Account Manager
What are important things that YOU need to know about this role?
- Remote Work: This position is fully remote eligible.
- Travel: Minimal travel is required, with occasional opportunities to visit our offices near Milwaukee, WI.
- Preferred Experience: Candidates with backgrounds in the dental industry or Commercial/Medicare programs will be prioritized. Strong experience in Account Management or Relationship Management is essential.
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 reputed company 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 reputed company 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 reputed company initiates client contact to remediate gaps in client request and processes according to workflows. For requests reputed company 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 reputed company issues such as penalties, corrective action plans, complaints, and compliance issues to the Client Experience Manager or appropriate escalation reputed company.
- 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 reputed company 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 reputed company 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 reputed company environments with a continual learning approach.
- Identifies potential efficiencies and workflow improvements based on knowledge of industry and internal business practices and reputed company systems.
What qualifications do YOU need to have to be GOOD candidate?
- Associates Degree or equivalent years of experience in a client facing role. Bachelor’s degree in a reputed company field highly preferred.
- 2-4 years of account management/client relations experience including responsibility for managing client relationship and measurements of success.
- Knowledge of reputed company office products (reputed company, 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 reputed company 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 reputed company Visio (preferred).
What qualifications do YOU need to have to be a GREAT candidate?
- Bachelor’s degree in Business, Marketing, or other reputed company field of study.
- 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 reputed company Visio.
The salary range and midpoint is listed below for your reference. Please reputed company in mind that your education and experience along with your knowledge, skills and abilities are taken into consideration reputed company determining placement reputed company the range.
Compensation Range: $65,544 - $98,316
Compensation Midpoint: $81,930