Overview
Join our Client Services team as an Account Manager, leading customer satisfaction and business growth!
In this dynamic role, you'll nurture client relationships, becoming a trusted advisor and strategic partner. If you thrive in a fast-paced environment and excel in communication, we invite you to embark on this rewarding journey. Collaborate with cross-functional teams, make an impact, and contribute to client-focused success.
As an Account Manager, you will manage a diverse portfolio of health plans, providers, and members. You will foster strong client relationships, drive organic growth, and coordinate efforts across departments. Your responsiveness will ensure that our clients' needs are met around the clock.
At Carenet Health, we’re relentlessly focused on delivering clinically driven, consumer-centric engagement solutions rooted in powerful, one-on-one connections. One in five (65 million) Americans has access to our services, and we connect with 70,000 consumers daily about their health and wellness, coverage and benefits, care coordination and more.
Responsibilities
Here are the things that you will do:
Client Relationship Management
- Proactively addresses the needs of the assigned client base by establishing excellent working relationships, primarily handling small and mid-sized accounts.
- Acts as the primary day-to-day point of contact for assigned clients.
- Develops and enhances relationships with assigned clients to retain and boost revenue. Actively seeks out new contacts within assigned accounts to explore business expansion opportunities.
Program Implementation and Maintenance
- Facilitates the implementation and ongoing maintenance of assigned clients and programs.
- Consistently seeks to enhance program efficiencies and effectiveness.
- Ensures prompt resolution of issues and client requests.
- Works with partners to create, define, implement, and maintain client documentation, compliance and quality testing methods, standard operating procedures, quality assurance protocols and standards, and ensure adherence to policies, procedures, and standards for products and services.
- Documents and deploys regulatory updates and program adjustments.
- Develops project planning and coordinates the completion of all new program set-up and account maintenance activities, including defining, establishing, and tracking critical success metrics.
Performance Monitoring and Improvement
Risk Management and Communication
Monitors, identifies, and communicates risks or opportunities to leadership and supporting departments, providing feedback on processes to optimize effectiveness for assigned clients.
- Ensures consistent communication with necessary staff or departments regarding client requirements, and escalates issues that do not meet client expectations for engagement and resolution.
Contract and Negotiation Management
- Reviews contractual agreements and establishes operating procedures designed to achieve client requirements.
Project Management
- Manages projects/matters of complexity, including timelines, client contact, report analysis, and interaction and coordination with departments.
- Coordinates and leads client meetings and conference calls, creates and delivers presentations, and may participate in training seminars and/or tradeshows.
Reporting and Administrative Tasks
- Performs reporting, monitoring, client meetings, presentations, revenue forecasting, project support, and administrative tasks.
Qualifications
Experience and Education
- 3 - 5 years of relevant experience and/or training, or an equivalent combination of education and experience.
- Bachelor's degree (B.A.) from a four-year college or university preferred.
Client Interaction and Communication Skills
- Excellent client focus and advocacy.
- Strong customer-facing skills with a highly professional demeanor, comfortable communicating with client points of contact and other stakeholders. Recognized as a valuable partner.
- Ability to effectively present information and respond to questions from managers, clients, customers, and the general public. ( Must be adept in creating and using Powerpoint Presentation)
- Excellent verbal and written communication and interpersonal skills.
Analytical and Problem-Solving Skills
- Strong critical thinking, analytical, problem-solving, attention to detail, and process improvement skills.
- Ability to evaluate customer needs with a high level of business acumen.
- Moderate proficiency in word processing, spreadsheets, email, database software, and internet software.
- Excellent time and project management skills.
Work Ethic and Professionalism
- Responsible and self-directed with a strong work ethic.
- Keen attention to detail, ability to perform with a sense of urgency, and adherence to deadlines.
- Ability to work well under pressure, handle crisis situations, and balance multiple tasks simultaneously.
- Ability to work collaboratively across different departments, functions, and environments.
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