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Centivo is a health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to millions struggling with healthcare costs. The company saves employers 15-30% compared to traditional insurance carriers through a primary care-based ACO model.
The Client Success Manager (CSM) is an intermediate, client-facing operational role that provides day-to-day support keeping Centivo's client experience running smoothly. You will work closely with the Client Success Executive (CSE) who leads client relationships, handling the operational execution behind renewals, escalations, and ongoing plan administration.
Key responsibilities include:
**Client Service & Issue Resolution**: Apply knowledge of Centivo's operations to support established service standards. Partner across internal and external departments to resolve claims, benefits, and enrollment issues. Record and monitor all inquiries through completion, maintain client trackers, handle client inquiries in collaboration with claims and member care teams, support VIP member issue tracking, enter and track Cigna SRS tickets, and escalate concerns appropriately.
**Client Administration & Project Coordination**: Execute follow-ups on open items and cross-functional tasks. Provide operational support on client projects including renewals and terminations. Set up and maintain access for reporting tools and employer portals. Update Salesforce with contact information changes.
**Open Enrollment & Renewal Support**: Attend and support open enrollment meetings (virtual and in-person). Support initial communications and member portal testing. Prepare renewal confirmation forms. Review SBCs, SPDs, and amendments for accuracy.
**Systems & Data Management**: Enter client information into Salesforce, maintain the Master Client Workbook and benefit summaries, send Zakipoint data, support reporting requests, and run ad hoc reports.
**Additional Reporting**: Prepare client-related and internal reports, run claims impact reports, review invoices and plan documents for accuracy.
Required: Bachelor's degree preferred or equivalent experience. 3+ years in client service, account management, or operations within health benefits, insurance, or related industries. Strong knowledge of health plan operations (claims, benefits, enrollment). Ability to manage multiple priorities and meet deadlines. Strong communication skills. Comfort with systems like Salesforce and Plan Manager. Collaborative mindset. High attention to detail. Willingness to travel minimally to moderately for open enrollment and client support.
