Client Experience Account Manager

What are important things that YOU need to know about this role?

• Remote: This position is eligible to be fully remote

• Travel: minimal travel is required for this role, but the opportunity to occasionally travel to our offices near Milwaukee, WI or to our client's offices is available

• Seeking a proactive, client-facing professional who can confidently lead meetings, communicate effectively, and multitask—typing, talking, and managing external interactions simultaneously.

What will YOU be doing for us?   Act as liaison for clients to ensure day-to-day business needs are supported.  Resolve account issues by working collaboratively with internal departments to meet the needs of members and providers within the guidelines of contractual requirements.  Maintain effective relationships with client contacts to ensure positive client references and client renewals, facilitate effective resolutions to issues, and identify potential opportunities for additional business.  Escalate issues appropriately.  (The term ‘clients’ referenced throughout this job description refers to the clients specifically assigned to the Account Manager.)

What will YOU be working on every day?

Primary Day-to-Day Contact

• Acts as a day-to-day primary contact and liaison for internal and external communications between the client and internal team members. 

• Manages all requests and needs of a given market(s) for assigned client(s).

• Tactfully handles difficult situations weighing contractual obligations and internal options, driving toward a win-win solution. Consults and obtains advice from, Client Experience Manager or Client Experience Executive as needed.

• Triages client requests including CSM inquiries and evaluates completeness according to Client Request Process and are in accordance with client contract.  For requests that are in accordance with client contracts initiates client contact to remediate gaps in client request and processes according to workflows.  For requests outside of client contract requirements escalates to Client Experience Manager and Client Experience Executive for potential upsell opportunities or response.

• Maintains effective relationships and understanding of internal and client-specific workflows to facilitate quick and effective resolutions to client concerns.

• Escalates high priority issues such as penalties, corrective action plans, complaints, and compliance issues to the Client Experience Manager or appropriate escalation point.

• Requests information internally on client contractual obligations.  Applies knowledge of contractual requirements to ensure effective discussions around options to customer issues and ensures contractual obligations are met.  

• Maintains effective relationships with client contacts through regular communication and meetings to ensure satisfaction related to client requests.

• Organizes, prepares information, and holds regular client meetings or calls to discuss results and potential opportunities for improvement.  Publishes agenda prior to meeting and notes after meeting to attendees.  Tracks and follows up on issues; records decisions.

• Manages client requests (e.g. new product implementation, new state requirements such as letters, or reports).

• Executes the workflows and processes to service the client according as determined by the Client Experience Manager and/or other Client Experience leadership.

• Tracks deliverables to ensure commitments are met.

• Completes regular internal reporting on client status.

Audits

• Assists in communicating client audit information to internal staff and coordinating responses and meetings. 

• Coordinates onsite audits.

• Participates in the determination and implementation of corrective action plans surrounding contractual requirements and/or identified in audits.

• Updates request tracking software with status on client communications surrounding audits, CAPs and other projects.

Process Improvement

• Maintains knowledge of industry trends to effectively address client concerns.

• Discusses client needs and forward opportunities to client experience executive.

• Answers existing and potential customer’s questions about services and service methodologies.

• Must demonstrate an ability to learn and work in complex environments with a continual learning approach.

• Identifies potential efficiencies and workflow improvements based on knowledge of industry and internal business practices and SKYGEN systems.

What qualifications do YOU need to have to be GOOD candidate?

• Required Level of Education, Licenses, and/or Certificates.

  • Associates Degree or equivalent years of experience in a client facing role. Bachelor’s degree in a related field highly preferred.

• Required Level of Experience

  • 2-4 years of account management/client relations experience including responsibility for managing client relationship and measurements of success.

• Required Knowledge, Skills, and Abilities

  • Knowledge of Microsoft office products (Excel, Word, and email) at an intermediate level.

  • Ability to remain organized with multiple interruptions.

  • Ability to manage multiple priorities and ensure timelines and deadlines are met.

  • Ability to work with a diverse group of internal and external individuals.

  • Professional demeanor; Effective customer service mindset and communication skills both in person and in written documents.

  • Ability to effectively present thoughts and respond to questions in a public speaking opportunity.

  • Ability to follow, design, document workflows necessary for good business practice.  Knowledge of or ability to learn and use Microsoft Visio (preferred).

What qualifications do YOU need to have to be a GREAT candidate?

• Preferred Level of Education, License, and/or Certificates

  • Bachelor’s degree in Business, Marketing, or other related field of study.

• Preferred Knowledge, Skills, and Abilities

  • Knowledgeable of various dental and health care products/insurance.

  • Knowledgeable of medical terminology, procedures, and EDT procedure coding.

  • Project Management Experience

  • Basic understanding of SQL

  • Skilled in workflow processes and Microsoft Visio.

Compensation Range:

Compensation Midpoint: