Healthcare Client Relationship Manager

2 weeks ago

Tampa, Florida, United States Wipro Full time

Position: Healthcare Account Executive

Location: Tampa, FL

Note: This role does not involve Sales and Healthcare Insurance Experience is Mandatory

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 practices. The AE is dedicated to fostering a positive and impactful customer experience while collaborating across the organization.

The AE is responsible for managing a portfolio of accounts, focusing on the overall health of client relationships. This position requires the development of strong connections with leadership teams across various functions to facilitate informed decision-making that promotes service excellence, customer satisfaction, and sustainable growth.

KEY RESPONSIBILITIES

  • Build and nurture relationships with key client stakeholders, gaining insights into their business objectives and initiatives to enhance mutual value.
  • Oversee service delivery and program health, identifying trends to proactively address performance issues through collaboration with delivery leaders.
  • Lead a team of Account Managers to ensure effective day-to-day management of client relationships and a seamless customer experience.
  • Coordinate client interactions with a diverse team of delivery leaders, facilitating meetings and collaboration between WHPS and client organizations.
  • Provide analytical insights on performance metrics and updates on critical issues.
  • Act as a strategic advisor to clients, identifying how Wipro's systems and services can support their goals.
  • Manage revenue generation from existing clients, including core revenues, project opportunities, upsells, and contract renewals.
  • Forecast revenue and membership, analyzing variances and reporting findings.
  • Ensure compliance with contractual obligations and intervene as necessary to prevent non-compliance.
  • Represent WHPS with professionalism in all contexts, including executive meetings, presentations, and negotiations.
  • Communicate the benefits of client references, encouraging clients to share their success stories with potential WHPS clients.
  • Collaborate closely with Technology, Operations, and other internal teams to leverage client knowledge over time.
  • Develop and implement a Strategic Client Account Plan focused on enhancing client satisfaction and identifying upsell opportunities.
  • Strengthen relationships with customers, key suppliers, and partners.
  • Identify 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 intervening proactively.
  • Support effective governance, business continuity, and communication across the program in alignment with contractual commitments and management expectations.
  • 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 understanding of the healthcare industry, including business practices, trends, and developments.
  • Over 10 years of experience in commercial and government health plan administration.
  • Extensive experience in commercial group health plan administration, particularly in enrollment, billing, and customer service operations.
  • More than 10 years in a customer-facing leadership role within a professional services or consulting environment.
  • Experience engaging with all levels of internal teams, clients, and external partners.
  • Proficient in planning, influencing, leading change, and managing multiple tasks in a fast-paced environment.

EDUCATIONAL REQUIREMENTS

  • Bachelor's Degree required; advanced degrees preferred.

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