Clinical Account Executive

STGi•Rockville, MD

3d•Onsite

About The Position

STGi is seeking a Clinical Account Executive to support our Federal Occupational Health (FOH) contract in Rockville, MD. The Account Executive (AE) is responsible for the strategic management of the FOH customer relationship, working collaboratively with other FOH service components to ensure integrated and seamless service delivery. The AE ensures customer satisfaction with the quality of services received. This role involves coordinating strategic meetings with customers and FOH SMEs, anticipating future needs through ongoing customer assessment, and assisting the Account Analyst team with drafting and finalizing scope documentation and Interagency Agreements (IAAs). The AE also helps coordinate service matters including basic service charges, ongoing service performance, and service improvement initiatives, ensuring work products align with FOH’s Strategic Narrative and customer agency goals.

Requirements

Basic knowledge of The Joint Commission (TJC) standards and accreditation.
Basic knowledge of the policies and SOPs that govern the provision of clinical services at FOH.
Compliance with FOH policies and SOPs that pertain to Account Executives.
Understanding and compliance with the provisions of the Privacy Act that apply to medical information.
Basic knowledge of occupational safety and health principles.
Fundamental understanding/working knowledge of all services provided within CHS.
Familiarity and working knowledge of federal regulations related to IAA, scope, and funding documents.
Comprehensive knowledge of all FOH products and services.
Proficiency on all technology utilized by FOH including STM, CRM, FH, etc.
Ability to perform all FOH associated tasks on Government Furnished Equipment.
Ability to document customer interactions in FOH CRM tool and ensure data accuracy.
Ability to manage the customer relationship in partnership with the Federal POC and CAM.
Ability to report significant customer issues to the Senior Business Analyst.
Ability to remain engaged through final resolution and keep the customer informed.
Ability to articulate external and internal drivers of opportunities and risks for FOH service provision sites.
Ability to report site issues to the CAM and RCM for resolution.
Ability to gather ongoing customer feedback and make suggestions for service improvements.
Ability to document customer interactions in FOH CRM tool.
Ability to transition customer knowledge into proposals.
Ability to work closely with Deputy Service Director, Senior Business Analyst, and CAM.
Ability to champion and communicate customer needs, requirements, and service impact issues.
Demonstrated knowledge of occupational safety and health principles.
Ability to drive the collection of timely and accurate customer satisfaction and scorecard data.
Ability to ensure service performance and reporting reflect the customer experience.
Ability to conduct strategic customer meetings with the Federal POC and appropriate SMEs.
Demonstrated thorough knowledge of all FOH services being delivered.
Ability to anticipate customer needs by demonstrating knowledge of federal government trends in occupational health, spending trends, and customer agency knowledge.
Ability to analyze service utilization trends and other data to make suggestions regarding service enhancement.
Ability to coordinate with Account Analyst to ensure budgetary resources are utilized for maximum customer benefit.
Ability to collaborate with others to ensure the accuracy of FOH charges to customers.
Ability to develop and deliver customer reports, as requested.
Ability to manage internal and external relationships and expectations.
Understanding of the FOH Strategic Narrative and customer agency’s goals, vision, and values.
Ability to solve complex client issues in a timely and appropriate manner with minimal management oversight.
Ability to promote and grow FOH's services through regular customer interaction and presentations.
Demonstrated analytical abilities by synthesizing information to develop appropriate customer-centric solutions.
Ability to compile customer information using available tools.
Demonstrated knowledge and use of a consultative model to identify customer needs and determine appropriate service options in conjunction with SMEs.
Ability to develop and utilize strategic business tools such as SWOT analyses, revenue rollup reports, competitor analyses, etc.
Demonstrated strategic knowledge of respective customers.
Ability to develop and execute business capture plans.
Ability to develop agency contacts and cultivate relationships at all levels.
Ability to collaborate with other FOH service and administrative areas to achieve desired customer outcomes.
Ability to facilitate efforts among other FOH service areas to ensure customer satisfaction.
Ability to act as a primary point of contact and escalation for FOH service-related queries.
Ability to manage escalations by ensuring correct resources are driving resolution and stakeholders are informed.
Ability to utilize comprehensive customer knowledge for proactive measures demonstrating quality improvement.
Sufficient knowledge of FOH governance.
Compliance with all applicable FOH policies and procedures.
Ability to organize and collect data for data calls and other deliverables.
Responsibility for tracking and reporting metrics related to business development and customer satisfaction.
Ability to submit weekly progress reports and ensure data accuracy.
Ability to ensure data are accurately entered and managed within the FOH CRM system.

