At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design.
Our company mission is to transform people’s healthcare experience from confusing and complicated to empowering and trustworthy. Likewise, for the leading employers we work with, we are trusted partners in helping them deliver superior value on their healthcare spend—often the second highest line item in their budget. We believe the experiences we deliver to our members and clients are a differentiated part of our product offering. We are looking for a Client Operations Manager to continue to develop and measure the employer experience delivered by our Client Success team.
As a Senior Client Operations Manager at Collective Health, you’ll be a key member of the Client Success team where you’ll be instrumental in building strong partnerships with our clients that will lead to long lasting relationships. You'll join an incredible team of people who have worked in many facets of healthcare, from traditional health plans and consulting to niche point solutions and provider systems. Working directly with our Account Executives, you’ll manage our relationships with clients, focusing on issues that come up day-to-day. We’ll count on you to collaborate with our internal teams to make things happen on behalf of your clients so you drive a great employer experience. And there are many projects that you’ll have a chance to work on that will make us more effective as a team, and that will elevate the importance of our clients’ success as a driver of the success of Collective Health.
What you'll do:- Support an assigned book of business by providing strong day-to-day service that focuses on our clients’ needs and issues as they arise
- Focus on all administrative tasks especially those required on a daily, weekly or monthly basis (invoicing, deliverables, reporting, issues log maintenance, etc)
- Develop processes and improvements that will help our team be more effective, either internally or with our clients
- Build client relationships that will lead to long term partnerships; work closely with and stay in close contact with client ‘users’ and ‘key players’ to maintain solid client rapport
- Represent the voice of our client internally to ensure we deliver products and services that meet their needs
- Create a foundation of trust and confidence in our clients by executing on the simple things that matter a lot: being accessible and responsive; following up on issues; and keeping promises for delivering timely and accurate answers to questions
- Hold and facilitate regular discussions with clients to address urgent or escalated issues, requests, and/or asks quickly and effectively
- Partner and collaborate with internal teams to produce the outcomes needed, whether it’s solving a problem, enhancing a product feature, or providing training to clients on specifics such as billing, claims and service processes
- Understand our employer reports and learn how to provide analytic support and insights
- Proactively review performance metrics to ensure all client expectations and SLAs are being met; notifying leadership immediately when there is a risk
- Partner closely with your Client Support team to service our clients day-to-day and resolve any issues that may come up
- Help own the client relationship, including de-escalating concerns wherever possible
- Track and monitor all client requests and/or issues in order to ensure quick resolution (along with helping to identify trends or patterns in the issues being tracked)
- Monitor and track all client SLAs and provide regular reporting and data to leadership team
- Lead and manage a small team of Client Success Associates
- 5 years account management experience within the healthcare industry
- Excellent communication and project management skills
- Excellent problem solving skills
- Possesses excellent client relationship management and rapport building skills
- Ability to analyze and interpret data
- Work autonomously and at a rapid pace, within a changing environment
- Demonstrated ability to develop strong working relationships and ensure healthy long term partnerships
- Excellent client relationship and process management skills
- Analytical and critical thinking skills
- Attention to detail and accuracy; strong organizational skills
- Excellent writing, communication, presentation, and interpersonal skills
- Ability to organize and prioritize multiple issues, activities, and deadlines
- Ability to track, monitor and measure results
- Must be self-motivated and able to work autonomously
- Ability to create and develop relationships both internally and externally
- Travel up to 10% may be required
This is a hybrid position based out of one of our offices: San Francisco, CA, Plano, TX, or Lehi, UT. Hybrid employees are expected to be in the office two days per week. #LI-hybrid
The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for 65,000 stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.
- Mission-driven culture that values innovation, collaboration, and a commitment to excellence in healthcare
- Impactful projects that shape the future of our organization
- Opportunities for professional development through internal mobility opportunities, mentorship programs, and courses tailored to your interests
- Flexible work arrangements and a supportive work-life balance
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact [email protected].
Privacy NoticeFor more information about why we need your data and how we use it, please see our privacy policy: https://collectivehealth.com/privacy-policy/.
Skills Required
- At least 5 years of account management experience within the healthcare industry
- Excellent communication and project management skills
- Excellent problem-solving skills
- Strong client relationship management and rapport-building skills
- Ability to analyze and interpret data
- Ability to work autonomously and at a rapid pace in a changing environment
- Ability to develop strong working relationships and ensure healthy long-term partnerships
- Excellent client relationship and process management skills
- Analytical and critical thinking skills
- Attention to detail, accuracy, and strong organizational skills
- Excellent writing, communication, presentation, and interpersonal skills
- Ability to organize and prioritize multiple issues, activities, and deadlines
- Ability to track, monitor, and measure results
- Self-motivation and ability to work autonomously
- Ability to create and develop internal and external relationships
Collective Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Collective Health and has not been reviewed or approved by Collective Health.
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Healthcare Strength — Benefits include competitive medical, dental, and vision coverage with options for $0 employee-only premiums and no waiting period, with some plans offering very low out-of-pocket costs. Feedback suggests this level of coverage is a standout element of the total package.
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Leave & Time Off Breadth — Generous time-off programs encompass ample PTO, 12 paid holidays, baby-bonding leave with a supportive return-to-work program, and a fully paid four-week sabbatical after five years. Feedback suggests these elements meaningfully enhance overall rewards beyond cash.
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Wellbeing & Lifestyle Benefits — A $100 monthly wellness stipend, access to Headspace resources, commuter support, and optional add-on insurances provide breadth and flexibility in day-to-day benefits. Feedback suggests these lifestyle supports contribute tangible value alongside salary.
Collective Health Insights
What We Do
Collective Health is a technology company simplifying employer healthcare to make health insurance work for everyone. With more than a quarter million members and over 60 enterprise clients—including Pinterest, Restoration Hardware, and more—our technical and customer experience teams are reinventing the healthcare experience for employers and their people.
Why Work With Us
Collective Health has a mighty mission—to make the American healthcare system effortless—and a culture focused empathy, authenticity, curiosity, and a need to solve hard problems. We have a diverse, mission-driven team with doctors working alongside data scientists and nuclear engineers to reinvent the the healthcare experience for everyday people.
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