developing and managing network solutions. Through our existing three networks (SilverSneakers® - the nation’s leading fitness program for older adults, Prime® - membership access to the nation’s largest network of fitness centers, and WholeHealth Living – specialty medical network development and benefits management), Tivity Health is focused on targeted population health for those 50 and over.

     

    Tivity Health is an equal employment opportunity employer and is committed to a proactive program of diversity development.  Tivity Health will continue to recruit, hire, train, and promote into all job levels without regard to race, religion, gender, marital status, familial status, national origin, age, mental or physical disability, sexual orientation, gender identity, source of income, or veteran status.

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