Client Support Manager

Requisition ID:877280

Position:Full-Time

Total Rewards:Benefits/Incentive Information

There's more to EyeMed than meets the eye. EyeMed is the fastest growing managed vision benefits company in the country with consistent double-digit membership growth! Through our commitment to innovation, we're reimagining the way employers and their employees think about vision care. We want them to see life to the fullest and experience more of what's best, not more of the same. And if what's best hasn't been done yet, it's our exceptional and passionate employees driving this change. But, our passion for vision isn't just about vision insurance benefits. Our employees are proud to support and participate in life-altering global and local missions through our partnership with OneSight, a leading not-for-profit organization with a 100% focus on eradicating the world's vision crisis.

Your family says a lot about who you are. EyeMed is a key member of the Luxottica family of companies, global leaders in the design, manufacture and distribution of fashion, luxury and sports eyewear. In North America, Luxottica is the home to global brands Ray-Ban, Oakley and many top fashion house brands. Our leading retail brands include LensCrafters, Sunglass Hut, Pearle Vision, and Target Optical.

If you're passionate about driving innovation and change and interested in a career in the optical and insurance industry, EyeMed wants to start the conversation and help provide you a growth-focused opportunity with America's fastest growing vision benefits company.

GENERAL FUNCTION

This role will manage all aspects of Client Operational Support post-implementation for clients. Responsibilities include implementation support and thought leadership for client initiatives, provide cross functional leadership for projects/issues, conduct client data analysis, understand EyeMed operational processes and systems, and support client growth in partnership with the Account Manager. Drive process improvement for clients and internal EyeMed operational teams (ex: membership, claims, data feeds, billing). Lead projects in support of organizational initiatives.

MAJOR DUTIES AND RESPONSIBILITIES

• Lead the post-implementation operational support of operations issue resolution.
• Analyze, report and drive for resolution of membership, billing, and claims processing trends with the goal of improving effectiveness.
• Maintain proper internal controls and risk management with respect to membership processing & reconciliation, billing, and claims processing.
• Responsible for resolution of member eligibility, claim and billing discrepancies.
• Responsible for ensuring constituent satisfaction, with creative thinking and quick response & resolution.
• Participate in client meetings to ensure understanding of client needs and provide operational guidance.
• Develop and maintain relationships with clients on multiple levels and across business lines
• Ensure backup plans are developed and implemented to effectively respond to unplanned situations within standards.
• Maintain a working knowledge of EyeMed systems that include the claims and eligibility system, and constituent facing systems (Exclaim, eyeNET, member web, Call Center interface).
• Manages specific client operational projects; define scope, create project timeline with defined key deliverables, negotiate and complete business requirements, drive resolution of non-standard requests, and communicate status of outstanding issues to EyeMed /Client leadership teams.
• Provide complete and timely communication and reporting to manager related to client projects in process.Meets all deadlines as defined by clients and various functional areas.

BASIC QUALIFICATION

• Bachelor's Degree or equivalent experience
• 5+ years of related experience
• 3 years client-facing experience
• 2 years' experience in an operational liaison role
• Strong written and verbal communication skills
• Knowledge of Microsoft, including advanced MS Excel and MS Access
• Knowledge of query reporting and large scale data analysis

PREFERRED QUALIFICATIONS

• Strong B2B customer service focus
• Understands third party benefits and administration
• Project management experience with internal and external customers
• Ability to troubleshoot, analyze and problem solve on projects and data issues
• Ability to work well independently, under pressure and multi-task

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.