Account Manager

2 weeks ago

Newmarket, Canada National Healthcare Solutions, Inc. Full time

**ESSENTIAL FUNCTIONS**

The Account Manager is responsible for determining account management strategies related to client service plans; retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business; providing program management for clients requiring complex service models; and overseeing the work of other local and national program management staff. This is a customer-facing role and requires a polished professional appearance and demeanor.

**DUTIES AND RESPONSIBILITIES**

The essential functions include, but are not limited to the following:

- Handles quote requests and the RFP process in an effective and efficient manner for assigned active and retiree book of business.
- Oversees the implementation of your new sold cases through the sale, customer service, enrollment and fulfillment process for a flawless customer experience.
- Retains Account Management responsibilities for own book of business.
- Makes demonstrated effort to interact with all clients under management responsibility, including annual in-person visits for largest revenue accounts.
- Proactively brings recommended solutions to challenging client situations.
- Identifies opportunities for improvement within own book of business, Account Management department and company overall.
- Develops plans of action to address the client concerns and mobilizes resources across organization.
- Helps team members identify key individuals within client organization for client, program and company success.
- Ensures consistent engagement with accounts (calls, in-person visits, etc.) across team.
- Defines high expectations for client service and results across respective book of business.
- Understands client goals and ensures high quality service plans among team members.
- Engages clients on recurring basis to ensure satisfaction with service levels and results against client goals, using established guidelines.
- Captures and shares results with senior team leaders and tracks progress over time (year-to-year).
- Identifies potential exposures across industries.
- Develops and recommends customized solutions for own and teams’ clients to drive value.
- Identifies issues and opportunities within own book of business.
- Assesses program performance of direct reports and make recommendations on ways to improve.
- Performs other duties as assigned.

**MINIMUM QUALIFICATIONS**
- Bachelor’s degree (B.A. or B.S) from a four-year college or university required.
- 5 years directly related experience.
- Insurance license preferred but not required.
- Excellent oral and written communication, including presentation skills.
- Bilingual in English and Spanish is required, French optional
- PC literate, including Microsoft Office products.
- Analytical and interpretive skills.
- Strong organizational skills.
- Excellent interpersonal skills.
- Leadership/management/motivational skills.
- Ability to work in a team environment.
- Excellent account rounding ability.
- Strong understanding of claims management.
- In-depth knowledge of client servicing.
- Ability to handle conflict and confront challenging issues in a fast work environment.
- Ability to meet or exceed Performance Competencies.
- Able to influence and motivate others through persuasive points-of-view.
- Has robust understanding of how cost of risk impacts clients financial statements and unique attributes which may hinder solutions (e.g., jurisdictional challenges, union workforces, remote locations, etc.).
- Solid understanding of industry products and services.

**WORKING CONDITIONS**

General office working conditions.

**PHYSICAL DEMANDS**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function.

While performing the duties of this job, the employee will be required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs, balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust to focus. Manual dexterity is required to use desktop computers and peripherals. Exposure to variable weather conditions is likely.

**WORK ENVIRONMENT**

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of his job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

**TRAVEL**

Minimal to no travel required.

**SAFETY HAZARD ON THE JOB**

Minimal Hazards

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