The incumbent is responsible for initiating, managing and monitoring a service plan and approach for employer clients and brokers/consultants. This position will work directly with the employer and broker/consultant in the retention of business. The incumbent will also assist in other sales and marketing activities, including the successful implementation of the Strategic Account Management process. Additionally, the ongoing management discipline of this process is viewed as a critical success factor.
Develops and monitors annual strategic plan for each client.
Develops and maintains Account Management policies and procedures in accordance with corporate standards.
Responsible for sales activities. Develops and expands relationships with brokers/consultants, prepares proposals, and coordinates other sales activities in the acquisition of new business. Maintains focus on the expansion of services within existing accounts.
Establishes and maintains a system for reviewing/assessing the employer account, for reporting regarding the account, and for suggesting actions to improve services to the client.
Collects and shares client information with internal departments to improve company services and operations. Coordinates with internal departments to determine root causes and suggest action plans for improving service. Anticipates service needs and coordinates efforts with key departments.
Primary contact for the employer and broker/consultant on all day-to-day issues. Achieves appropriate turn-around time with resolving issues.
Responsible for the communication of employer and broker/consultant requirements for client implementations. Coordinates with internal resources to implement client requirements. Communicates ongoing implementation progress with employer and broker/consultant.
Responsible for educating the employer, employees, and their dependents, and benefits specialists of the client and for coordinating and conducting Open Enrollment meetings with client employees. Responsible for the coordination of materials and resources.
Responsible for assisting client employees, and their dependents, as requested, regarding issues related to all administrative services.
Achieves and maintains full understanding of client programs and policies, including service scope, special service features, history of service issues, and client contact.
Achieves high satisfaction ratings on surveys of client and client employees regarding responsiveness and knowledge of client programs and policies.
Coordinates and presents client reports, renewals, other financial information and plan changes with the employer and broker/consultant.
Maintains confidentiality of client and client employee information.
Assists with projects, activities, and/or special assignments or projects as assigned.
Works in a manner that is not disruptive to peers, supervisors and/or subordinates. Maintains professionalism.
Must maintain regular and acceptable attendance at such level as is determined in the employer's sole discretion.
Must be available and willing to work such days and hours as the employer determines are necessary or desirable to meet its business needs.
Must be available and willing to travel to such locations and with such frequency as the employer determines is necessary or desirable to meet its business needs.
Knowledge and Skills:
Incumbent must have strong technical skills regarding medical management concepts, underwriting and health plan administration. Excellent verbal and written communication skills required. Must have a strong understanding of local competition and marketplace and a professional image and solid reputation in the marketplace. Incumbent must be able to successfully utilize Microsoft Office suite and other common computer and office hardware. Must be a positive team player. Requires ability to manage projects and project time constraints under minimal supervision.
Education and Work Experience:
This position requires a Bachelor's degree in a sales, marketing or related field and five (5) years of sales and marketing experience in the healthcare industry or an equivalent combination of education and experience.
Work Environment Qualifications:
Position is a computer station, office environment. Incumbent is expected to sit for extended periods. Incumbent will have extended one-on-one contact with other employees in a quiet environment where hearing and listening is paramount. Incumbent must generate written work, based on perceptive, verbally communicated contact. The incumbent is occasionally required to stand, walk, use hands to finger, handle or feel objects, tools, or controls, reach with hands and arms, stoop, kneel, and lift/move up to 25 pounds.