Director, Account Management

Modivcare

3d

About The Position

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you! This position is responsible for building, supporting and strengthening the organization's relationship within all organizational levels of their assigned Managed Care Organization (MCO) accounts – both at the Corporate and market level health plans. This position works closely with all levels of the organization's leadership team to monitor and ensure compliance to service delivery and financial requirements; identify and address service delivery deficiencies; create and implement corrective action plans; and identify and roll out new account service initiatives This role… Owns full accountability for account management organizational performance with an emphasis on developing and executing strategical and tactical plans to achieve relationship, retention, and growth goals. Directs the day-to-day Account Management responsibilities and interact with local and national Operations teams. Partners with the senior level of our Managed Care clients and effectively supports the daily issue management required to maintain strong relationships. Builds and reinforces our reputation in the overall Healthcare industry. Monitors critical metrics/dashboards to identify operational strengths, weaknesses and opportunities for improvement Acts as a single point of contact and resolution for account stakeholders both at their account’s corporate levels and at local levels as needed, into the organization. Ensures questions, needs and concerns from account stakeholders are addressed and responded to in a timely, accurate and complete manner Monitors and reviews account operational data to proactively identify performance issues & concerns as well as opportunities for program modifications and enhancements Leads multi-functional teams to develop and track action plans addressing performance issues. Accountable for timely closure of account CAPS, QIPS, PIPs and Notices for Deficiencies Review national/corporate level account reports for accuracy and ensure timely delivery to account stakeholders Accountable for content, messaging, and presentation for corporate level JOCs and other meeting forums Ensure internal and external interactions including communications, presentations, strategy, reporting and messaging is efficient and effective Establishes and implements a strategic retention and growth plan for each assigned account. Articulates the organization's value proposition including trend drivers surrounding the services provided to their accounts. Understands client’s strategic initiatives & industry trends and identify opportunities for strategic and/or profitable expansion through transportation or other product/service renditions. Monitors assigned accounts for Liquidated Damages (LQDs).Develops and monitors PIPs to reduce LQDs. Manages client contracting process for assigned accounts. Participates in client events including educational and member outreach activities. Owns the responsibility to ensure that the organization is compliant to contractual expectations. Creates a best in-class experience for their account stakeholders including their members. Leads all efforts in regards to contract retention and pursing profitable growth for their accounts. Leads program scoping to ensure successful program implementation and program launch May lead projects and perform other duties as assigned. Occasional business travel may be required. Determines appropriate resourcing of staff in order to achieve goals and objectives. Builds an effective leadership team through mentoring and formal education that focuses on management and project management principles. Defines annual Key Performance Indicators aligned with corporate goals. Directs and mentors leaders on performance gaps, career development opportunities, and strategies. Directs and coaches leaders on all human resource related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation and rewards. Accountable for collective results and recognizing others’ contributions and share credit for success. Owns attainment of high employee satisfaction and retention; lead development of program and initiatives within group to attain high employee satisfaction. Leads change management initiatives to drive improvements and efficiencies. Ability to interact collaboratively and communicate effectively with external, internal customers, and stakeholders to address issues and ensure alignment. Prepares and manages budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance.

Requirements

• Bachelor's Degree preferred
• Ten (10) plus years experience leading cross functional process improvement initiatives
• Five (5) plus years leadership responsibility
• Demonstrated expertise in Account Management and working with c-suites
• Demonstrated expertise in managing and building complex healthcare clients
• Demonstrated expertise in managing teams across multiple locations
• Experience in healthcare or managed care preferred
• Or equivalent combination of education and/or experience
• Demonstrated overall business leadership, strategic vision, and process know-how to lead the delivery of solutions
• Exceptional customer focus and process evangelism
• Demonstrates expert level understanding of industry space as well as account contract details
• Ability to drive the business forward besides challenges and ambiguity
• Proven experience delivering new business processes in a high paced environment
• Excellent interpersonal and communication skills and proven ability to work effectively with all organizational levels
• Ability to foster and build a collaborative working relationship with various stakeholders
• Excellent oral and written communications skills, communicating clearly and concisely with excellent presentation skills and the ability to lead meetings internally and externally
• Ability to listen and understand information and communicate the same
• Must possess good organizational skills
• Must be results oriented
• Highly skilled in Microsoft office packages (Word, Excel, and Outlook)
• Exhibits a "can-do" attitude and takes responsibility to inspire change

Responsibilities

• building, supporting and strengthening the organization's relationship within all organizational levels of their assigned Managed Care Organization (MCO) accounts
• monitor and ensure compliance to service delivery and financial requirements
• identify and address service delivery deficiencies
• create and implement corrective action plans
• identify and roll out new account service initiatives
• Owns full accountability for account management organizational performance with an emphasis on developing and executing strategical and tactical plans to achieve relationship, retention, and growth goals
• Directs the day-to-day Account Management responsibilities and interact with local and national Operations teams
• Partners with the senior level of our Managed Care clients and effectively supports the daily issue management required to maintain strong relationships
• Builds and reinforces our reputation in the overall Healthcare industry
• Monitors critical metrics/dashboards to identify operational strengths, weaknesses and opportunities for improvement
• Acts as a single point of contact and resolution for account stakeholders both at their account’s corporate levels and at local levels as needed, into the organization
• Ensures questions, needs and concerns from account stakeholders are addressed and responded to in a timely, accurate and complete manner
• Monitors and reviews account operational data to proactively identify performance issues & concerns as well as opportunities for program modifications and enhancements
• Leads multi-functional teams to develop and track action plans addressing performance issues
• Accountable for timely closure of account CAPS, QIPS, PIPs and Notices for Deficiencies
• Review national/corporate level account reports for accuracy and ensure timely delivery to account stakeholders
• Accountable for content, messaging, and presentation for corporate level JOCs and other meeting forums
• Ensure internal and external interactions including communications, presentations, strategy, reporting and messaging is efficient and effective
• Establishes and implements a strategic retention and growth plan for each assigned account
• Articulates the organization's value proposition including trend drivers surrounding the services provided to their accounts
• Understands client’s strategic initiatives & industry trends and identify opportunities for strategic and/or profitable expansion through transportation or other product/service renditions
• Monitors assigned accounts for Liquidated Damages (LQDs).Develops and monitors PIPs to reduce LQDs
• Manages client contracting process for assigned accounts
• Participates in client events including educational and member outreach activities
• Owns the responsibility to ensure that the organization is compliant to contractual expectations
• Creates a best in-class experience for their account stakeholders including their members
• Leads all efforts in regards to contract retention and pursing profitable growth for their accounts
• Leads program scoping to ensure successful program implementation and program launch
• May lead projects and perform other duties as assigned
• Determines appropriate resourcing of staff in order to achieve goals and objectives
• Builds an effective leadership team through mentoring and formal education that focuses on management and project management principles
• Defines annual Key Performance Indicators aligned with corporate goals
• Directs and mentors leaders on performance gaps, career development opportunities, and strategies
• Directs and coaches leaders on all human resource related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation and rewards
• Accountable for collective results and recognizing others’ contributions and share credit for success
• Owns attainment of high employee satisfaction and retention; lead development of program and initiatives within group to attain high employee satisfaction
• Leads change management initiatives to drive improvements and efficiencies
• Ability to interact collaboratively and communicate effectively with external, internal customers, and stakeholders to address issues and ensure alignment
• Prepares and manages budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance

Benefits

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

What This Job Offers

• Job Type: Full-time
• Career Level: Director