Account Manager

SKYGEN•United States,

2d•$65,544 - $98,316•Remote

About The Position

The Account Manager will act as a liaison for clients, ensuring their day-to-day business needs are supported. This role involves resolving account issues by collaborating with internal departments to meet member and provider needs within contractual guidelines. The Account Manager will maintain effective relationships with client contacts to ensure positive references and renewals, facilitate issue resolution, and identify opportunities for additional business. Escalating issues appropriately is also a key part of the role. The term ‘clients’ refers to those specifically assigned to the Account Manager.

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.
Professional demeanor; Effective customer service mindset and communication skills both in person and in written documents.
Ability to effectively present thoughts and respond to questions in a public speaking opportunity.
Ability to follow, design, document workflows necessary for good business practice.

Nice To Haves

Candidates with backgrounds in the dental industry will be prioritized.
Bachelor’s degree in a related field highly 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
Knowledge of or ability to learn and use Microsoft Visio (preferred).
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).
Tactfully handle difficult situations, weighing contractual obligations and internal options to drive toward a win-win solution.
Triage client requests, including CSM inquiries, and evaluate completeness according to the Client Request Process and client contracts.
Initiate client contact to remediate gaps in client requests and processes for requests within contract requirements.
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 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.
Identify potential efficiencies and workflow improvements based on knowledge of industry and internal business practices and SKYGEN systems.