• 10-Mar-2020 (CST)
  • Client Experience
  • Creve Coeur, MO, USA
  • Salary
  • Full Time

full benefit package, 401k Retirement, onsite workout facility, personal trainers, weekly yoga, catered weekly meals, casual work environment

Summary of Position: 

The Client Experience Division Manager oversees a team that works directly with the healthcare payer client to understand their data and their needs for Claims & ID card print fulfillment then configures the DOCS platform for successful composition and processing of the client's data.  He or she is also responsible for a customer service team that operates as the main point of contact to Zelis' Clients. The CX Division Manager performs day-to-day management of overall project operations during the implementation phase through the customer service sustainment phase.  He or she identifies barriers, provides resolutions and solutions through customer education and coordination with healthcare payer and internal resources.

Manage business operations in assigned divisions to achieve company goals. Evaluate division performance and recommend new strategies for performance improvements


Duties & Responsibilities:

Management & Support:

  • Conducts daily and weekly meetings with team members to provide guidance, direction,leadership and the support necessary to ensure their ability to accomplish both business and personal development goals.
  • Assists with the hiring of new team members. Develops and ensures successful completion of new hire orientation and training.
  • Coaches and mentors team members to achieve high performance standards.
  •  Effectively communicates & supports the Zelis Client Experience vision/direction to team members, speaks in a positive and professional manner with clients, colleagues and team members.


  • Serves as a resource and support to team members in all aspects of client business and relationships with Zelis (overall, and specifically Client Experience).
  •  Acts as first point of escalation, keeping the Director informed of activities and alerting of any issues promptly.
  •  Is a go-to person on Claims & ID Card production, healthcare enrollment process & other product knowledge.
  • Serves as a liaison with IT team to deliver software related custom integration and implementation support.
  •  Provides availability, support & knowledge in the development of internal training materials and training sessions.
  •  Conducts client visits and trainings as needed.

Problem Solving & Implementation:

  • Makes decisions on how to approach projects for best results.
  •  Identifies barriers; provides resolutions and solutions through employee education, and coordination with client and internal resources.
  •  Proactively manages, measures, and tracks client support tickets to ensure timely resolution.
  • Manages implementation process to successfully move new Zelis customers to live production status quickly and efficiently.

Organization & Collaboration:

  • Collaborates with software developers, quality assurance, and production support team to provide technical direction on design, development, testing and deployment.
  • Project Management structure and plans to accomplish project activities.
  •  Manages ramp up to achieve 100% of customers business on Zelis.

Work Standards:

  •  Ensure there is a high level of customer service and satisfaction on all team accounts
  •  Encourages team members to learn client's technical system, software and current process for print communication.
  • Ensures team is working in adherence of HIPAA, Compliance & Security polices.


Professional and Interpersonal Skills:

o    Aligning Performance for Success Focuses and guides others in accomplishing work objectives. Creates a learning environment, identifies goals, establishes work plans, and provides coaching and timely feedback. Plans and supports the development of individuals' skills and abilities so that they can fulfill current and future goals.

o    Confidentiality/Trust Operates with integrity; demonstrates honesty and respects the need for confidentiality in position.

o    Advanced Analytical Skills Uses sound and logical judgement to identify and analyze complex, multi-dimensional problems, drive solutions and decisions. Encourages others to do the same.

o    Initiative Takes prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive. Responds quickly and works to support needs of team.

o    Communication Communicates accurately, honestly and effectively, both in oral and written form. Represents Company in a professional manner. Encourages collaboration and professional communication amongst team members.

o    Problem Analysis & Solving Uses sound or logical judgment to spot and analyze problems; develops alternative solutions and initiates action. Proactively identifies complex problems; identifies, proposes and implements solutions in a deadline driven environment.  Strong analytical skills, ability to multi-task and deliver under pressure.

o    Initiative Highly motivated to take prompt action to accomplish objectives; strives to achieve goals beyond what is required; proactive. Responds quickly; takes action and goes above and beyond.

o    Facilitating & Supporting Change Encourages others to seek opportunities for different and innovative approaches to addressing problems and opportunities; facilitating the implementation and acceptance of change within the workplace.

o    Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks; self-imposes standards of excellence.

o    Leading & Living Vision and Values Keeping the company's vision and values at the forefront of decision-making and action.

o    Planning and Organizing -  Establishes courses of action for self and others to ensure that work is completed on time and accurately in a fast paced, ever-changing environment. Able to prioritize; determines needed resources, schedules accordingly, leverages resources and keeps self and others focused on achieving goals

 Education and Experience:

  • BS or BA degree preferred
  • 1-3 Supervisory experience preferred or 2 years of progressive leadership and responsibility
  • Previous Customer Service experience required
  • Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, Internet and E-mail, JIRA
  • Advanced data skills including ability to use text editors
  • Understand and utilize web based applications for project management and client business to business applications

 Physical Factors:

  • Sit at desk in meetings or stand in for long periods
  • Work long hours and flexible schedule when needed
  • Use standard office equipment
  • Occasional travel required
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