Nice To Haves

Experience working with federal agencies.
Experience in account management or business development within the healthcare sector.
Familiarity with federal procurement processes.
Experience with The Joint Commission (TJC) standards and accreditation.

Responsibilities

Manage the strategic relationship with the FOH customer.
Ensure integrated and seamless service delivery by collaborating with other FOH service components.
Support and manage the customer experience to ensure high satisfaction with service quality.
Arrange strategic meetings with customers and FOH SMEs in coordination with the Federal POC.
Anticipate future customer needs through ongoing assessment.
Provide details to the Account Analyst team for drafting, vetting, and approving scope documentation and IAAs.
Assist in coordinating service matters, including basic service charges, ongoing performance, and improvement initiatives.
Ensure work products support FOH’s Strategic Narrative and customer agency’s vision, goals, and values.
Possess basic knowledge of The Joint Commission (TJC) standards and accreditation and communicate this to customers.
Consult with the Customer Agreement Manager (CAM) to ensure new services comply with TJC standards and government regulations.
Have basic knowledge of policies and SOPs governing clinical services at FOH and ensure FOH staff follow them.
Comply with FOH policies and SOPs pertaining to Account Executives.
Ensure safety events are reported in accordance with the FOH Safety Event Reporting System.
Collect and provide information on safety events reported by customers to the CAM, Federal POC, and FOH Risk Manager.
Understand and comply with the Privacy Act regarding medical information and verbal communication of PII/PHI.
Have basic knowledge of occupational safety and health principles and a fundamental understanding of all services within CHS.
Identify appropriate SMEs for new service offerings and involve CAMs in meetings related to new services.
Engage CAM and CHS SMEs to identify clinical services that address customer needs and are supported by FOH capabilities.
Facilitate communication of service delivery issues from the customer to the CAM and other clinical SMEs, including RCM.
Ensure CAM and RCM are informed about OHC service delivery or outreach issues.
Communicate progress on issue resolution to the customer and share additional information with the clinical team.
Lead the engagement of stakeholders (OPAQ, RCMs, COC) for clinic openings, moves, or closings.
Coordinate with OPAQ on space design and environment of care factors.
Ensure the clinical team (CAM and RCM/ACM) is engaged early when a customer requests a new clinic or expanded services.
Utilize FOH/PSC branding as directed.
Collect and provide detailed information to the Account Analyst for the creation of IAA, scope, and funding documents.
Collaborate with CAM and CHS SMEs to ensure documents accurately reflect customer needs and FOH capabilities.
Coordinate with Account Analyst for IAA closeout and with CAM and RCM for account and document closeout.
Develop and maintain comprehensive knowledge of all FOH products and services and demonstrate this knowledge.
Act as a point of contact and escalation for FOH service-related queries and issues.
Manage escalations by ensuring correct resources are driving resolution and stakeholders are informed.
Identify, analyze, and review proposed service changes, minimizing adverse effects on service performance and the customer.
Submit weekly progress reports with accurate data.
Represent FOH in the best light.
Analyze service utilization trends and other data to suggest service enhancements.
Ensure smooth introduction of new services through communication, stakeholder engagement, and customer education.
Identify, analyze, and review customer impact of proposed service changes, minimizing adverse effects.
Collaborate with all FOH service and administrative components to ensure customers view FOH services as integrated and cohesive.
Participate in routine or ad hoc reports for data calls or customer requests.
Serve on review panels or workgroups for issues requiring subject matter expertise.
Assist Account Analyst with preparation of IAAs according to FOH policy and SOP.
Ensure the right people are involved and documents accurately reflect customer needs and FOH capabilities.
Work with the designated COR on all CHS staffing, services, and equipment contract-related issues.
Provide agency information to support improvements to vendor contracts.
Monitor and report on cost recovery to the Senior Business Analyst and CHS Director.
Ensure and report on funding at the assigned agency level.
Oversee monthly charge QA for assigned accounts in collaboration with the CAM team.
Work with the Fiscal Team to produce cost recovery reports and maximize cost recovery efforts.
Collaborate with CAM on fiscal/budgetary issues.
Regularly report on cost recovery metrics established by CHS Director and Senior Business Analyst.
Accurately estimate annual projected revenue and identify potential business growth areas.
Communicate and document information in appropriate MIS systems.
