Client Services Program Manager--AXA Assistance

Location ILLINOIS, United States
Experience level Experienced Hire
Job details sector Operational Excellence
Apply before Date not available

The Program Manager works closely with Account Management, Operations and Finance to manage day to day client inquiries and escalations, to drive process and change initiatives, and to perform various administrative tasks related to the management of the client account.

Program Support
• Oversee daily inventory management
• Work closely with operational leads in other AXA entities to ensure inventory is being managed and worked appropriately
• Serve as the key point of contact for all operational matters with our medical network providers, and liaise with other teams as need to resolve any issues
Escalation Resolution
• Serves as the primary point of client escalation for all operational matters
Liaise with other department heads in order to manage escalation resolution, as well as communication back to the client.
• Own communication back to the client on outcome, resolution, and remediation plan
Process Improvement Initiatives
• Manage projects and process improvement initiatives related to efficiencies and customer service improvements
• Oversee change management requests and initiatives driving by client requests
• Maintain updates to internal systems and process documentation as needed
• Work closely with Account Managers to communicate any changes with existing accounts, and to develop action plans as needed to address ongoing service-related concerns
Metrics and Inventory Oversight
• Oversight of operational metrics and claims inventory, specifically to ensure client service levels are being met.
• Hold regular meetings to monitor operational processes and claims inventory associated with PPO revenue
Metrics and Inventory Oversight
• Oversight of operational metrics and claims inventory, specifically to ensure client service levels are being met.

• Hold regular meetings to monitor operational processes and claims inventory associated with PPO revenue

Reporting
• Develops and deliver progress reports, proposals, requirements documentation, and presentations


 

Bachelor’s degree preferred
3-5years related experience and/or training; or equivalent
Intermediate level knowledge of Microsoft Suite products including PowerPoint, Excel, & Visio  
Experience in working with multiple CM/Data collection systems
Ability to work well with others and collaborate on projects 
Proven problem solving abilities, ability to use creativity to resolve escalations and propose process changes and efficiencies
Previous strategic client-facing experience

 


NOTE: AXA participates in the E-Verify program.

 

In addition to competitive compensation and an outstanding benefits package including 401 (k) and medical programs, we offer the opportunity for continued professional development in a congenial corporate environment.

 

AXA is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws.


AXA Assistance is a worldwide leader in emergency travel assistance and has grown to 38 offices around the globe. Services now include emergency medical assistance, managed care, concierge and travel services. Regardless of how our company has grown, our business focus remains the same: to best use the knowledge and customer service skills of our employees to exceed the expectations of our clients.