Director, Client Management_CM
Apply NowCompany: Versant Health
Location: Troy, NY 12180
Description:
Director, Client Management
Director, Client Management
Who are we?
Versant Health is one of the nation's leading administrators of managed vision care, serving millions of our clients' members nationwide. We are driven by our mission to help members enjoy the wonders of sight through healthy eyes and vision.
As a Versant Health associate, you can enjoy a comprehensive Total Rewards package, which includes health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, no-cost-to-you vision insurance for you and your qualified dependents. We are also invested in your success. There are many opportunities for advancement and development throughout all stages of your career with us.
See how you can make a difference with the support of strong leadership and a team environment.
See Everything, Be Anything.
What are we looking for?
The Director of Client Management manages/retains/grows large key account business to achieve team and corporate goals through the development of strong multi layered client relationships, strategy planning and leadership. Continuously and effectively demonstrate Versant Health Value proposition. Serve as point of contact and SME to internal business partners for clients to determine needs and deliverables to support implementations, renewals, cross/upsell and retention. Exhibit strong customer service focus to both our internal/external customers.
Where you will have an impact
Supervise the Senior Client Manager and Client Manager team to include selection, training and development, coaching, counseling and performance management
Provide strategic leadership and solution-based support to expand and maintain business relationships with existing National, large, complex health plan(s), TPAs and ancillary carrier accounts as assigned
Demonstrates individual ownership and accountability in the development of clients, consultant and delegated vendor partner relationships for client retention, client growth plan, client satisfaction and achieving corporate strategic goals relative to book of business
Implementation
o Lead, coordinate implementation process with internal business partners for successful implementation of renewals and new sales. To include confirmation of benefits, rates, contract duration and/or network selection
o Partner with Implementation Coordinators to determine client operational requirements including enrollment process, eligibility transfers, billing, claims processing, customer service, performance commitments and reporting
o Develop strategy for renewals with solution-based recommendations for benefit changes and pricing with underwriting. Partner with underwriting for development of appropriate rates. Ensure all legal related renewal items are addressed
o Establish and implement action plans to meet client in group retention goals
o Establish strategy for client enrollment and re-enrollment needs to influence growth.
Determine client communication needs and expectations (i.e. pre/post enrollment materials, benefit/health fairs, staff training, etc.) including periodic meeting schedules to ensure optimal plan performance. Keep Management informed of status through implementation process reporting, trackers or other established business processes
Lead with solution-based recommendations, the executive contract review with legal and executive team on successful timely contract execution
Reach out to multiple levels of management, tailoring the message accordingly for successful strategic client discussion to influence desired outcomes. Gain understanding of client's multifaceted needs and recommend appropriate products and benefit design accordingly. Partner with Management to cultivate existing client, consultant and producer relationships to create new business opportunities for Sales and/or Client Management
Actively support/participate in client meetings to add relative insight and expertise necessary to solve customer issues and/or plan to proactively meet and exceed client expectations, strong client loyalty and comprehension of Versant Health value proposition
Meet with peer level leadership to develop and resolve client related matters and issues. As needed, escalate to leadership any follow up concerns, risks or unresolved items for additional intervention or strategies
Review and confirm client receives all contracted, regulatory and requested deliverables, escalated matters, reports, satisfaction results and performance guarantees within the timeframe requested
Make recommendations and independent decisions (as appropriate) to address escalated client issues and opportunities.
Maintain, update Salesforce and other required systems or platforms as required by leadership for assigned accounts.
Understand applicable internal systems and processes and their downstream impacts so as to appropriately direct client requests and set client expectations.
Respond timely to inquiries from Senior Management, Director Supervisor and internal business partners; communicate in advance any barriers or delays
Inform Senior Management of market and client trends that affect the personal and team's book of business and develop strategies to address trends
Communicate effectively, consistently and frequently with assigned client base. Continuously working to improve customer loyalty.
Participates in and/or leads key client strategy proposals, planning, communications, meetings (such as Operational, , Business Reviews) ensuring all applicable precalls, strategy planning, agendas, decks, etc. are completed and approved (and as needed with additional client management leadership)
Maintain an active awareness of customer satisfaction and abandonment risk(s). Maintain regular contact with assigned customers which may include telephone contact, email, video conferencing, in-person meetings and/or events, etc.
Maintain relevant industry knowledge and current events to facilitate a trusted advisor relationship with client and consultants
Accountable to work with the client, legal, sales and leadership for new client contract/agreements and modify existing agreements. Includes but not limited to annually update and modify resulting in business arrangements, documenting new mandates, changes in performance guarantees and updating negotiated terms and rating.
What's necessary to do the job?
Preferred bachelor's degree in related field or equivalent combination of experience and education
Ten (10) plus years of experience in account management, customer service, health care strategic planning, sales/account management and marketing,
Five (5) years of related experience as a supervisor or manager
Knowledge and experience in insurance, health, dental or vision care industry
Proficient in interpeting and applying legal documents to client business model, Excel and data analysis skills required.Computer knowledge/skills needed
HIPAA & Security Requirements
All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company's Privacy & Security Training Program.
