Client Relationship Manager

Job Title: Client Relations Manager

Location: Baltimore, Maryland

Type: Contract To Hire

Contractor Work Model: Hybrid – onsite and remote

We’re looking for a Client Relationship Manager who thrives in a fast-paced, high-touch customer service environment. In this role, you’ll manage escalated service issues and serve as a key point of contact for members and brokers—especially when situations are complex, urgent, or sensitive.

Most requests come in via email, with occasional outbound calls needed to clarify details and drive resolution. Your success will come from strong claims knowledge, calm de-escalation, and end-to-end ownership.

What You’ll Be Doing

• Resolve escalated issues related to medical claims, billing, benefits, and pharmacy (Rx)
• Research and troubleshoot denied claims, claim status problems, EOB vs. billing discrepancies, and Rx concerns
• Communicate clearly and professionally (email-first), and make outbound calls when needed
• Coordinate across internal teams/partners to get answers and close issues quickly
• Track, document, and manage issues from initial inquiry through final resolution
• Prioritize effectively as issue types and volume fluctuate daily

What We’re Looking For (Must-Haves)

• 3+ years of medical claims experience (claims processing, denials, investigations, or claims issue resolution)
• Strong, polished customer service experience—comfortable handling escalations and demanding stakeholders
• Proven ability to de-escalate, problem-solve, and stay composed under pressure
• Strong multitasking, time management, and attention to detail
• Ability to take ownership and drive a problem through to a clear outcome (not just hand-offs)

Nice to Have

• Medicare experience
• Experience supporting benefits administration (eligibility, enrollment, billing questions, plan basics)
• Prior experience interacting with brokers/consultants and HR contacts

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

#M-1
#LI-

Ref: #851-Rockville-S1