Associate Director, Client Partner (DentaQuest) - Denver, CO

Sun Life•Denver, CO

11d•Hybrid

About The Position

The Associate Director, Client Partner is responsible for contract management, business performance, client retention, staff development and growth of the current business in the local market. This role involves ongoing, effective communication and service to current clients through on-site meetings, conference calls, and daily interaction. The position also manages the overall P&L for the region, including managing the loss ratio to a predetermined target, and generating new business opportunities within existing accounts. The Associate Director will provide leadership for staff on client program administration, ensuring accurate and efficient communication to meet and exceed client expectations and contract terms. This role requires proactively identifying client expectations, communicating them to staff, and ensuring effective delivery. It also involves proactively resolving issues and strengthening relationships at various professional levels within the client’s organization. The Associate Director will develop and maintain relationships with key contacts in healthcare and community-based organizations, represent the company at health fairs, conferences, and advisory meetings, and direct processes to increase member access by strengthening outreach programs and provider networks. Support for innovative business practices, process improvement, drafting and negotiating amendments to Dental Service Agreements, monitoring regulatory changes, and ensuring timely and accurate client reporting are also key responsibilities. The role includes ensuring Office Reference Manuals are up-to-date, corrective action plans are implemented, and client audits are organized. It also manages the process for obtaining program requirements and special requests, provides leadership and supervision to local staff, and is responsible for performance and wage evaluations, improvement plans, disciplinary processes, and terminations. Regular updates to senior management on market performance issues are required, along with managing projects to increase quality scores and supporting the design and implementation of benefit designs. The position requires up to 30% travel.

Requirements

Bachelor’s Degree
Five years’ experience working with external clients/customers; proven track record of providing superior service to internal and external customers.
Three years’ experience in a supervisory/management role.
Superior organizational, written and oral communication skills, particularly presentation skills.
Knowledge of group benefits.
Proven ability to provide consultative services to proactively meet customer needs, using management reports, offering training opportunities and recommending innovative solutions.
Ability to work independently and as part of a team.
Proficient with general computer software including Microsoft Excel, Word and Outlook.
Demonstrated ability to solve complex business problems.
Ability to make good judgment conclusions based on data available with minimal supervision.
Ability to prioritize and organize multiple tasks with tight deadlines.
Excellent customer service skills.
Ability to efficiently operate all job-related office equipment.
Ability to communicate via telephone and work in virtual teams.

Nice To Haves

Up to 30% travel

Responsibilities

Responsible for on-going, effective communications and service to the current clients via on-site meetings, conference calls, and day-to-day interaction.
Manage overall P&L for the region, including managing loss ratio to predetermined target.
Generate new business opportunities within existing accounts.
Provide on-going leadership for all DQ staff on administration of the client’s program, and communicate information accurately and efficiently, to ensure that DQ is meeting and exceeding client expectations, and the terms of the RFR and contract.
Proactively identify client expectations, communicate expectations to DQ staff, and ensure expectations are delivered effectively.
Proactively resolve issues and strengthen relationships at various professional levels within the client’s organization.
Develop and maintain relationships with key contacts in various healthcare and community-based organizations, including through participation on internal DQ committees.
Represent DQ at health fairs, conferences and advisory meetings through the State.
As applicable, directs/manages process that increase member access by strengthening outreach programs and provider networks.
Support innovative business practices and process improvement opportunities for current and prospective clients (e.g., P4Q, QARR, ER Diversion).
Draft and negotiate Amendments to Dental Service Agreements as necessary.
Monitor changes in regulations and fee schedules, and ensure compliance with state and federal guidelines.
Ensure timely and accurate reporting to clients.
Responsible for ensuring Office Reference Manuals are kept up to date, corrective action plans are implemented and client audits are organized effectively.
Manages process for obtaining program requirements, documentation, support and other special requests from clients, providers and other organizations.
Provide leadership and supervision to local DQ staff.
Responsible for the determination and implementation of performance and wage evaluations, performance improvement plans, disciplinary processes, and terminations for local staff, in accordance with company policy.
Provides regular updates to senior management on internal and external issues affecting market performance.
Manages project(s) and/or consultant(s) dedicated to increasing quality scores in a given market or locality, in collaboration with Outreach team and senior leadership.
Support the design and implementation of client or DQ-driven benefit designs, in consultation with clinical management and operations teams.