Client and Relationship Lead

7 months ago

Sherwood Park, Canada Organizational Solutions Full time

**Overview and General Purpose**

The Client and Relationship Lead role focuses on dedicated account management with Small and Mid-Sized client(s). This role is specific to ensuring the smooth delivery of Claims Management Services and client satisfaction. Streamline all communication between client contact(s), Third Party Administrator (TPA), and internal claims management teams. This role aims to ensure the highest level of customer and client satisfaction to enhance the overall client experience while working with multiple internal and external stakeholders to deliver Key Performance Metrics (KPMs). Establish a strong partnership with the client(s). Quality solution-focused programs, best practices for claims and care management, return to work, and regular reporting for the account. The Client and Relationship Lead will also have a small caseload to ensure close familiarity with the system and the operational process.

**Primary Duties and Responsibilities**

Relationship Building
- Familiar with the automated process and reporting for small clients
- Works to understand the client(s) and Third Party Administrators' business operations, direction, and challenges
- Build long-term relationships with key internal and external clients
- Check in as needed with clients to ensure they are satisfied with the company and their service
- Ability to form solid partnership relationships with clients, Third Party Administrators', and be the primary contact for the small and mid-sized OSI team
- Proactively organize and participate in client calls and meetings
- Understand internal and external client expectations to consistently deliver positive key performance measures as per the contractual service agreement
- Maintain a positive and collaborative relationship with client(s)
- Respond to clients same day and investigate/resolve any service concerns

Coaching and Mentoring
- Provide support and guidance on client specifics and decision process/protocol
- Coaching and mentoring of other disability management staff by enhancing their knowledge and education levels
- Establish strong internal team relationships
- Schedule and maintain internal team meetings (discuss challenges, process and review claims)
- Conduct regular internal claim audits to ensure disability management practices and KPMs are being adhered to and are in line with the employer's contractual agreement
- Monitor all open files for complete and innovative RTW strategies
- Ensure all client Key Performance Metrics are met with a high degree of excellence

Reporting
- Provide annual reports
- Ensure all reporting is accurate and delivered on time
- Analyze and provide trend analysis with a focus on providing employers with detailed gap analysis within their existing disability management programs (Leaves/STD/LTD/Accommodation/WC)
- Develop and maintain an action plan document from client meetings and following complaints

Program and Process Development
- Consult with internal and external clients to assess priorities and identify gaps in existing disability management services to strengthen and grow the disability management program
- Customize internal and external client processes to meet their needs
- Coordinate IT requirements
- Development of practices and procedures for efficient disability management services
- Explore innovative strategies to reduce durations and promote No Lost Time
- Participate in company brainstorming and committees
- Ability to proficiently manage claims per the DMS/WCS job descriptions
- Stay on top of the latest industry trends
- Pass leads to the Sales and Marketing team

Sales Support
- Support sales team and TPA with finalist and potential client meeting
- Internal networking with Sales Consultants and Brokers.
- Receive inbound calls and web leads and offer support on self-sign-up

**Required Competencies**:

- Relevant Education or Continuing Education with Strong medical knowledge (registered professional preferred: RN, RPN, OHN, Kinesiologist, RRP, DC, Paralegal, Certified Disability Management Practitioner/Certified Return to Work Coordinator, or other medical professional with relevant healthcare background with current standing or willing to obtain.
- Understanding or experience in return-to-work planning and/or STD/LTD adjudication/Workers’ Compensation appeals would be considered a strong asset
- Strong medical and healthcare system knowledge
- Administration experience
- Strong proficiency and skills in the Microsoft Office Suite
- Occasional travel to client locations, when needed, via various modes of transportation (up to 10%)

**Working Conditions**:

- Office environment
- Ability to sit for prolonged periods
- Organizational Solutions Inc. is committed to fair and accessible employment practices._
- We will accommodate people with disabilities during the recruitment, assessment, hiring processes, and employment. Please notify us as soon as possible of any adaptive measures you might require at any

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