About the Role

As a Client Service Manager (CSM), you will serve as the key point of contact for high-value union and fund clients, delivering our gold-standard service to their retiree populations. This is a hybrid client- and member-facing role, requiring sharp attention to detail, empathy, and strong communication skills. You will manage day-to-day client service needs, resolve escalations, and ensure timely delivery of all administrative and operational support.

This position is ideal for someone with healthcare account management experience—especially in Medicare—and a passion for service excellence.

Training Program

You’ll participate in a 12-week paid training program:

• Weeks 1–6: Hands-on training with our Retiree Advocacy (Call Center) team

• Weeks 7–12: CSM-specific training, including shadowing and collaboration with our billing department

Training is full-time and in-person for 12 weeks. Afterward, the role transitions to a hybrid model (3–4 days onsite, 1–2 days remote depending on season).

Ideal Candidate Profile

• Comfortable balancing multiple priorities across 12–18 clients

• Enjoys problem-solving and proposing solutions, not just flagging issues

• Thrives in a collaborative environment and willing to “get their hands dirty”

• Highly prepared and professional, especially for client-facing presentations

• Takes initiative and consistently delivers exceptional service

Work Environment & Culture

• Hybrid schedule: In-office 3–4 days/week (more remote flexibility in off-peak season)

• Supportive, mission-driven team culture

• Fast-paced and collaborative during peak periods (October–December = “all hands on deck”)

• Business casual dress code

1. Provide daily client point of contact
• Single point of contact for client
• Provide information on eligibility, billing, member and client services
• Perform critical information gathering and interpretation of data concerning
client specifications about products, structure, billing, and eligibility
• Design, prepare and coordinate member communications on behalf of client
• Develop creative solutions to client issues
• Lead client events (at site or virtual) to ensure personalized touch point opportunities
• Provide pertinent reporting to clients
• Travel out of state to  (less than 10%) *mostly to retiree events or retiree presentations
2. Supports the Advocacy (call center) Team
• Assist team with questions specific to their assigned groups
• Oversees age-ins/dis-enrollments
• Disseminate information to team, proved cross team training for changes in
new groups
• Perform other duties and special projects as assigned
• Handle escalated calls from members and clients

Licensing & Qualifications:

• High School diploma or equivalent

• 4+ years’ experience in roles which are customer facing, client service, sales, operation, benefit administration, project management, or account management experience.

• 2-year experience, specifically focused in healthcare, health insurance, provider billing, client benefit or medical call center-based environment.

• Life and Health License in AZ – must obtain within 6 months of employment if not already in possession (company paid)
  Proficient in Word, Excel and other Microsoft applications
  Strong written and oral English communication
  Self-aware and professional

• Proficient in Word, Excel and other Microsoft applications

• Strong written and oral English communication

• Self-aware and professional

• Proficient in Salesforce

• ADIP Training and Certificate

• 2+ years customer facing, client service, sales, operation, benefit administration, project management, or account management experience in a healthcare or call center-based environment required.

• Fully insured and self-funded Medicare, Supplement, or Medicare Advantage health insurance experience.

Benefits:

• Competitive base salary and bonus structure

• Health, dental, and vision insurance

• 401(k) with company match

• Paid time off and company holidays

• Company-sponsored Life & Health License, if needed

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).

This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.