Account Manager

SKYGEN•United States,

10d•$65,544 - $98,316•Remote

About The Position

This role serves as a liaison for clients, ensuring their day-to-day business needs are met. The Account Manager will resolve account issues by collaborating with internal departments to support members and providers within contractual guidelines. Maintaining effective client relationships is key to ensuring positive references, renewals, and identifying opportunities for additional business. The position also involves escalating issues appropriately.

Requirements

Associates Degree or equivalent years of experience in a client facing role.
2-4 years of account management/client relations experience including responsibility for managing client relationship and measurements of success.
Knowledge of Microsoft office products (Excel, Word, and email) at an intermediate level.
Ability to remain organized with multiple interruptions.
Ability to manage multiple priorities and ensure timelines and deadlines are met.
Ability to work with a diverse group of internal and external individuals.
Effective customer service mindset and communication skills.
Ability to follow, design, document workflows necessary for good business practice.

Nice To Haves

Experience working in the dental field or within the Medicaid space will be given preference.
Knowledge of or ability to learn and use Microsoft Visio (preferred).
Bachelor’s degree in Business, Marketing, or other related field of study.
Knowledgeable of various dental and health care products/insurance.
Knowledgeable of medical terminology, procedures, and EDT procedure coding.
Project management experience.
Basic understanding of SQL.
Skilled in workflow processes and Microsoft Visio.

Responsibilities

Act as a day-to-day primary contact and liaison for internal and external communications between the client and internal team members.
Manage all requests and needs of a given market(s) for assigned client(s).
Handle difficult situations by weighing contractual obligations and internal options, driving toward a win-win solution.
Triage client requests including CSM inquiries and evaluate completeness according to the Client Request Process and in accordance with client contract.
Initiate client contact to remediate gaps in client requests and processes for requests in accordance with client contracts.
Escalate requests outside of client contract requirements to the Client Experience Manager and Client Experience Executive for potential upsell opportunities or response.
Maintain effective relationships and understanding of internal and client-specific workflows to facilitate quick and effective resolutions to client concerns.
Escalate high priority issues such as penalties, corrective action plans, complaints, and compliance issues to the Client Experience Manager or appropriate escalation point.
Request information internally on client contractual obligations and apply knowledge of contractual requirements to ensure effective discussions around options to customer issues and ensure contractual obligations are met.
Maintain effective relationships with client contacts through regular communication and meetings to ensure satisfaction related to client requests.
Organize, prepare information, and hold regular client meetings or calls to discuss results and potential opportunities for improvement.
Publish agenda prior to meeting and notes after meeting to attendees.
Track and follow up on issues; record decisions.
Manage client requests (e.g., new product implementation, new state requirements such as letters, or reports).
Execute the workflows and processes to service the client according as determined by the Client Experience Manager and/or other Client Experience leadership.
Track deliverables to ensure commitments are met.
Complete regular internal reporting on client status.
Assist in communicating client audit information to internal staff and coordinating responses and meetings.
Coordinate onsite audits.
Participate in the determination and implementation of corrective action plans surrounding contractual requirements and/or identified in audits.
Update request tracking software with status on client communications surrounding audits, CAPs and other projects.
Maintain knowledge of industry trends to effectively address client concerns.
Discuss client needs and forward opportunities to client experience executive.
Answer existing and potential customer’s questions about services and service methodologies.
Demonstrate an ability to learn and work in complex environments with a continual learning approach.
Identify potential efficiencies and workflow improvements based on knowledge of industry and internal business practices and SKYGEN systems.