Versant Health will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.
Versant Health is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at Versant Health without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.
Director, Client Management
Who are we?
Versant Health is one of the nation's leading administrators of managed vision care, serving millions of our clients' members nationwide. We are driven by our mission to help members enjoy the wonders of sight through healthy eyes and vision.
As a Versant Health associate, you can enjoy a comprehensive Total Rewards package, which includes health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, no-cost-to-you vision insurance for you and your qualified dependents. We are also invested in your success. There are many opportunities for advancement and development throughout all stages of your career with us.
See how you can make a difference with the support of strong leadership and a team environment.
See Everything, Be Anything.
What are we looking for?
The Director of Client Management manages/retains/grows large key account business to achieve team and corporate goals through the development of strong multi layered client relationships, strategy planning and leadership. Continuously and effectively demonstrate Versant Health Value proposition. Serve as point of contact and SME to internal business partners for clients to determine needs and deliverables to support implementations, renewals, cross/upsell and retention. Exhibit strong customer service focus to both our internal/external customers.
Where you will have an impact
Supervise the Senior Client Manager and Client Manager team to include selection, training and development, coaching, counseling and performance management
Provide strategic leadership and solution-based support to expand and maintain business relationships with existing National, large, complex health plan(s), TPAs and ancillary carrier accounts as assigned
Demonstrates individual ownership and accountability in the development of clients, consultant and delegated vendor partner relationships for client retention, client growth plan, client satisfaction and achieving corporate strategic goals relative to book of business
Implementation
o Lead, coordinate implementation process with internal business partners for successful implementation of renewals and new sales. To include confirmation of benefits, rates, contract duration and/or network selection
o Partner with Implementation Coordinators to determine client operational requirements including enrollment process, eligibility transfers, billing, claims processing, customer service, performance commitments and reporting
o Develop strategy for renewals with solution-based recommendations for benefit changes and pricing with underwriting. Partner with underwriting for development of appropriate rates. Ensure all legal related renewal items are addressed
o Establish and implement action plans to meet client in group retention goals
o Establish strategy for client enrollment and re-enrollment needs to influence growth.
Determine client communication needs and expectations (i.e. pre/post enrollment materials, benefit/health fairs, staff training, etc.) including periodic meeting schedules to ensure optimal plan performance. Keep Management informed of status through implementation process reporting, trackers or other established business processes
Lead with solution-based recommendations, the executive contract review with legal and executive team on successful timely contract execution
Reach out to multiple levels of management, tailoring the message accordingly for successful strategic client discussion to influence desired outcomes. Gain understanding of client's multifaceted needs and recommend appropriate products and benefit design accordingly. Partner with Management to cultivate existing client, consultant and producer relationships to create new business opportunities for Sales and/or Client Management
Actively support/participate in client meetings to add relative insight and expertise necessary to solve customer issues and/or plan to proactively meet and exceed client expectations, strong client loyalty and comprehension of Versant Health value proposition
Meet with peer level leadership to develop and resolve client related matters and issues. As needed, escalate to leadership any follow up concerns, risks or unresolved items for additional intervention or strategies
Review and confirm client receives all contracted, regulatory and requested deliverables, escalated matters, reports, satisfaction results and performance guarantees within the timeframe requested
Make recommendations and independent decisions (as appropriate) to address escalated client issues and opportunities.
Maintain, update Salesforce and other required systems or platforms as required by leadership for assigned accounts.
Understand applicable internal systems and processes and their downstream impacts so as to appropriately direct client requests and set client expectations.
Respond timely to inquiries from Senior Management, Director Supervisor and internal business partners; communicate in advance any barriers or delays
Inform Senior Management of market and client trends that affect the personal and team's book of business and develop strategies to address trends
Communicate effectively, consistently and frequently with assigned client base. Continuously working to improve customer loyalty.
Participates in and/or leads key client strategy proposals, planning, communications, meetings (such as Operational, , Business Reviews) ensuring all applicable precalls, strategy planning, agendas, decks, etc. are completed and approved (and as needed with additional client management leadership)
Maintain an active awareness of customer satisfaction and abandonment risk(s). Maintain regular contact with assigned customers which may include telephone contact, email, video conferencing, in-person meetings and/or events, etc.
Maintain relevant industry knowledge and current events to facilitate a trusted advisor relationship with client and consultants
Accountable to work with the client, legal, sales and leadership for new client contract/agreements and modify existing agreements. Includes but not limited to annually update and modify resulting in business arrangements, documenting new mandates, changes in performance guarantees and updating negotiated terms and rating.
What's necessary to do the job?
Preferred bachelor's degree in related field or equivalent combination of experience and education
Ten (10) plus years of experience in account management, customer service, health care strategic planning, sales/account management and marketing,
Five (5) years of related experience as a supervisor or manager
Knowledge and experience in insurance, health, dental or vision care industry
Proficient in interpeting and applying legal documents to client business model, Excel and data analysis skills required.Computer knowledge/skills needed
HIPAA & Security Requirements
All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company's Privacy & Security Training Program.
Versant Health will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.
Versant Health is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at Versant Health without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.