Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S.
Cedar’s mission is to leverage data science, smart product design and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with its consumers in a “one-size-fits-all” approach; and Cedar is excited to leverage consumer best practices to deliver a superior experience.
The Client Services Manager (CSM) owns the end‑to‑end servicing relationship for a portfolio of healthcare provider clients. They are the primary operational point of contact, accountable for contact center performance, vendor oversight, escalations, and client satisfaction within the contracted scope of work.
This role works cross‑functionally with Escalation Specialists, QA/Training, Workforce Management, Product, Integrations, and vendor leadership to ensure we meet or exceed SLAs while delivering a consistently high‑quality patient experience.
Key responsibilitiesClient ownership & relationship management- Serve as the primary servicing contact for assigned clients, representing Cedar’s Servicing organization in day‑to‑day operations and formal reviews.
- Translate the statement of work (SOW) and client goals into clear servicing plans, operating rhythms, and success metrics.
- Run recurring client meetings (e.g., Weekly/Monthly/Quarterly reviews) to share performance, risks, and action plans; document decisions and follow‑ups.
- Proactively surface risks, constraints, and trade‑offs to clients and Cedar leadership, maintaining transparency and trust.
- Own SLA performance for assigned clients across key metrics such as ASA, abandon rate, AHT, QA, CSAT, queue volumes, and turnaround times (including workqueues for back‑office tasks).
- Partner with Workforce Management and vendor leaders to align staffing, forecasting, and scheduling with client demand and contractual requirements.
- Prepare and deliver monthly engagement reports, including KPI dashboards, narrative insights, and recommendations for improvement.
- Identify performance trends and root causes; initiate corrective actions and track impact over time.
- Act as the final servicing owner for high‑priority or complex Salesforce cases (e.g., P0/P1, legal/compliance concerns, VIP patients, systemic issues).
- Partner with Escalation Specialists to ensure timely handling of the Salesforce Servicing and Escalation queues, including stale or long‑open cases >24 hours.
- Provide clear guidance on routing out‑of‑scope items (e.g., Product, Legal, Integrations, client operations) and stay engaged as collaborator where client follow‑up is required.
- Communicate status and resolution of critical issues in client Slack channels and email, ensuring stakeholder visibility and alignment on next steps.
- Oversee performance of external vendors (e.g., Sutherland, Access Healthcare) supporting assigned clients, including adherence to SLAs, QA targets, staffing, and reporting timelines.
- Lead creation and execution of Vendor Performance Improvement Plans (PIPs) when SLAs or quality metrics are not met, clearly defining expectations, milestones, and consequences.
- Facilitate calibration sessions with vendor QA and leadership to align on quality standards, coaching themes, and process changes.
- Partner with vendor leaders on training, access, and tooling needs (e.g., EMR access, knowledge gaps, new workflows) and ensure Cedar teams have the information needed to support oversight.
- Collaborate with QA/Training to review quality trends, refine procedures, and prioritize refreshers or nesting support for underperforming areas.
- Work with Product and Integrations teams to triage systemic issues (e.g., balance mismatches, data integrity, EMR/OP discrepancies), ensuring patient and client impact is understood and addressed.
- Coordinate with Client Managers / Delivery, sharing operational insights that inform roadmap, scope changes, and renewal risk.
- Partner with Workforce Management to recommend structural changes (e.g., new queues, routing rules, staffing model adjustments) that improve efficiency and service outcomes.
- Drive visibility by broadcasting frequent status updates and context through written, sync, and async channels so internal and external stakeholders stay aligned.
- Identify and escalate contractual, regulatory, or reputational risks, particularly those related to billing accuracy, patient complaint trends, or vendor underperformance.
- Practice early escalation of blockers and issues, applying sound judgment to distinguish between problems you can own and those that require leadership or cross‑functional intervention.
- Ensure client‑specific procedures, SOPs, and case management rules are documented, up‑to‑date, and accessible to front‑line and back‑office teams.
- Champion consistent use of standard flows for case categorization, prioritization, and resolution in Salesforce, enabling accurate reporting and auditability.
- Foster a “no surprises” culture by sharing critical updates instantly—especially when things go wrong—so teams can swarm issues and course‑correct quickly.
- Contribute to continuous improvement of Servicing playbooks, templates, and communication patterns (e.g., escalation email templates, reporting summaries, vendor PIP formats).
Required
- 4+ years of experience in client services, account management, operations, or contact center leadership, ideally in healthcare, revenue cycle, or a related highly regulated environment.
- Experience owning client relationships with measurable outcomes (SLAs, NPS/CSAT, renewal/expansion, or cost targets).
- Demonstrated success in vendor or BPO management, including holding partners accountable to performance targets and leading structured improvement plans.
- Hands‑on experience with a CRM / case management platform (Salesforce or similar) and comfort working with operational reports and dashboards.
