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 100 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.
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 is an Equal Opportunity Employer - Vet/Disability.

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 Manager, Client Service Delivery position:

The Client Service Delivery Manager leads day-to-day operational performance for assigned healthcare clients, ensuring high levels of client satisfaction and service excellence. This role serves as the primary liaison between clients and internal teams, driving cross-functional collaboration, resolving service issues, delivering data-driven insights, and supporting strategic growth initiatives within a complex, matrixed healthcare environment.

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

Manager, Client Service Delivery – Essential Functions and Responsibilities:

• Build and maintain strong partnerships and rapport with key strategic contacts across an assigned set of client accounts.
• Serve as a central conduit between Account Management, Client Support, and Operations ensuring alignment and seamless service delivery across all client-facing operational activities.
• Act as a liaison and escalation point for client-related service issues, proactively managing expectations and driving timely resolution.
• Lead day-to-day client communications with assigned clients including regular client meetings, operational updates, and service performance discussions.
• 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.
• Support the Client Service Delivery team in developing client facing operational presentations, service updates, and material for recurring and ad hoc client engagements.
• Contribute to operational process improvements and the creation of client-facing documentation to enhance service delivery effectiveness and consistency.

Manager, Client Service Delivery – Minimum Qualifications:

• Bachelor’s degree or significant and relevant direct work experience in lieu of degree
• 4+ years’ experience in healthcare account management
• Willingness and ability to travel to client sites and providers, as needed.
• Solid understanding and knowledge of the healthcare industry, payers, and regulations required.
• Demonstrated business acumen in health plan operations and processes.
• Proven success in building and maintaining key client relationships
• Experience in managing projects and enhancing operational processes
• Strong analytical skills with the ability to generate actionable reports and translate data into clear, client-client ready insights and materials.
• Creative ability to solve problems.
• Capable of working cross-functionally to communicate proactively and resolve issues with appropriate urgency.
• Proven success working in a matrix environment
• Advanced PowerPoint skills with the ability to create ‘client ready’ presentations

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.