Client Servicing Manager

The Client Services Manager (CSM) owns the end‑to‑end servicing relationship for a portfolio of healthcare provider clients. They are the primary operational point of contact, accountable for contact center performance, vendor oversight, escalations, and client satisfaction within the contracted scope of work.

This role works cross‑functionally with Escalation Specialists, QA/Training, Workforce Management, Product, Integrations, and vendor leadership to ensure we meet or exceed SLAs while delivering a consistently high‑quality patient experience.

• Serve as the primary servicing contact for assigned clients, representing Cedar’s Servicing organization in day‑to‑day operations and formal reviews.
• Translate the statement of work (SOW) and client goals into clear servicing plans, operating rhythms, and success metrics.
• Run recurring client meetings (e.g., Weekly/Monthly/Quarterly reviews) to share performance, risks, and action plans; document decisions and follow‑ups.
• Proactively surface risks, constraints, and trade‑offs to clients and Cedar leadership, maintaining transparency and trust.

• Own SLA performance for assigned clients across key metrics such as ASA, abandon rate, AHT, QA, CSAT, queue volumes, and turnaround times (including workqueues for back‑office tasks).
• Partner with Workforce Management and vendor leaders to align staffing, forecasting, and scheduling with client demand and contractual requirements.
• Prepare and deliver monthly engagement reports, including KPI dashboards, narrative insights, and recommendations for improvement.
• Identify performance trends and root causes; initiate corrective actions and track impact over time.

• Act as the final servicing owner for high‑priority or complex Salesforce cases (e.g., P0/P1, legal/compliance concerns, VIP patients, systemic issues).
• Partner with Escalation Specialists to ensure timely handling of the Salesforce Servicing and Escalation queues, including stale or long‑open cases >24 hours.
• Provide clear guidance on routing out‑of‑scope items (e.g., Product, Legal, Integrations, client operations) and stay engaged as collaborator where client follow‑up is required.
• Communicate status and resolution of critical issues in client Slack channels and email, ensuring stakeholder visibility and alignment on next steps.

• Oversee performance of external vendors (e.g., Sutherland, Access Healthcare) supporting assigned clients, including adherence to SLAs, QA targets, staffing, and reporting timelines.
• Lead creation and execution of Vendor Performance Improvement Plans (PIPs) when SLAs or quality metrics are not met, clearly defining expectations, milestones, and consequences.
• Facilitate calibration sessions with vendor QA and leadership to align on quality standards, coaching themes, and process changes.
• Partner with vendor leaders on training, access, and tooling needs (e.g., EMR access, knowledge gaps, new workflows) and ensure Cedar teams have the information needed to support oversight.

• Collaborate with QA/Training to review quality trends, refine procedures, and prioritize refreshers or nesting support for underperforming areas.
• Work with Product and Integrations teams to triage systemic issues (e.g., balance mismatches, data integrity, EMR/OP discrepancies), ensuring patient and client impact is understood and addressed.
• Coordinate with Client Managers / Delivery, sharing operational insights that inform roadmap, scope changes, and renewal risk.
• Partner with Workforce Management to recommend structural changes (e.g., new queues, routing rules, staffing model adjustments) that improve efficiency and service outcomes.
• Drive visibility by broadcasting frequent status updates and context through written, sync, and async channels so internal and external stakeholders stay aligned.

• Identify and escalate contractual, regulatory, or reputational risks, particularly those related to billing accuracy, patient complaint trends, or vendor underperformance.
• Practice early escalation of blockers and issues, applying sound judgment to distinguish between problems you can own and those that require leadership or cross‑functional intervention.
• Ensure client‑specific procedures, SOPs, and case management rules are documented, up‑to‑date, and accessible to front‑line and back‑office teams.
• Champion consistent use of standard flows for case categorization, prioritization, and resolution in Salesforce, enabling accurate reporting and auditability.
• Foster a “no surprises” culture by sharing critical updates instantly—especially when things go wrong—so teams can swarm issues and course‑correct quickly.
• Contribute to continuous improvement of Servicing playbooks, templates, and communication patterns (e.g., escalation email templates, reporting summaries, vendor PIP formats).

Required

• 4+ years of experience in client services, account management, operations, or contact center leadership, ideally in healthcare, revenue cycle, or a related highly regulated environment.
• Experience owning client relationships with measurable outcomes (SLAs, NPS/CSAT, renewal/expansion, or cost targets).
• Demonstrated success in vendor or BPO management, including holding partners accountable to performance targets and leading structured improvement plans.
• Hands‑on experience with a CRM / case management platform (Salesforce or similar) and comfort working with operational reports and dashboards.
• Strong analytical skills; able to interpret data, identify trends, and translate insights into clear actions and narratives for clients and internal teams.
• Demonstrates a relentless bias for proactive communication across channels (Slack, email, Salesforce, Jira, etc.); practices a “bad news spoils fast” mindset by escalating blockers immediately and communicating risks early so stakeholders can course‑correct.
• Excellent written and verbal communication skills; adept at framing complex operational issues for both technical and non‑technical stakeholders.

Preferred

• Background in healthcare revenue cycle, patient financial services, or call center operations supporting hospitals, physician groups, or health systems.
• Familiarity with EMR/EHR platforms such as Epic, Meditech, Athena, or similar, and how they intersect with billing and single‑billing office workflows.
• Prior experience working with or inside a vendor‑based contact center model (e.g., Sutherland, Access Healthcare).
• Experience collaborating with Product, Engineering, or Integrations teams on client‑facing platform issues.

• Client advocacy & executive presence – can confidently represent Cedar’s servicing organization with senior client stakeholders while balancing client asks against operational realities.
• Operational rigor – comfortable owning queues, SLAs, and action logs; follows through and holds others accountable.
• Structured problem solving – breaks complex issues (e.g., systemic escalations, vendor underperformance) into clear hypotheses, actions, and owners.
• Change leadership – helps teams adopt new processes, tools, and expectations; anticipates change‑management needs for both internal and vendor staff.
• Collaboration & influence – works effectively across functions (Servicing, QA, Product, Integrations, Client Management, Vendors) without direct authority.
• Proactive stakeholder management – maintains a high velocity of status updates across diverse communication channels to ensure alignment; does not wait to be asked for updates.
• No‑surprises mindset – believes that bad news spoils fast and surfaces risks and setbacks as soon as they are known rather than waiting for perfection.

• SLA performance across assigned clients (ASA, abandon rate, QA scores, CSAT, AHT, turnaround times).
• Escalation metrics (volume, age, time‑to‑first‑response, time‑to‑resolution, recurrence rate).
• Vendor performance against agreed scorecards and improvement plans.
• Client satisfaction and retention, including qualitative feedback from client stakeholders.
• Quality and timeliness of operational reporting and communications to both clients and internal leadership.

• Salary* in CA, NY, NJ, CT, WA: $74,800-$88,000
• Salary* NOT in CA, NY, NJ, CT, WA: $67,300-$79,200 
• This role is equity eligible
• This role offers a competitive benefits and wellness package

*Subject to location, experience, and education

#LI-REMOTE