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Client Account Specialist

2 months ago

Eatontown, New Jersey, United States Hackensack Meridian Health Full time
About the Role

We are seeking a highly motivated and experienced Client Account Specialist to join our team at Hackensack Meridian Health. As a Client Account Specialist, you will be responsible for creating and sustaining long-term, trusting relationships with our customers.

Key Responsibilities
  • Maintain regular communication with clients to identify challenges and provide resolutions.
  • Monitor occupational health services provided at all HM Team Health locations to ensure services and capacity align to standards.
  • Address customer service issues in a timely manner, including tracking trends with client dissatisfaction.
  • Respond to client requests for Occupational Health services, pricing, and programming needs.
  • Provide features and benefits of traditional Occupational Health and other services.
  • Support strategic opportunities that align with department objectives and goals.
  • Provide clients with orientation to Team Health office workflow, locations, providers, result reporting, claim submission process, and billing.
  • Review information, verify accuracy, and submit proposals, statement of work (SOW), contracts, request for information/proposal/bid responses for existing clients in collaboration with legal, Risk Management, and any necessary Subject Matter Expert (SME).
  • Develop relationships with clients, workers' compensation insurance carriers, brokers, claims, case managers, and other industry-related professionals to manage client accounts.
  • Document all client-related interactions and activities in the Client Relationship Management (CRM) system accurately and in a timely manner.
  • Collaborate closely with the Sales Development Manager and HM Works team to determine, define, track, monitor, analyze, and report out on Metrics/Key Performance Indicator (KPI) trends.
  • Communicate activities, goals, accomplishments via data analysis dashboards to leadership.
  • Assist and update lists of state/national conferences and events to determine best strategy for expected return on investment (ROI).
  • Participate with HMH Marketing experts and HM Works team to develop and implement specific strategies identified in the marketing plan.
  • Recommend sales and marketing channels such as print, social media, and website outlets.
  • Execute strategy management with aligned leadership and operational goals.
  • Possess excellent interpersonal skills and able to work in fast-paced environments.
  • When applicable, upsell additional products and services to the client base. Maintain quality standards.
  • Utilize the HM Team Health subject matter experts when seeking direction, clinical guidance, validation of decision-making, and resolution of problematic issues.
  • Coordinate workplace site visits with an appropriate frequency to determine appropriate services are being offered and to upsell additional services. Perform administrative tasks:
  • Create service proposals for existing and new clients in collaboration with key Hackensack Meridian (HM) Works team members such as request for purchase agreements and statement of works.
  • Obtain written authorization from client for services and any changes in service requests using docusign and other approval mechanisms.
  • Compile data to create and deliver presentations as requested.
  • Assist with process improvements and standards to work more efficiently.
  • Perform other office responsibilities, duties, and/or projects as assigned. Self-development and training:
  • Adhere to HMH Organizational competencies and standards of behavior.
  • Remain flexible and receptive to change as it relates to HM Works.
  • Complete training, in-services, and educational programs necessary to maintain current knowledge of consultation services (e.g., Infection prevention, Integrative Medicine) worker's compensation and occupational health standards and guidelines.
  • Support new hire orientation, as needed.
  • Other duties and/or projects as assigned.
  • Adhere to HMH Organizational competencies and standards of behavior.
Qualifications
  • BS Degree required in areas of Marketing, Sales, Healthcare, or other related fields.
  • Minimum of 3-5 years experience with client management in Healthcare.
  • Ability to handle multiple projects simultaneously and work under pressure.
  • Strong organization and project management skills.
  • Highly motivated and self-directed.
  • Valid NJ Driver's License and access to a vehicle for on-site calls/visits.
  • Excellent written and verbal communication skills.
  • Proficient computer skills including but not limited to Microsoft Office and Google Suite platforms.
Preferred Qualifications
  • Masters Degree in areas that include, but are not limited to: Business, Marketing, Sales, or Healthcare.
  • Specialty in medical terminology.
  • Proficient in EMR and relevant software.
  • Experience in office management and business skills including CRM Software capabilities.
  • Experience with managing clients in the Occupational Health field.