Gather intelligence to identify potential clients and/or team members and optimize business opportunities.
Help develop and achieve metrics related to cost recovery, new business growth, and expanded growth of existing business.
Ensure services are not provided in the absence of funding, working with the Account Analyst team.
Report to the Senior Business Analyst.
Follow HHS and FOH policy regarding the management and security of PHI and PII.
Protect confidential and proprietary financial documents.
Complete HHS and FOH mandated training on schedule.
Demonstrate high-level proficiency on all technology utilized by FOH (STM, CRM, FH, etc.).
Participate in required training for Fedhealth and assist with implementation.
Utilize Customer Relationship Management (CRM) tools to maintain current customer information.
Perform all FOH associated tasks on Government Furnished Equipment.
Document customer interactions in the FOH CRM tool, ensuring accurate data entry and management.
Manage the customer relationship in partnership with the Federal POC and CAM.
Own the customer experience, including engagement of SMEs to resolve concerns.
Report significant customer issues (complaints, safety events, staffing/contractual issues, site closures, new business opportunities) to the Senior Business Analyst.
Remain engaged through final issue resolution and ensure the customer is regularly informed.
Articulate external and internal drivers of opportunities and risks for FOH service provision sites.
Report site issues to the CAM and RCM for resolution.
Gather ongoing customer feedback and make suggestions for service improvements.
Document customer interactions in the FOH CRM tool.
Identify potential clients and optimize business opportunities using internal/external contacts.
Transition customer knowledge into proposals.
Work closely with the Deputy Service Director, Senior Business Analyst, and CAM to capitalize on FOH's strengths.
Represent FOH in the best possible light.
Actively champion and communicate customer needs, requirements, and service impact issues.
Demonstrate knowledge of occupational safety and health principles.
Drive the collection of timely and accurate customer satisfaction and scorecard data.
Ensure service performance and reporting reflect the customer experience and actions are taken for continuous improvement.
Conduct strategic customer meetings with the Federal POC and appropriate SMEs.
Demonstrate thorough knowledge of all FOH services being delivered.
Anticipate customer needs by demonstrating knowledge of federal government trends in occupational health, spending trends, and customer agency knowledge.
Analyze service utilization trends and other data to suggest service enhancements.
Coordinate with Account Analyst to ensure budgetary resources are utilized for maximum customer benefit.
Collaborate with others to ensure the accuracy of FOH charges to customers.
Develop and deliver customer reports as requested.
Manage internal and external relationships and expectations for successful customer experience.
Understand the FOH Strategic Narrative and customer agency’s goals, vision, and values.
Solve complex client issues in a timely and appropriate manner with minimal management oversight.
May include working with product design and application, logistics, sales support, and marketing.
Promote and grow FOH's services through customer interaction and presentations.
Demonstrate analytical abilities by synthesizing information to develop customer-centric solutions.
Compile customer information using available tools.
Demonstrate knowledge and use of a consultative model to identify customer needs and determine appropriate service options in conjunction with SMEs.
Develop and utilize strategic business tools (SWOT analyses, revenue rollup reports, competitor analyses, etc.).
Demonstrate strategic knowledge of respective customers.
Develop and execute business capture plans.
Develop agency contacts and cultivate relationships to enhance FOH's position and increase business.
Collaborate with other FOH service and administrative areas to achieve desired customer outcomes.
Facilitate efforts among other FOH service areas to ensure customer satisfaction with the “FOH experience.”
Act as a primary point of contact and escalation for FOH service-related queries.
Manage escalations by ensuring correct resources are driving resolution and stakeholders are informed.
Utilize comprehensive customer knowledge for proactive measures demonstrating quality improvement.
Have sufficient knowledge of FOH governance and comply with all applicable FOH policies and procedures.
Participate in FOH Committee Meetings as required.
Organize and collect data for data calls and other deliverables to support the clinical team.
Take responsibility for tracking and reporting metrics related to business development and customer satisfaction.
Assist Account Analyst team with development of metrics related to cost recovery, new business growth, and expanded growth of existing business.
Submit weekly progress reports and ensure data accuracy.
Ensure data are accurately entered and managed within the FOH CRM system.