Client Relationship Manager in Latham, NY at Beacon Health Options

Date Posted: 4/26/2018

Job Snapshot

Job Description

POSITION SUMMARY

Develops a strategic approach to the management of corporate accounts obtaining input from senior leadership as needed.  Functioning in a leadership role within the Account Services Department, the Account Executive will assume administrative responsibilities that include leadership of or participation in corporate initiatives, coordination of activities in response to executive management requests or to enhance provision of services, and providing subject matter expertise to facilitate interdepartmental cooperation.  Primary areas of accountability include business retention, new business development and demonstrated excellence in customer satisfaction.

Critical Success Factors

  • Demonstrates knowledge of and experience in behavioral healthcare industry.
  • Consistently works to meet the goals of the Company, and of the Account Management mission toward retention, client satisfaction and business growth.
  • Demonstrates knowledge of MBHO and wellness products (e.g., EAP/Workplace Services, managed care, disability management and ancillary products).
  • Demonstrates financial and administrative expertise in the provision of business deliverables.
  • Facilitates dialogue regarding competitive, high quality, market driven products and services with customers.  Working knowledge of consultative selling and negotiation principals working in concert with organizational leadership.
  • Promotes and demonstrates a customer focus.
  • Understands and communicates operational implications of organizational decisions to both internal and external customers.  Ability to mobilize key areas of the organization toward best practices and/or to enhance service delivery.
  • Ability to analyze data and articulate results and/or write to findings.
  • Successfully functions independently and in a team environment.

Competencies/Skills

Leadership

  • Innovative.  Effectively utilizes internal and external subject matter expertise in the development and delivery of strategic and creative solutions to customers in the meeting of their business goals and solving customers’ business problems.
  • Independently develops a Strategic Business Plan for assigned business as required; implements and manages business deliverables in accordance with strategic goals.
  • Motivates self and others. Effectively manages complex projects and competing priorities.
  • Acts as subject matter expert (SME) in contributing to and participating in implementation of corporate initiatives.
  • People development.  Prioritizes, delegates and coordinates work effectively, and motivates staff to achieve results.   Mentoring of junior staff at the direction of the Account Director.
  • Takes initiative and provides creative ideas to improve processes and enhance service delivery.  Continually looks for ways to improve and promote quality and performance.
  • Demonstrates appropriate business principals such as integrity, ethics and accountability.

Management of Resources

  • Ability to mobilize organizational resources and manage complex projects appropriately utilizing time and expertise of others.
  • Ability to organize and prioritizes tasks effectively.  Consistently meets deliverables in a timely way.
  • Knows ValueOptions’ limitations and effectively manages customers’ expectations within those limits.
  • Effectively delegates accountabilities for tasks in response to customers’ needs.
  • Effectively manages time, resources and people to deliver results as expected, and within the scope of the position.
  • Is cognizant of budget management expectations and is cost conscious.

Communication

  • Ability to employ a sales style that involves and engages customers in collaborative discussions that result in value to both parties.
  • The ability to successfully position all elements of a solution in a manner that each party feels fairness has been achieved.
  • Ability to present, position and communicate solutions in a manner that positively influences clients’ decision-making.
  • Ability to build and maintain long-term, valued relationships with targeted individuals that yield favored and privileged support throughout within the customer’s organization.
  • The ability to convey business concepts verbally and in writing in a concise and compelling manner.
  • Actively supports and complies with documentation requirements as outlined by policy.
  • Timely, accurate and professional interactions are required both internally and externally.

Business & Organizational Knowledge

  • Understands ValueOptions’ business and strategic direction.
  • The ability to understand and apply business knowledge in customer communications to identify significant industry and client trends.
  • Ability to execute effective sales strategies that position products/services and ValueOptions for optimal competitive advantage.
  • Understands customer’s organization and key decision-makers.

Teamwork

  • Actively participates and functions as role model on account management team.
  • Works effectively in bringing appropriate people together to accomplish company goals and strategic account initiatives aligned with achievement of client performance standards and client deliverables.
  • Demonstrates and actively promotes teamwork attitude.

Nature & Scope

The Account Executive will provide leadership in new business development efforts and will own responsibility for retaining and growing existing business.  Duties and responsibilities include:

Relationship Building / Management

  • Effective implementation and relationship development with the inception of a new accounts and business expansion.
  • Effectively maintains relationships with key decision-makers (internally and externally).
  • Ensures that customer’s contractual requirements and expectations are met or exceeded.

Sales / Marketing

  • Achieves client retention goals.
  • Identifies and executes business expansion and product growth opportunities.

Financial Management

  • Ability to understand financial concepts (underwriting, EBITDA, cost-benefit analysis) in order to determine the most effective strategy for maintaining and expanding business relationship.
  • Analyze impact of product options and utilization on pricing with appropriate personnel.
  • Ability to understand and negotiate renewal pricing.
  • Support organizational and departmental budget goals.

Training & Development

  • Ability to function as project lead and/or participate on selected initiatives.
  • Facilitate and/or participate in ongoing trainings.
  • Commitment to enhancing knowledge of healthcare industry environment including awareness of business, economic and legislative/regulatory issues.

Operations Management

  • Thorough knowledge of operational requirements necessary for meeting and/or exceeding customer’s expectations.
  • Monitoring of operational effectiveness, interceding where necessary to achieve contractual obligations.
  • Provides the lead role in addressing and resolving customer issues and complaints.  Identifies opportunities, develops and implements programs and solutions effectively utilizing organizational resources.  Skilled in project management.

Performance Results

  • Retention of current clients, revenue and margins.
  • Identification of business opportunities and expansion of business relationships (new business, upsells, increasing membership, etc.).
  • Meet or exceed Account Management, Client, and Member Satisfaction Survey targets.
  • Meet or exceed client contractual performance standards/guarantees.

QUALIFICATIONS

The position requires a minimum of a Bachelor’s Degree in a related field (healthcare administration, behavioral sciences, business) and preferably five years managed behavioral healthcare or related experience. A Master’s degree in a healthcare field is desired but not required.   A thorough knowledge of account management, customer relations and business management are essential.  The candidate must have a strong customer service orientation, excellent written and verbal communication skills, and experience using management information systems.  Knowledge and experience related to clinical services will be beneficial.  Travel required.

To Apply:

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Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment.  EOE/AA/M/F/Veterans/Disabled

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