Client Services Manager


Bothell, WA

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Job Description

Client Services Manager

Client Services Bothell, Washington
As the largest Taft-Hartley Third Party Administrator (TPA) in the nation, we perform the day-to-day operations in servicing our clients, members and participants with their health and welfare benefits, pension, vacation, dues, etc. 

We are proud to have employees with specialized skills and the knowledge necessary to meet or exceed our clients' requirements related to the administration and the protection of plan records for our clients and their participants.

Our guiding principle is simple: we recognize the value our employees bring to Zenith American Solutions. In return, our goal is to provide a workplace which:

Employs a talented, client-focused workforce
Encourages teamwork and innovation
Recognizes and rewards individual and team excellence
Respects and values each employee as an individual
Maintains and encourages communication between all levels of the Company
Support our Company Mission, Vision and Values

Job Overview

Zenith American Solutions is looking for a highly motivated and enthusiastic Client Services Manager.  The Client Services Manager will provides client service to assigned Taft Hartley Benefit funds to meet and exceed client expectations. This position assists in the management of and has secondary responsibility for assigned health and pension clients. Complex decision making regarding technical, administrative and regulatory issues is frequently involved.  Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role.

Responsibilities Include, but are not limited to:

Assists in the preparation of client meetings, including agendas, action items, reports, and appeals.

Attends and effectively participates in all client meetings.

Responsible for the timely and accurate completion of all meeting minutes and/or summaries.

Creates and monitors the completion of meeting follow up lists and reports.

Coordinate and lead implementation, and updating as applicable, of client projects both internally as well as externally with client vendors.

Provide ongoing internal communications to enhance ZAS's operational effectiveness. Work with the Operations, Accounting and IT teams to develop and implement best practices and on administrative services, product quality and solutions to enhance service

Understand and stay up-to-date on the client's business situation, strategy and Set and manage client expectations and activity, including coordinating delivery of ZAS services.

Organizes, coordinates, researches and oversees client benefits and programs.

Ensures the timely research, documentation and completion of all benefit appeals.

Manage updates to client web sites and coordinate with internal IT and client communications consultant on execution

Coordinates Summary Plan Descriptions (SPDs), Summary of Material Modifications (SMMs), plan documents and booklets, benefit communications and other client-related information.

Coordinates data requests from advisors and auditors.

Researches, monitors and assists in implementing regulatory and legislative changes and compliance in administrative services. Assures timely completion of regulatory-related tasks, mailings and filings.

Researches and investigates problems and resolves issues to maintain positive client relations.

Provide daily supervision of and leadership to Client Services Administrative Assistant and Client Services Specialist consistent with management values and mission. Develop staff through performance management, goal setting, training, and effective employee relations. Review and approve timecards, time off requests and accuracy of payroll processing. 

Supports the mission, vision and values of the company and the team through role modeling and encouraging desired behaviors.

Performs other related duties and special projects as assigned.

Minimum qualifications 

Bachelor's degree in a related field, or equivalent combination of education and work experience.

Minimum of 5 years related experience. Prior experience in an insurance, benefits, or TPA environment required.

Prior experience interacting with public figures, high net worth, and/or entertainment field individuals desirable

Exceptional team player with the confidence and integrity to earn client and internal team confidence quickly.

Highly developed sense of professionalism, maturity, integrity and commitment to customer satisfaction.

Ability to exercise independent judgment, manage multiple priorities and consistently deliver high-caliber

Ability to understand complex situations and effectively resolve

Understanding of benefits operations and processes (health & welfare and retirement),to include payment of claims, interpretation of contracts, communication of benefits,

Excellent verbal and written communication skills, including interpersonal

Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple

Exceptional analytical and problem resolution skills; ability to exercise independent, sound judgment.

Proficient PC skills including Microsoft Word, Excel and Outlook PowerPoint experience preferred.

Ability and willingness to travel as necessary

Working Conditions

The job conditions for this position are in a standard office setting.  Employees in this position use PC and phone on an on-going basis throughout the day (excess of 85% of time).  Corporate travel may be required to remote offices or other business meetings and events. 

Company Overview

The original entity of Zenith American Solutions has been in business since 1944.  The company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011.

Both American Benefit Plan Administrators and Zenith Administrators were strong TPA's prior to the merger, but by combining resources, best practices and scale, the new organization is even stronger and better than before. Our combined focus is providing the technologies, services, systems and support methodology to self-funded benefit plans so they get the solutions they need for increasingly complex regulatory changes and cost effective solutions.  Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 45 offices nationwide.  


Zenith American Solutions

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