Account Manager - Johns Hopkins Health System East Baltimore

Towne Park•Baltimore, MD

4d•Onsite

About The Position

The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives. This role involves managing business metrics, financial performance, human resources, service delivery, client relations, and safety protocols. The Account Manager is expected to understand and utilize company systems, maintain client relationships, and identify opportunities for growth. Sales responsibilities include maintaining relationships with existing clients to obtain references and leads for new opportunities, and advising leadership of any changes within the client's organization or business that could impact Towne Park.

Requirements

Associate’s degree preferred and a minimum of two (2) years of related experience and/or training; OR equivalent combination of education and/or experience.
Knowledge of general business practices including accounting, human resources and customer service.
Must be able to drive manual transmission.
Must have and maintain a valid driver’s license and clean driving record.
For insurance purposes, must be at least 18 years of age.
Must be able to pass a criminal background, MVR and drug screen.
Ability to effectively plan, set priorities, and manage several complex projects simultaneously while working under pressure to meet deadlines.
Demonstrated work ethic, drive, energy, and persistence to achieve goals.
Ability to maintain stability, dependability and professionalism when faced with changing and difficult situations.
Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applications.
Written and verbal communication skills to effectively address all levels within the organization.
Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures.
Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communications.
Ability to compose professional internal and external business communications including reports, memos, letters, and e-mails.

Nice To Haves

Associate’s degree preferred

Responsibilities

Drives business metrics and performance measurements to ensure effectiveness, high performance, and compliance.
Improves the financial performance and profitability of the account.
Maximizes opportunities within the contractual agreement.
Manages scheduling, overtime, tip reporting, and timekeeping for direct reports.
Ensures forecasts, payroll, and accounting reports are accurate and timely.
Utilizes standardized business systems and ensures compliance with policies.
Engages in recruitment and hiring processes to select qualified associates.
Fosters an environment that retains talented associates and responds proactively to feedback.
Ensures new associates receive proper orientation and on-the-job training.
Recognizes and develops great performance and provides opportunities for growth.
Identifies areas for improvement and provides necessary training and coaching.
Identifies talent and helps develop future leaders.
Conducts performance appraisals and provides feedback and coaching.
Holds effective associate meetings and ensures shift huddles occur.
Practices positive discipline and provides accurate performance documentation.
Delegates responsibilities appropriately and effectively.
Ensures the guest/patient service experience is delivered consistently.
Efficiently allocates labor resources to support service delivery.
Forecasts and plans for seasonal variances in business to ensure proper staffing.
Integrates Towne Park’s standards with client service standards.
Ensures Towne Park is driving results for client service metrics.
Develops cohesive working relationships with clients’ staff.
Maintains regular meetings and communication channels with the client.
Maintains a high level of visibility at the client site.
Focuses the team on exceeding client expectations.
Capitalizes on opportunities to grow Towne Park’s business by building client loyalty.
Utilizes Towne Park systems to control assets and expenditures.
Maintains a clean work environment and completes tasks in a timely manner.
Cooperates with management and coworkers to ensure adequate service delivery.
Treats clients and associates with courtesy, respect, and dignity.
Maintains strict confidentiality of associate and client information.
Understands and follows safety and security procedures.
Practices preventative safety procedures and reports all accidents and incidents immediately.
Uses only trained equipment and operates all equipment safely.
Reports potential high-risk areas and safety concerns.
Ensures associates are adequately trained in safety and loss prevention.
Reports claims timely and accurately and cooperates with Risk Management.
Follows progressive disciplinary processes for at-fault claims and safety violations.
Responds promptly to workplace safety concerns.
Follows procedures for reporting on-the-job injuries and managing worker’s compensation cases.
Adheres to Towne Park employment and payroll policies.
Maintains relationships with present clients to obtain references and leads.
Keeps leadership and sales teams advised of changes to ownership groups/management companies or brand changes.
Advises Leadership and Sales of any changes in position at the client location.
Monitors existing clients for business changes that could lead to internal growth opportunities.