Client Services Manager

Healthbreak is a worksite wellness services provider with a 29-year track record of successfully helping companies and their employees embrace healthy living. We innovate, customize, integrate, create, engage, analyze, report, manage, get the wellness word out, have fun and best of all, we generate award winning wellness programs. This position provides a great opportunity for the right professional to work onsite coordinating a comprehensive wellness program for one of our valued clients.

Role of Position

Serve as the main point of contact for a designated number of Healthbreak clients to direct, implement and manage their population health management programs and initiatives using a mobile-first digital wellness platform. Oversee both high-tech and high-touch offerings that engage individuals in their health and well-being, drive improvements in health risks, contain costs and build a culture of health and the workplace. Provide excellent customer service, proactive solutions, and respond immediately to any requests to ensure optimal retention of business.

Essential Duties and Responsibilities 

• Direct, coordinate and manage the implementation of the wellness platform and other contracted services for each client assigned. These day-to-day account management activities are carried out through live meetings, telephonic discussions and/or webinars.
• Provide clients guidance during enrollment, engagement and completion stages of their annual program and serve as an expert on all operational aspects of all Healthbreak programs and solutions.
• Utilize education and training, industry information, and best practice standards to guide client decisions around strategy, use of wellness platform components and other services, and incentive integration to ensure optimal success.
• Prepare communications strategy and timeline and distribute marketing materials and other communications as outlined.
• Operate as the liaison for the planning process and deliver of onsite health screening services including lab and biometrics for clients.
• Upsell and facilitate the delivery and coordination of additional lifestyle programs, wellness challenge programs, needs assessments, seminars, special events, and other services as requested.
• Prepare, interpret and present reviews and reports for each client account on metrics such as engagement, health risks, group participation, and other data.
• Troubleshoot all issues immediately, work to resolve quickly, document and share with others as outlined in procedures.
• Deliver the highest level of customer service for client base while ensuring annual contract renewal and growth.
• Manage and control allocated time and budgets assigned per client. Prepare billing reports and approve client invoices.
• Assist and support the Sales team with the renewal of the client’s service agreement on an annual basis.
• Be an engaged Healthbreak Team Member, participate on special projects, and other work as assigned.

Supervisory Duties/Responsibility

• Indirect supervision of employees that assist in the delivery of client services. Oversight of contracted instructors and other vendor contracts as required.

Travel Expectation

• Approximately 5-10% travel for periodic site visits to clients as assigned.

Qualifications

• Bachelor’s Degree in a health-related field is required; Master’s Degree a plus.
• Experience in the healthcare industry and with digital health applications and services.
• A minimum of five years’ experience in implementing wellness solutions for employers.
• A minimum of two years’ experience implementing internet-based wellness platforms and other digital health applications and services.
• Advanced understanding of health cost management strategies, organizational culture and employee engagement theories.
• Ability to prioritize tasks and manage multiple projects in a fast-paced, entrepreneurial environment.
• Strong organizational, detail orientated, analytical, and problem-solving skills.
• Proven group facilitation skills including a track record of successfully managing virtual projects or teams.
• Innovative thinker with ability to manage a diverse client portfolio of employer groups.
• One or more certifications listed: ACSM, CHES, NSCA, MCHES, HIA, HCP or similar industry credentials.
• Strong knowledge of MS Office suit: including Word, Excel, PowerPoint, Outlook, Teams, and OneNote.

Working Conditions

• The noise level in the work environment is moderate to quiet.
• The employee is regularly required to sit and talk or hear; frequently required to stand; pushing/pulling, lifting/carrying, bending/squatting is part of the daily job.
• Occasional moderate physical activity required to effectively teach fitness demonstrations or set up promotional booths that includes frequent lifting and/or moving up to 20 pounds and occasional lifting and/or moving up to 50 pounds.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. May perform other duties as assigned.