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Client Services Account Specialist

3 months ago

Mesa, United States StateServ Medical LLC Full time

The Company provides industry-leading DME management solutions that simplify administration to boost operational efficiencies, contain costs, enhance quality of care, and ultimately increase patient satisfaction. With our innovative technology and unmatched expertise, we provide the visibility and insights our clients need to make timely, informed decisions and drive meaningful results. We serve over 100,000 patients every day spanning all 50 states_

**Essential Functions**

Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.

1. With a solid understanding of the organization’s processes, this role drives internal support and processes pertinent to the service and retention of the client. Ensures execution of client touch plan and documentation of all client interaction in CRM. Primarily, this role will specialize in supporting client services by reviewing and proactively identifying, tracking and resolving customer service incidents; obtaining and analyzing reporting data for accuracy, variances and opportunities, including supporting consultants in preparing ad hoc reporting, metric reviews and quarterly business reviews; supporting ongoing training and education for new and existing clients; and additional support as assigned.
2. Collaborates with client services consultants to effectively develop, maintain and strengthen multiple relationships with current client customers and provide information and opportunities available from StateServ.
3. Understands client contracts with regard to terms and conditions, renewal dates and any additional service amendments. Works effectively with client services consultants to ensure mutually satisfactory agreements and renewals that maximize services for the client while achieving company profitability targets.
4. Coordinates as directed with Network Management, Sales, and Implementation Team with the implementation of new clients by working effectively with internal divisions to ensure actions are handled in an appropriate and timely manner. This includes conducting educational sessions via on-site training, conference calls, webinars, computer share, etc. to keep clients apprised of StateServ/Agency operations and new initiatives. Monitors client progress, claims, calls/contacts, payables.
5. Supports effective working relationships between clients and DME providers by monitoring activities and providing analytics and reports as directed that provide insight into the nature of operations. May encourage and/or influence changes in operations to increase productivity, profit margins and effective utilization.

**Marginal or Additional Functions**

1. Enters and captures contact information in the contact management database to build out territories, manage activities and ensure information regarding customer interactions, trainings and reports are up to date. Monitors and reports to client services leadership on activities and provides relevant information.
2. Supports review of client survey data in a timely manner and manages appropriate follow-up.
3. Performs other duties as assigned or apparent

**Supervisory and Managerial Responsibility**
- This position does not entail formal, direct supervisory responsibility.

**Knowledge, Skills & Abilities**

Education, Licensure or Certification:

- A thorough knowledge and understanding of general business management as normally obtained through the completion of a Bachelor’s Degree in Marketing, Finance, Accounting, Business Administration, Healthcare or a related field of study

Work Experience or Related Experience:

- One year of sales experience or account management is required or experience in which the incumbent has been engaged in identifying and understanding the customers’ needs, providing solutions and presenting recommendations. Three to four years professional sales experience or account management is strongly preferred.
- Experience managing a project from inception to implementation is strongly preferred. Experience conducting training sessions is also preferred.
- Operational experience in a hospice environment is strongly preferred.
- Experience in the healthcare or medical fields in which incumbents have gained a thorough understanding of durable medical equipment is strongly preferred.

Specialized Knowledge, Skills & Abilities:

- Knowledge of common sales communication techniques; identification of the clients’ value proposition and presentation of solution-based sales. The ability to utilize this knowledge to engage clients and manage accounts is required.
- The means and ability to wo