Key Account Manager, Insurance & Disability Services

Job Title: Key Account Manager, Insurance & Disability Services

Location: Toronto, Ontario (Hybrid - 4 days in-office at North York location or in-field with clients)

Position Summary:
The Key Account Manager, Insurance & Disability Services is responsible for the growth and management of existing client portfolios while identifying and securing new business opportunities. This role plays a critical part in driving revenue, enhancing client satisfaction, and positioning the organization as a leader in disability services and provider for extended healthcare. The successful candidate will be a strategic thinker with strong business development expertise and a deep understanding of the disability services landscape.

Key Responsibilities:

Business Growth & Development:

• Develop and execute a strategic plan to expand existing client portfolios and secure new business opportunities.
• Identify potential clients and markets, develop outreach strategies, and build strong relationships to drive growth.
• Lead negotiations and contractual discussions to secure partnerships and service agreements.
• Collaborate with internal stakeholders to develop tailored solutions that align with client needs and industry trends.

Client Relationship Management:

• Serve as the primary point of contact for key clients, ensuring exceptional service and client satisfaction.
• Conduct regular client meetings, performance reviews, and business assessments to identify areas for improvement and expansion.
• Address client concerns promptly, ensuring a high level of client retention and engagement.
• Work with internal teams to optimize service delivery and enhance overall client experience.

Operational Excellence & Standards:

• Manage the current Client Service Manager (CSM) and delivery team, setting clear performance expectations and KPIs.
• Act as a liaison between clinics, operations, and payers to ensure seamless service integration and program execution.
• Address technical and operational challenges by implementing process improvements and leveraging technology-driven solutions.
• Develop SLA tracking mechanisms and performance improvement plans to enhance efficiency and service compliance.

Escalation & Case Management Leadership

• Proactively manage escalations and complex case inquiries from third-party payers, ensuring timely and effective resolution.
• Enhance case management processes, focusing on optimizing workflows and improving communication between teams.
• Drive accountability in service delivery through coaching, training, and implementing best practices.

Market & Industry Analysis:

• Stay informed on industry trends, market shifts, and regulatory changes in disability services.
• Conduct competitive analysis to identify opportunities for differentiation and innovation.
• Provide insights and recommendations to senior leadership on strategic opportunities and risks.

Leadership & Team Collaboration:

• Provide mentorship and guidance to team members, fostering a culture of growth and accountability.
• Partner with internal departments such as marketing, finance, and operations to drive initiatives and achieve business goals.
• Represent the organization at industry events, conferences, and networking opportunities to enhance visibility and credibility.

Qualifications & Experience:

• Diploma or Degree in a related discipline
• 5 years of related Healthcare/Insurance experience.
• Healthcare 3rd party sales experience, rehab or medial expertise experience working or selling to third party payers. Implementing on the ground.
• Exceptional communication and relationship-building skills with both internal and external stakeholders.
• Strong analytical mindset with experience in SLA tracking, KPI management, and process improvement.
• Knowledge of healthcare operations, disability case management, and insurer requirements.

Preferred Qualifications:

• Experience working with third-party payers, LTD insurers, or workers' compensation boards.
• Familiarity with CRM and data analytics tools to track and measure performance.
• Experience in RFP writing and submissions.

Why Join Us?

• Opportunity to lead and drive significant growth in a mission-driven organization.
• Work with a dynamic team committed to improving disability services and client outcomes.
• Competitive compensation, professional development opportunities, and a supportive work environment.

Join our team and make a meaningful impact in the disability services sector!

Inclusion

We are committed to creating an inclusive environment where people from all backgrounds can thrive. Improving inclusion and equity is a collective responsibility. Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as a member of the employment equity groups: Indigenous peoples, Newcomers to Canada, Women, and Visible minorities.

Accommodation

Accommodations are available on request for all candidates taking part in any aspect of the recruitment and selection process. Email us at talent at lifemark.ca