Client Relations Representative

Yale New Haven Health•New Haven, CT

About The Position

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day. Responsible for marketing the products and services of Occupational Medicine and Wellness Services to businesses in delivery network. Provides excellent customer service and support to existing clients. Identifies new clients to ensure continued market penetration and profitability. Utilizes clinical skillset to provide client guidance to regarding appropriateness of services based on OSHA, NFPA 1582 and other regulatory standards or guidelines. EEO/AA/Disability/Veteran

Requirements

Bachelors degree or equivalent healthcare experience.
Two - five years previous experience in health care programs, services or products required, preferably in Occupational Medicine.
Minimum two years experience working in a healthcare setting.
Demonstrated high level of interpersonal skills necessary to interact and deal effectively with a wide variety of individuals, including: all levels of our organization, a variety of retail contacts outside of the organization at multiple levels within including but not limited to Human Resources, Medical Personnel, and CEOs/business leaders.
Excellent written communication skills.
Reliable transportation required.

Responsibilities

Collaborates with OMWS leadership team to discuss industry trends, identify new services based on client feedback, assist with market analysis and engage with other health system affiliates as needed.
Educates clients regarding new products and services.
Communicates procedural changes to clients such as fee increases, changes in OSHA surveillance protocols etc.
Maintains market share by creating positive and lasting relationships with new and existing clients.
Generates accurate client profiles in Systoc so that staff understand client requirements related to medical screenings, invoicing and communication of results.
Engages with leadership team to present unusual or complex requests to ensure we can adequately meet their requirements.
Assesses client satisfaction through verbal/ written communication skills and use of client satisfaction survey.
Resolves client issues timely and engages leadership team as needed.
Pursues upsell opportunities to expand existing client services and generate additional revenue.
Adheres to policies and procedures regarding documentation of sales and marketing efforts in the software program identified for this purpose. Provides weekly, monthly, quarterly and annual reports to management regarding sales activities, market analysis information and customer services issues/resolution as requested.
Utilizes skillset to determine and set direction related to client requirements:
Will have responsibility to understand and communicate OSHA regulations and NFPA 1582 guidelines as they relate to fire fighter health.
Will have responsibility to understand and communicate Law Enforcement officer medical requirements to guide municipal decision making.
Knowledgeable about CT Drug Testing Regulation and employer implications.
Acts as client resource on OSHA regulations pertaining to hearing conservation, medical clearance for respirator use, hazmat and other surveillance exams as need arises.
Researches specific occupational medicine topics, as requested by leadership, to share with clinical staff as needed.
Assists clients in the development of internal processes to ensure seamless transition when utilizing occupational medicine services. Examples include education on completing OMWS-specific forms, dissemination of information to employees on how to access OMWS services, completion of OMWS forms, differentiation of walk-in vs. visits that require an appointment etc.
Acts as a resource to co-worker by responding to occupational medicine-related questions. Provides guidance when simple issues arise and takes lead when the issue is more complex.
Versed in immunization requirements for various industries ? health care, veterinary medicine etc.
Coordinates Fitness-for-Duty exams to ensure staff has necessary information to conduct exam e.g. job description/ medical note/ employer concerns/ medical chart
Demonstrates ability to interpret and generate RFP responses while ensuring client requirements align with contractual agreements.