About the job
About Judi Health
Judi Health is a pioneering enterprise health technology organization dedicated to transforming healthcare for employers and health plans through a holistic range of innovative solutions, including:
- Capital Rx, a public benefit corporation specializing in comprehensive pharmacy benefit management (PBM) services for self-insured employers,
- Judi Health™, which delivers full-service health benefit management solutions to employers, third-party administrators (TPAs), and health plans, and
- Judi®, the industry's premier proprietary Enterprise Health Platform (EHP) that integrates all claim administration workflows into a single, scalable, and secure platform.
At Judi Health, we collaborate with our clients to restore trust in the U.S. healthcare system and establish the necessary infrastructure for the quality care that everyone deserves. Discover more at www.judi.health.
Position Summary
The Client Experience Resolution & Optimization (CERO) Manager is responsible for leading the intake, triage, and resolution process for client-related issues within the Client Services team. This role is vital in establishing governance for intake workflows, ensuring the accurate validation and routing of issues, and promoting consistency in how Client Services addresses and resolves operational challenges. The Manager will collaborate across various teams to streamline processes, minimize manual tasks, and enhance the overall client experience, while also providing mentorship to the CERO Analyst.
Position Responsibilities:
- Develop and oversee a standardized intake and routing process for Client Services issues.
- Manage the triage, prioritization, and cross-functional coordination of issues.
- Act as the primary contact for inquiries regarding intake, validation, and routing.
- Create and maintain standard operating procedures (SOPs), workflows, and documentation for Client Services operations.
- Establish and track key performance indicators (KPIs) in partnership with internal analytics teams (e.g., intake volumes, turnaround times, quality metrics).
- Lead initiatives for continuous improvement aimed at simplifying workflows and addressing recurring issues.
- Collaborate with various teams to identify process gaps and facilitate the implementation of improvements.
- Coach and mentor the CERO Analyst, supporting their ongoing professional development.

