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Healthcare Client Relationship Manager

2 months ago

Tampa, Florida, United States Wipro Full time

Position: Healthcare Account Executive

Location: Tampa, FL

Note: This position does not include Sales; Healthcare Insurance Experience is Required

ROLE OVERVIEW

The Healthcare Account Executive (AE) plays a pivotal role in ensuring exceptional service delivery and adherence to contractual obligations within Wipro Healthplan Services' (WHPS) Affordable Care Act (ACA) and/or Commercial Group practice. The AE's primary objective is to foster a positive and impactful customer experience while collaborating across the organization.

The AE is tasked with managing a designated account or a portfolio of accounts, focusing on the overall health of these accounts and nurturing customer relationships. Building strong connections with leadership teams across various functions is essential for informed decision-making that promotes service excellence, customer satisfaction, and sustainable growth.

KEY RESPONSIBILITIES

  • Establish and strengthen relationships with key client stakeholders, gaining insights into their business objectives and initiatives, while identifying opportunities to enhance mutual value.
  • Oversee service delivery and program health, analyzing patterns and trends to proactively address potential performance issues in collaboration with delivery leaders.
  • Lead a dedicated team of Account Managers to ensure seamless day-to-day service and an exceptional customer experience.
  • Facilitate client engagement with a comprehensive "virtual team" of delivery leaders, organizing meetings and fostering collaboration between stakeholders in both WHPS and client organizations.
  • Provide analytical insights on performance metrics and productivity, along with updates on critical issues.
  • Act as a strategic partner for clients, identifying how company systems and services can assist them in achieving their objectives.
  • Drive revenue growth for existing clients, encompassing core revenues, project initiatives, upselling, and contract renewals.
  • Manage revenue and membership forecasting, while analyzing and reporting on variances.
  • Ensure compliance with contractual obligations and intervene as necessary to prevent any non-compliance issues.
  • Represent WHPS with professionalism in all contexts, including executive meetings, presentations, sales activities, and contract negotiations.
  • Communicate the advantages of being a reference client, encouraging them to share their success stories with potential WHPS clients, thereby increasing the reference client base.
  • Collaborate closely with Technology, Operations, and other internal functions to serve as a knowledgeable resource for clients over time.
  • Develop, maintain, and execute a Strategic Client Account Plan focused on enhancing client satisfaction and uncovering upsell opportunities.
  • Build and nurture relationships with customers, key suppliers, and partners.
  • Identify potential future opportunities and communicate them to the Account Leadership and Management team for follow-up.
  • Address customer complaints and resolve issues promptly, anticipating potential challenges and proactively intervening to minimize customer dissatisfaction.
  • Support effective governance, business continuity, and communication across the program, aligning with contract commitments and expectations of Account Leadership and Management.
  • Contribute to the Wipro Customer Satisfaction survey and action planning process.

REQUIRED SKILLS

  • Exceptional written and verbal communication abilities.
  • Strong presentation skills suitable for diverse audiences, from individual contributors to executives.
  • Comprehensive knowledge of the healthcare industry, including business practices, trends, and developments.
  • Over 10 years of experience and in-depth understanding of commercial and government health plan administration.
  • More than 10 years in commercial group health plan administration, with specific expertise in enrollment, billing, and customer service/call center operations. Claims and other back-office functional experience are advantageous.
  • At least 10 years of experience in a customer-facing leadership role within a professional services or consulting environment.
  • Experience interacting at all levels internally, with clients, and external partners is essential.
  • Proficient in planning, influencing, leading change, and managing multiple tasks in a fast-paced environment.

EDUCATIONAL REQUIREMENTS

  • Bachelor's Degree; Advanced Degrees are preferred.