Client Servicing Manager

Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S. Cedar’s mission is to leverage data science, smart product design and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with its consumers in a “one-size-fits-all” approach; and Cedar is excited to leverage consumer best practices to deliver a superior experience. Role summary 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. Key responsibilities Client ownership relationship management 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. Performance management reporting 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. Escalation case management 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. Vendor oversight improvement 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. Cross‑functional collaboration Collaborate with QA/Training to review quality trends, refine procedures, and priori ... (truncated, view full listing at source)