- Strong analytical skills; able to interpret data, identify trends, and translate insights into clear actions and narratives for clients and internal teams.
- Demonstrates a relentless bias for proactive communication across channels (Slack, email, Salesforce, Jira, etc.); practices a “bad news spoils fast” mindset by escalating blockers immediately and communicating risks early so stakeholders can course‑correct.
- Excellent written and verbal communication skills; adept at framing complex operational issues for both technical and non‑technical stakeholders.
Preferred
- Background in healthcare revenue cycle, patient financial services, or call center operations supporting hospitals, physician groups, or health systems.
- Familiarity with EMR/EHR platforms such as Epic, Meditech, Athena, or similar, and how they intersect with billing and single‑billing office workflows.
- Prior experience working with or inside a vendor‑based contact center model (e.g., Sutherland, Access Healthcare).
- Experience collaborating with Product, Engineering, or Integrations teams on client‑facing platform issues.
- Client advocacy & executive presence – can confidently represent Cedar’s servicing organization with senior client stakeholders while balancing client asks against operational realities.
- Operational rigor – comfortable owning queues, SLAs, and action logs; follows through and holds others accountable.
- Structured problem solving – breaks complex issues (e.g., systemic escalations, vendor underperformance) into clear hypotheses, actions, and owners.
- Change leadership – helps teams adopt new processes, tools, and expectations; anticipates change‑management needs for both internal and vendor staff.
- Collaboration & influence – works effectively across functions (Servicing, QA, Product, Integrations, Client Management, Vendors) without direct authority.
- Proactive stakeholder management – maintains a high velocity of status updates across diverse communication channels to ensure alignment; does not wait to be asked for updates.
- No‑surprises mindset – believes that bad news spoils fast and surfaces risks and setbacks as soon as they are known rather than waiting for perfection.
- SLA performance across assigned clients (ASA, abandon rate, QA scores, CSAT, AHT, turnaround times).
- Escalation metrics (volume, age, time‑to‑first‑response, time‑to‑resolution, recurrence rate).
- Vendor performance against agreed scorecards and improvement plans.
- Client satisfaction and retention, including qualitative feedback from client stakeholders.
- Quality and timeliness of operational reporting and communications to both clients and internal leadership.
Compensation Range and Benefits
- Salary* in CA, NY, NJ, CT, WA: $74,800-$88,000
- Salary* NOT in CA, NY, NJ, CT, WA: $67,300-$79,200
- This role is equity eligible
- This role offers a competitive benefits and wellness package
*Subject to location, experience, and education
#LI-REMOTE
What do we offer to the ideal candidate?
- A chance to improve the U.S. healthcare system at a high-growth company! Our leading healthcare financial platform is scaling rapidly, helping millions of patients per year
- Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you
- For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year to ensure dedicated time to spend with loved ones, explore, rest and recharge
- 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
- Diversity initiatives that encourage Cedarians to bring their whole selves to work, including three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians)
- Competitive pay, equity (for qualifying roles), and health benefits, including fertility & adoption assistance, that start on the first of the month following your start date (or on your start date if your start date coincides with the first of the month)
- Cedar matches 100% of your 401(k) contributions, up to 3% of your annual compensation
- Access to hands-on mentorship, employee and management coaching, and a team discretionary budget for learning and development resources to help you grow both professionally and personally
About us
Cedar was co-founded by Florian Otto and Arel Lidow in 2016 after a negative medical billing experience inspired them to help improve our healthcare system. With a commitment to solving billing and patient experience issues, Cedar has become a leading healthcare technology company fueled by remarkable growth. "Over the past several years, we've raised more than $350 million in funding & have the active support of Thrive and Andreessen Horowitz (a16z).
As of November 2024, Cedar is engaging with 26 million patients annually and is on target to process $3.5 billion in patient payments annually. Cedar partners with more than 55 leading healthcare providers and payers including Highmark Inc., Allegheny Health Network, Novant Health, Allina Health and Providence.
Top Skills
What We Do
Cedar is the AI-powered healthcare financial experience platform, built for the rising cost and complexity of healthcare payments. We help millions of people every year understand and resolve their medical bills with clarity and compassion, while helping healthcare organizations operate more efficiently. We’re combining AI, smart design, and empathy to fix one of healthcare’s most urgent crises.
Why Work With Us
Built on over a billion patient interactions, our platform unifies billing, payments, coverage, and support into one intelligent solution that learns and adapts, delivering stronger results for providers and more empathetic, affordable experiences for patients. We co-innovate with healthcare leaders to make care more accessible and affordable.
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Cedar Teams
Cedar Offices
Remote Workspace
Employees work remotely.
Cedar has adopted a hybrid work model that enables all Cedarians to work in a way that best serves them. For some, that means working from our NYC HQ. Most, (two-thirds) of our employees work remotely and only come to our office for team on-sites
