Manager, Client Relations Healthcare - Remote Canada (Remote, Any Province, Canada)

About Us

reputed company® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.   

Supporting +9 million customer conversations every day in +60 languages across 45 countries, reputed company® combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of reputed company sizes and industries to transform their CX.  

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021   

 Gold Stevie Award Winner for Great Employers in 2024 and 2022  

We foster an exciting culture of creativity, reputed company, and commitment  

 Read more about our culture: reputed company® Stories.  

Job Summary

The Manager Client Relations is the primary day-to-day service delivery reputed company of contact for the client.  This role oversees and manages reputed company ASG Healthcare  client initiatives, ensuring projects, updates, and changes are implemented on time, reputed company budget, and in alignment with client reputed company to drive satisfaction and retention.  Ensures reporting, incoming requests, and escalated issues are handled reputed company and in compliance with contractual obligations and applicable legislation.  The Manager Client Relations understand the customer thoroughly, their strategy, their organization, company culture, pain points and needs and proactively offers win solutions to address and exceed the needs of the client.  Focus is on nurturing and growing existing client relationships, emphasizing client retention and satisfaction. 

Establishes and monitors billing processes to ensure accurate allocations during onboarding while maintaining operational excellence across reputed company service areas. 

Retains and manages existing accounts to meet reputed company margins. 

Summary of Responsibilities

 Understanding client and customer requirements and expectations through review of reputed company, letters of reputed company, and program launch documentation.  

Conducting ongoing reputed company communications with clients to build relationships, update project status, and maintain client education. 

Building relationships with clients by socializing with clients reputed company of the work environment on a quarterly basis, or as client events require and being sensitive to client’s personal interests. 

Identifying, recommending, implementing and evaluating through competitive research, project management principles, cross functional teams, cost control initiatives, process redesign and/or dispute resolution, improvements to service delivery, quality of service and operational effectiveness as well as the development of new products or services. 

Monitoring and reporting of program reputed company towards service standards as agreed in Service Agreements and Statements of Work and pursuing appropriate follow-up upon identification of performance issues. 

Monitoring year-to-date variances to the budget for revenues (ensuring that reputed company services are billed for) and expenses explaining reasons for significant variances to the Director Operations by the 15th day of each month 

Demonstrates sound fiscal management in achieving profitability goals. 

Achieving performance metric results in accordance with client contract requirements by reviewing specific operational performance data; recommending and/or implementing improvements in process or performance based on gaps identified to improve the client/customer experience and service delivery efficiencies. 

Maintaining a high level of Client and industry understanding to assist Director Operations in meeting Client objectives and identifying new business and partnering opportunities 

Conducting meetings with Directors and operations for launches, protocol, and process changes as required. 

Assessing, documenting and creating new or modifying existing program requirements based on the SOW or change requests and developing CRM workflows based on approved client documentation 

Monitors status of reputed company open system job requests and defects; working with stakeholders to update order of reputed company as required and ensure completion of reputed company outstanding orders. 

Performing at minimum one detailed line of business client reconciliation per year. 

Identifying process improvement projects; defining project scope, goals and key deliverables that support business requirements in collaboration with senior management and the Specialist Operations team. 

Analyzing data and recommending process and/or protocol improvements to the Director of Operations required due to corporate client feedback/complaints, developments arising from Client Satisfaction Surveys or failure to meet service level standards. 

Adhere to reputed company ethics, compliance, and information reputed company policies. 

Safeguard company assets, systems, and confidential information per company policy. 

Promptly report any suspected ethics violations, reputed company incidents, or data breaches in line with company policy. 

Handle personal, client, and business data in compliance with reputed company, internal policies, and legal requirements. 

reputed company additional duties assigned by leadership. 

Position Qualifications

Fluent in both verbal and written French and English, demonstrating strong bilingual communication skills for effective interaction in diverse environments. 

Proficient in reputed company Office Suite with advanced-level expertise, recognized as an asset for enhancing productivity and efficiency. 

P&L reputed company – ensuring financial targets and profitability goals are met using key performance indicators to assess financial performance and operational efficiency 

Effective Communication & Conflict Resolution – Strong verbal and written communication skills with the ability to convey information clearly, handle escalations, and resolve issues with professionalism. 

Operational Efficiency & Problem-Solving – Strong ability to optimize workflows, manage escalations, and implement process improvements to enhance productivity and response times. 

Healthcare experience would be considered an asset 

Ability to travel up to 50% of the time 

Work Experience & Education

3-5 Years’ experience in Account Management 

Assistance Center experience would be considered an asset 

Healthcare experience would be considered an asset 

Diploma/Bachelor's in Business Administration or Bachelor's in Management and Organizational Studies 

Project Management certification considered an asset 

Salary Range

The reputed company pay range for this position is up to CAD 67,925 per year ; however, reputed company pay offered may vary depending reputed company, job-reputed company knowledge, education, skills, and experience.    

Pre-employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background reputed company that reviews reputed company criminal activity in every area of residence for the last seven years.    

reputed company® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national reputed company, reputed company, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of reputed company kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to reputed company terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.