Job description
Date: Mar 23, 2023
Location: Mason, OH, US, 45040
Requisition ID: 797632
Position:Full-Time
Total Rewards: Benefits/Incentive Information
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
The Senior Manager of Client Support leads a team of Client Support Administrators who provide operational support to EyeMed clients across our commercial direct business. The Sr Manager will provide operational leadership of key strategic initiatives and lead process improvement projects. The Senior Manager will deliver service excellence in terms of client, member, provider, broker and on-going EyeMed operations and client administration.
MAJOR DUTIES AND RESPONSIBILITIES
- Manage a team of Client Support Managers, support professional development and monitor production
- Drive client satisfaction and support client retention through effective operational processes and timely issue resolution
- Support internal operational processes that contribute to business success
- Provide operational guidance and direction on organizational initiatives and projects, new sale and renewal strategies, client directed initiatives, and exceptions or performance guarantees impacting the team
- Identify and recommend defined standards of administration for operations services department that meet the needs of the Clients and are supported by operational systems and process to ensure flawless execution
- Ensures client operational changes are successfully implemented, ensuring satisfaction for internal stakeholders and clients
- Develops and maintains knowledge to articulate EM operational processes including membership, billing, claims, provider relations and call center operations to clients and account management
- Ensure backup plans are developed and implemented to effectively respond to unplanned situations
- Collaborates with Account Management leadership; maintains and develops current client relationships to ensure full support of vision plans
- Drives initiatives and resolution around client issues exceeding client (internal and external), broker, and/or consultant expectations
- Manage day-to-day operation issues, including KPIs, process management, operational execution, and performance/operational reporting
- Effectively manage client initiatives including overall management and execution of specific client operational issues: define scope, create project timeline with defined key deliverables, complete business requirements, drive resolution of requests, and communicate status of outstanding issues to EyeMed /Client leadership teams.
- Comply with standards of administration meeting deadlines as defined by EyeMed clients and various internal functional areas.
- Drive client (internal and external) satisfaction:
- Analyze, report and drive for resolution of membership, billing, and claims processing trends with the goal of improving effectiveness.
- Participate in client meetings alongside staff to ensure understanding of needs and provide operational guidance.
- Effectively manages associates driving high level of motivation, forecast staffing, career development and associate satisfaction scores
BASIC QUALIFICATIONS
- Bachelor’s Degree
- 5 years process improvement execution and experience in an operational liaison role
- Strong B2B & B2C customer service focus
- Demonstrated ability to coach and develop a high performing team
- Project management experience with internal and external customers
- Ability to work well independently, under pressure and multi-task
- Knowledge of query reporting and large-scale data analysis
PREFERRED QUALIFICATIONS
- Financial planning and forecasting
- Experience leading a team
- Benefits, insurance or healthcare industry experience
- Strong knowledge of Facets, CURA, and SalesForce.com or a similar CRM software tool
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/Incentive Information including health benefits, PTO, 401K, paid family leave, tuition reimbursement, and eyewear 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 Luxottica Ethics Compliance Hotline at 1-888-887-3348 (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 receive preference in accordance with Tribal Law.
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