Job DescriptionOverall management of assigned book of business for the company’s products and services in order to achieve profitable retention of accounts.
- Supports in the development and maintenance of a strategic business plan that fully reflects the customer’s business objectives and how the company solutions align to those objectives and specifically guides our operational, financial, network, clinical and relationship initiatives.
- Understands the customer’s structure and demonstrates the ability to apply this knowledge in business and retention planning for the client.
- Ensures Service Level Agreement performance.
- Owns overall internal account satisfaction within the company as well as satisfaction with all specific areas particularly account management.
- Develops strong relationships which penetrate the customer at various levels involving other internal company staff to maintain multiple connections and strengthen the overall relationship.
- Develops strong internal relationships and contacts within the company that are supportive of the achievement of customer service requirements including attainment of performance guarantees and minimization of performance penalty expense.
- Ensures all Customer and Account-Facing services are provided in a consistent and timely fashion.
- Supports the Internal Customer Operating Model.
- Resolves or appropriately escalates customer service issues in conjunction with operations (claims, service, and systems).
- Provides mentoring to Account Support Specialists in effective problem solving and servicing of the account.
- Executes the customer governance process.
- Builds relationships and alliances with matrix partners.
- Coordinates with the compliance department on knowing and understanding regulations and the implication to customer impact.
- Maintains a client audit schedule to ensure a proactive approach in supporting critical client compliance.
- Coordinates all customer audit preparation and execution.
- Proactively communicates to internal and external contacts.
- Demonstrates contract understanding and detailed knowledge of business requirements.
- Assists in the coordination with legal to ensure contract compliance.
- Supports the account management team in the definition of customer reports and ensures coordination with the client.
- Oversees reporting calendar to ensure timely submission.
- Analyzes data and reporting, and supports executive summary development.
- Prepares and supports presentations of customer reports with meaningful analytics, trending and recommendations for program improvement based on findings.
- Ensures all client reports have an executive summary and explanation of data.
- Supports the account management team ensuring revenue goals are met, cost of care and administrative expenses are managed and segment profit targets are achieved for assigned account (s).
- Demonstrates a thorough knowledge of Cost of Care and implications internally and for the client.
- Supports the account management team to ensure performance standards are measurable and realistic to achieve and/or exceed to avoid penalties. Partners with Operations and Network on monitoring. Manages methodology, reporting and communications.
- Directly participates and supports manager on all renewal activities.
- Manages risks and develop opportunities associated with underwritten rates.
- Analyzes account benefits and has the ability to apply this knowledge to growth.
- Supports up-sell and renewal activities across assigned account(s).
- Where applicable, achieves objectives regarding the EAP re-seller agreement.
- Supports health plan with behavioral health retail sales.
- Identifies products and services that bring solutions to the customer based on a thorough understanding of the customer’s strategic business goals and the business needs.
- Demonstrates knowledge of the company products and how multiple products are interdependent within the customer contract deliverables and clinical outcomes.
General Job Information
Job FamilySales Group
CountryUnited States of America
FLSA StatusUnited States of America (Exempt)
Recruiting Start Date5/1/2019
Date Requisition Created5/1/2019
EducationA Combination of Education and Work Experience May Be Considered. (Required), Bachelors (Required)
License and Certifications - Required
License and Certifications - Preferred
Other Job Requirements
Based on client contract, may require clinical licensure in good standing (RN, LCSW, LMHC, LPC, Pharmacist) for state in which work is performed.
Magellan Health Services is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled. Every employee must understand, comply and attest to the security responsibilities and security controls unique to their position.
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