Account Manager

4 weeks ago

Baltimore, United States Scene Health Full time


 

Account Manager

Scene’s 360° model of care enhances the gold standard of medication adherence, Directly Observed Therapy. Combining personalized video coaching, education, and motivational content, we bring healthcare professionals, patients, and their families together to solve the $500B medication nonadherence problem. Our Spotlight mobile app allows patients to connect with a care team of pharmacists, nurses, and health coaches through daily video check-ins anytime and anywhere. We make it fun for patients to stay on top of their medications, help them address medication challenges, and empower them to improve their health by addressing barriers to adherence related to social determinants of health.

As our new Account Manager, you will report to our Director of Population Health and will serve as the face of Scene to our most strategic Health Plan clients. You will be tasked with achieving financial targets for your portfolio and proactively building strong relationships with portfolio clients, including Clinical and Business Leadership, Quality Leadership, and Case Management. In collaboration with the VP and Director of Population Health, you will create and lead strategic plans that map out the growth roadmaps for each client and look to be seen as a trusted partner by building trust and credibility. This individual contributor with a preferred clinical background has an overall account responsibility while delivering to financial goals. As we grow, we will be able to build and lead a strategic client team.

Responsibilities Include:

Customer Portfolio Management:

  • Oversee a portfolio of Health Plan clients, focusing on strategic growth.
  • Collaborate on developing and implementing strategic plans to achieve business objectives like increasing renewal rates, preventing churn, identifying upsell opportunities, and supporting new business growth.

Strategic Input and Operations:

  • Provide strategic input to align organizational strategy with industry trends for program expansion.
  • Assess, optimize, and report on key success metrics such as member engagement, medication adherence, health outcomes, and client renewals.

Customer Metrics and Collaboration:

  • Refine definitions and processes for delivering customer metrics demonstrating clinical, quality, and member satisfaction achievements.
  • Collaborate internally across marketing, product, sales, and finance teams to drive customer satisfaction and contract growth.

Customer Journey and Value

  • Drive customer lifetime value by defining the customer journey and deploying programs to enhance business value, goal achievement, and feature utilization.
  • Represent the voice of the customer and promote a customer-centric mindset within the organization.
  • Partner with the sales team to engage prospective and existing customer leaders, define goals, and leverage company products and services.

Requirements:

Education and Experience:

  • Bachelor's degree in Healthcare, Business Administration, or a related field or ten years of health insurance experience.
  • Minimum of two years of healthcare experience. 
  • At least two years of experience with data analysis and implementing improvement strategies.

Preferred Requirements:

  • Clinical degree (e.g., Nurse, Social Work, Pharmacist).
  • Healthcare insurance experience in government programs is preferred (Medicaid, Medicare Advantage/D-SNP, Exchanges).
  • Lean Six Sigma Greenbelt or CPHQ. 
  • Demonstrated success in managing the financial performance of payer contracts and implementations.
  • Experience in senior client engagement roles such as strategic client management or client success.

Skills and Competencies

  • Advanced proficiency in Microsoft Office applications (Outlook, Word, PowerPoint, Excel).
  • Strong analytical abilities with fluency in healthcare data and Medicaid/Medicare metrics.
  • Collaborative style with a history of successful partnerships across multiple organizations.
  • Strong customer advocacy skills and willingness to engage directly with customers.
  • Excellent communication skills for interacting with individuals, teams, partners, and industry events.
  • Data-driven decision-making skills with a willingness to experiment and iterate.
  • Effective and productive collaboration skills for driving cross-functional initiatives
  • Empathy, humility, and strong listening skills.

Ideal Candidate Traits:

  • Strong problem-solving, communication, collaboration, research, and analytical skills.
  • Results-oriented and thoughtful work style.
  • Ability to work autonomously from idea generation to project execution.
  • Highly organized, efficient, and able to prioritize and manage various responsibilities.
  • Consistently delivers high-quality work on time and in a manner that fosters collaboration.

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