The CareIQ Client Performance Manager ensures clients have an optimized experience using CorVel's CareIQ Ancillary Healthcare Service. Success in this role requires a strong ability to liaise between CareIQ's product and operations management teams and the field sales and account management teams. This includes ensuring clients are properly onboarded and trained on service utilization, and that customer expectations and setups align with operational capabilities. It also involves establishing reliable customer reporting and effectively promoting the CareIQ customer marketing message.
This is a remote role.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES:- Completes in-person, telephonic and video training, support, and sales presentations for internal and external clients
- Operates as a Subject-Matter-Expert for CareIQ services, customer support, and client implementations
- Effectively communicates standard product and service level specifications to clients and learns their needs to establish customer special handling
- Assures that standardized and customer-specific service level requirements are reviewed and able to be operationalized
- Collaborates with CareIQ product and operations teams to ensure that customer requirements are successfully received and implemented
- Provides service level insights data to clients and field account managers
- Collaborates with all CareIQ Product's departments to ensure operational product synergy
- Completes prompt and excellent direction and resolution of customer service issues
- Maintains appropriate knowledge of jurisdictional regulations, regarding ancillary care, and ensures client service setups are in alignment
- Owns accountability for successful customer experience with CareIQ services
- Additional duties as assigned
KNOWLEDGE & SKILLS:- Strong proficiency in Microsoft Office Suite is required
- Excellent written and verbal communication skills
- Demonstrated ability to provide superior service to internal and external stakeholders
- Demonstrated ability to build trust and strong cross-functional relationships across an organization to achieve common goals
- Proven skill in prioritizing, problem solving, critical thinking, and conflict resolution
- Sense of urgency and ability to multitask in a dynamic, fast-paced environment
EDUCATION & EXPERIENCE:- Bachelor's degree in Business, Healthcare Management, or related field preferred
- 3 years' prior experience in customer/account management with a proven track record of success with high-level accounts preferred
PAY RANGE:CorVel uses a market based approach to pay and our salary ranges may vary depending on your location. Pay rates are established taking into account the following factors: federal, state, and local minimum wage requirements, the geographic location differential, job-related skills, experience, qualifications, internal employee equity, and market conditions. Our ranges may be modified at any time.
For leveled roles (I, II, III, Senior, Lead, etc.) new hires may be slotted into a different level, either up or down, based on assessment during interview process taking into consideration experience, qualifications, and overall fit for the role. The level may impact the salary range and these adjustments would be clarified during the offer process.
Pay Range: $66,941 - $101,258
A list of our benefit offerings can be found on our CorVel website: CorVel Careers | Opportunities in Risk Management
In general, our opportunities will be posted for up to 1 year from date of posting, or until we have selected candidate(s) to fulfill the opening, whichever comes first.
A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w/Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off.
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