EAP Client Service Supervisor

Job Description:

The Client Services Supervisor leads the daily performance of Client Services by providing day to day supervision and work direction for Account Managers and coordinators, coordinating workload and account coverage, monitoring the overall health of the client portfolio, and ensuring consistent execution of renewals, billing, client commitments, client engagement activities, and company communications. In addition to providing day-to-day oversight and support to the team, the Supervisor will maintain and manage a portfolio of assigned company accounts, including responsibility for ongoing client relationships and service needs. The Supervisor partners with the Business Development and Client Services Manager to support retention, service quality, staff development, and consistent follow through across the client experience. The Supervisor also supports priority Business Development and Client Services initiatives and duties as assigned by the Business Development and Client Services Manager and EAP Director.

Position is Monday-Friday onsite 9-5

Office location: 5245 S College Dr. Murray, UT

Preferred Candidates with: High attention to detail, account management experience, PowerPoint and flyer creation experience, CI portal experience, Salesforce experience, excel experience, Profit/Loss understanding, EAP and/or mental health field experience. Along with Brokerage and/or account management experience in Utah.

Essential Functions

• Makes timely decisions within the scope of the role, takes ownership of outcomes, and holds themselves and the

team accountable for consistent follow through.

• Provides day to day supervision and work direction for Account Managers including regular one-on-one check ins, coaching, workload management, development, quality monitoring, and clear accountability for client commitments and documentation.
• Monitors the overall health of the client portfolio, including utilization, engagement, client satisfaction, account sustainability, renewal risk, recurring concerns, and service gaps for all accounts including their own. Escalates accounts requiring manager involvement.
• Oversees account coverage, client touchpoints, upcoming renewals, required deliverables, routine audits, and first level client escalations to maintain consistent Account Management standards.
• Co leads the development and execution of client resources, materials, website content, and client communications.
• Completes and oversees company billing, monitors billing accuracy and follow through, and monitors assigned Business Development and Client Services budgets and expenses.
• Partners with the Business Development and Client Services Manager on retention goals, portfolio interventions, process improvements, and department initiatives.
• Promotes collaboration, cross training, continuity of service, and effective coordination across Account Management, Business Development, and other EAP teams.

Skills

• People leadership and coaching
• Account Management
• Client relationship management
• Portfolio health monitoring
• Customer service
• Marketing communication execution
• Billing oversight
• Operations and workflow coordination
• Analysis and reporting
• Problem solving and collaboration

Minimum Qualifications

• Demonstrated experience leading or coordinating client services, account management, business operations, or a related function.
• Demonstrated ability to coach staff, organize work, monitor quality, address performance concerns, and maintain accountability for deadlines and commitments.
• Demonstrated ability to identify client risks, service gaps, workflow barriers, or adverse trends and coordinate appropriate action.
• Strong written and verbal communication skills with the ability to work effectively with clients, employees, leaders, and cross functional partners.
• Strong organizational, analytical, and problem solving skills in a fast paced environment with competing priorities.

Preferred Qualifications

• Bachelor's degree in business, communications, healthcare administration, or a related field. Education must be obtained through an accredited institution and will be verified.
• Experience in Employee Assistance Programs, healthcare, behavioral health, account management, client services, or benefits administration.
• Experience with Salesforce, Asana, Formstack, website coordination, client reporting, or related business systems.
• Experience supervising employees and supporting performance evaluations, training, and staff development.

Physical Requirements

• Interact with others requiring the employee to verbally communicate as well as hear and understand spoken information.
• Operate computers, telephones, and other office equipment, requiring the ability to move fingers and hands.
• See and read computer monitors and documents.
• Remain sitting or standing for long periods of time while performing work on a computer, telephone, or other equipment.

Location:

Employee Service Center

Work City:

Murray

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$41.84 - $65.90

We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here.

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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All positions subject to close without notice.