Service Relationship Manager in Lansing, MI at Accident Fund Holdings, Inc

Date Posted: 9/2/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Lansing, MI
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/2/2020

Job Description

This position can be located REMOTELY across the U.S.

SUMMARY:

This is a client-facing role in the Shared Services Business Development team. This position is responsible for account oversight and is responsible for maintaining connectivity with key stakeholders (internal and external) across plans/accounts.

RESPONSIBILITIES/TASKS:

  • The Relationship Manager within Business Development will work with Relationship Directors and will serve as a point of contact for the client and play a key role in shaping the business by managing requests and expectations.
  • Foster overall relationship with client, working with business areas to identify account strategy opportunities and ensure client renews upon expiration of contract; This includes preparing standard amendments or assisting with SOWs associated with renewals, monitoring internal approvals, and coordinating client approvals. This involves working collaboratively with Business Development, Legal, Advantasure personnel, and client stakeholders. Also, work closely with transition lead to create a seamless experience for the client throughout the entire relationship.
  • Coordinate and direct efforts of cross functional team members to address prioritized needs, as required, for in-place relationships.
  • Pull together materials and information to upsell a capability, handle RFI/RFP responses, manage pre-sale work for pre-assessments and manage presentation materials. In addition, this involves working closely with Product Development, Strategy and Operations, Business Development, Legal, and client stakeholders.
  • Identify emerging client needs and communicate across the organization as needed.
  • Establish client goals and targets and track performance against those targets; Facilitate internal and external meetings around performance and reporting.
  • Address major issues/requests escalated by Service Managers, those directly initiated by the plan, as well as those that are based on insight obtained from within Advantasure and/or the client and develop necessary resolution where needed.
  • Schedule and manage standard routine meetings to include, but are not limited to, joint company-client touch points, BD Executive meetings, cross-functional meeting with business area leads, and cross-functional meetings with other Relationship Managers and Relationship Directors. This would involve preparing/coordinating materials to support discussions, and documenting meeting minutes.
  • Track and manage change requests throughout the sales, delivery, and invoicing lifecycle.
  • Stay abreast of new client and product progress/status through established communications and touch points with sales and implementation teams.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

Job Requirements

EMPLOYMENT QUALIFICATIONS:

EDUCATION OR EQUIVALENT EXPERIENCE:

Bachelor's degree in a related field. Relevant combination of education and experience may be considered in lieu of degree. Certification or progress toward certification is highly preferred and encouraged.

EXPERIENCE:

  • Seven years or experience in related field (Health Insurance / Payer experience) account management, client facing consulting, product management leadership, and/or project management as well as experience in a leadership role. Experience and knowledge in the healthcare risk adjustment and quality (STARS and HEDIS) preferred.

SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:

  • Excellent interpersonal and communication skills. Ability to deliver complex information in a clear, concise, and relevant manner.
  • Build client trust and solid working relationship. Support customer needs and identify additional sales and potential account expansion.
  • Must possess strong negotiation skills and decision-making ability.
  • Ability to work with and empower cross functional team members within Advantasure, Legal, and client on a collaborative basis to ensure success of unit team.
  • Ability to effectively communicate with all levels of an organization both internally and externally.
  • Ability to liaison between IT and functional business areas.
  • Excellent analytical, decision making, organizational, creative problem solving, verbal and written skills are required.
  • High level of proficiency in use of existing software packages (PowerPoint, Excel, Microsoft Word, etc.).
  • Ability to work independently within a team environment with multiple priorities.
  • Self starter that takes strong ownership of assigned tasks and can be counted on to follow through on assigned tasks, and effectively escalate when issues are anticipated or identified.

WORKING CONDITIONS:

Work is performed in a remote office setting with no unusual hazards. May require travel to client meetings.

The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.

We are an Equal Opportunity Employer. Diversity is valued, and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.

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