Senior Manager, Client Service Delivery - Military veterans preferred

About Avalon Healthcare Solutions:

Avalon Healthcare Solutions is the nation’s leader in diagnostic intelligence, uniquely focused on transforming the role of diagnostic testing across the healthcare ecosystem. Our proprietary Diagnostic Insights Platform delivers evidence-based policies, curated lab networks, and real-time analytics that simplify complex diagnostics, accelerate innovation adoption, and optimize diagnostic investments.

Supporting over 30 health plans and 44 million members nationwide, Avalon partners with payers and providers to ensure diagnostic testing is performed appropriately, efficiently, and at the right time. Our flexible solutions span routine and genetic testing management, automated adherence, and end-to-end diagnostics support—driving measurable value, reduced waste, and improved clinical outcomes.

With unmatched scientific rigor, deep clinical expertise, and a performance-based model, Avalon is redefining how diagnostics power personalized care and healthcare value.
 Learn more at www.avalonhcs.com.

You will be part of a team that shapes a new market and business. Most importantly, you will help Avalon to achieve its mission and improve clinical outcomes and health care affordability for the people we serve.

For more information about Avalon, please visit www.avalonhcs.com.

Avalon Healthcare Solutions, and its affiliates, is an equal opportunity employer.  This position description is subject to change at any time. As determined by the company based upon business needs, an employee in this position may be required to perform duties and take responsibility for work other than as described in this document.

About the Senior Manager, Client Service Delivery Position:

The Senior Manager, Client Service Delivery is a member of the Operations team responsible for overall client satisfaction through managing the day-to-day operational service delivery for the client. This position is accountable for supporting and monitoring program service delivery for clients working cross-functionally with all Avalon operational areas. The Senior Manager, Client Service Delivery reports to the Director, Client Service Delivery.

This position is eligible for remote work, but quarterly travel will be required to Avalon's corporate office located in Tampa, Florida.

Senior Manager, Client Service Delivery – Essential Functions and Responsibilities:

• Build strong partnerships and rapport with key strategic contacts within assigned set of client partners.
• Serve as conduit between Account Management, Client Support, and Operations. 
• Liaison and escalation point for client-related service issues. Manage client expectations related to service requests.
• Handle the day-to-day communications with assigned clients including conducting regular client meetings.
• Support Account Management by providing strategic insights and analytics to assist in renewal and upsell discussions.  
• Responsible for communicating client reporting, analytics, and SLAs for assigned clients.
• Provide timely and accurate responses to client service delivery inquiries.

 Senior Manager, Client Service Delivery – Minimum Qualifications:

• 7+ years experience in healthcare account management
• Bachelor's degree or relevant direct work experience in lieu of degree
• Willingness and ability to travel up to client sites and providers, as needed.
• Knowledge of the healthcare industry, payers, and regulations required.
• Demonstrated health plan business acumen skills.
• Proven ability to earn and maintain key client relationships.
• Ability to manage projects.
• Solid analytical skills with the ability to generate reports.
• Strong ability to use data to “tell the story.”
• Creative ability to solve problems.
• Ability to work cross-functionally to proactively communicate and to resolve issues with the appropriate sense of urgency.
• Proven success in matrix environment.
• Ability to interact effectively with counterparts at assigned clients.

Senior Manager, Client Service Delivery – Preferred Qualifications:

• Experience in a start-up or early-stage company helpful.
• Knowledge of reference laboratory business, esoteric tests and processes strongly desired.        
• Working knowledge of Medicare and Medicaid programs.