Account Manager - Upper Chesapeake Medical Center (UMMS)

Towne Park•Bel Air, MD

3d•$57,600 - $86,400•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, improving financial performance, understanding contractual agreements, and managing scheduling, overtime, tip reporting, and timekeeping. The Account Manager also ensures forecasts, payroll, and accounting reports are accurate and timely, and effectively utilizes standardized business systems. In Human Resources, the role is involved in recruitment, hiring, fostering a positive environment, responding to associate feedback, and ensuring proper orientation and training for new associates. They also recognize and develop talent, conduct performance appraisals, hold effective associate meetings, and practice positive discipline. For Service Management, the Account Manager ensures consistent guest/patient service delivery, efficient labor allocation, and proper staffing levels. They understand client service standards and metrics, working to drive results. In Client Relations Management, they develop strong relationships with clients, maintain regular communication, and ensure high visibility. They focus on exceeding client expectations and creating loyalty. For Systems and Standards, the role involves utilizing Towne Park systems, training others, maintaining a clean work environment, and cooperating with management and coworkers. They treat clients and associates with respect and maintain confidentiality. In Safety and Risk Management, they follow safety procedures, report accidents, use equipment safely, report safety concerns, ensure adequate safety training, manage claims, and follow disciplinary processes for safety violations. They also manage on-the-job injuries and adhere to employment and payroll policies. Sales Responsibilities include maintaining relationships with existing clients for references and leads, advising leadership of changes in client ownership or management, and monitoring existing clients for growth opportunities.

Requirements

Associate’s degree 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 and 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

Responsibilities

Understands and drives business metrics and performance measurements to ensure effectiveness, high performance and compliance.
Demonstrates the ability to improve the financial performance and profitability of the account
Understands the contractual agreement and recognizes ways to maximize opportunities
Demonstrates the ability to positively move the metrics for forecasting, productivity, claims, customer service, and turnover
Manages scheduling, overtime for associates under his/her direct supervision, tip reporting, and timekeeping
Ensures that forecasts, payroll and accounting reports are on time and accurate
Effectively utilizes standardized business systems as developed by Towne Park and ensures compliance with policies and procedures
Is actively engaged in the recruitment and hiring processes to ensure the best people are selected for the location
Fosters an environment that retains talented associates
Responds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews
Sees that new associates get off to the right start through proper orientation and on-the-job training
Recognizes great performance and provides opportunities for top performers to learn and grow
Recognizes where the team and individual performers need to improve and properly trains and coaches
Identifies talent and helps develop future leaders for the organization
Conducts regular performance appraisals and provides feedback and coaching for all direct reports
Holds effective associate meetings and ensures that shift huddles happen on every shift
Practices positive discipline and provides accurate and timely performance documentation
Delegates by allocating decision making and other responsibilities appropriately and effectively
Ensures that the guest/patient service experience is delivered consistently on all shifts
Efficiently allocates labor resources to support service delivery
Works with the Area/District Manager and Human Resources to forecast and plan for seasonal variances in business to ensure proper staffing levels
Understands the client’s service standards and effectively integrates Towne Park’s standards to complement them
Is knowledgeable of the client’s service metrics/measurements and ensures Towne Park is helping to drive results
Develops cohesive working relationships with the clients’ staff members
Maintains regular meeting rhythms and communication channels with the client and follows through on commitments
Knows when to be present at the site and maintains a high level of visibility
Understands what objectives are important to the client and ensures the entire team is focused on exceeding expectations
Capitalizes on opportunities to grow Towne Park’s business by building client loyalty and creates a net promoter of Towne Park.
Fully understands and utilizes the systems provided by Towne Park to control assets and expenditures
Trains others or sees that they are trained to properly use the systems provided
Maintains a clean, neat work environment
Completes all tasks in a timely manner as instructed by the Area/District Manager
Cooperates with management and coworkers to ensure that services can be adequately maintained to meet the needs of internal and external customers
Treats clients and associates with courtesy, respect and dignity
Maintains strict confidentiality related to associate and client information
Understands and follows safety and security procedures
Practices preventative safety procedures as set forth by Towne Park
Reports all accidents and incidents to the Area/District Manager immediately
Uses only equipment trained to use and operates all equipment in a safe manner
Reports all potential high risk areas and safety concerns to the Area/District Manager
Ensures all associates have been adequately trained in safety and loss prevention procedures
Ensures claims are reported timely and accurately and cooperates with the Risk Management department to resolve claims
Consistently follows the progressive disciplinary process to hold associates accountable for at-fault claims and safety violations
Promptly responds to any concerns regarding workplace safety
Follows the procedures for reporting on-the-job injuries and works with Human Resources to effectively manage worker’s compensation cases
Adheres to Towne Park employment and payroll policies and procedures to limit exposure to employment claims and litigation
Maintains relationships with present client to obtain references and leads for new opportunities
Keeps leadership and sales teams advised on known changes to Ownership Groups/Management Companies or Brand changes
Advises Leadership and Sales of any changes in position at the client location. Specifically, name, where they came from, where they are going
Monitors existing client’s business in order to be aware of and report to Area/District Manager any construction, expansion, or changes in the current business that could lead to internal growth opportunities.