Manager, Account Management Team

Sanford Health • Sioux Falls, SD

1d • Hybrid

About The Position

Sanford Health, the largest rural health system in the United States, is dedicated to transforming the health care experience and providing access to world-class health care in America’s heartland. This is a hybrid role requiring work in office Tuesday-Thursday. Remote from home Mondays and Fridays, but will be required to come into the office as workloads dictate. Provides general oversight of the sales operations team. Responsible for driving the team to achieve new opportunities for growth across all lines of business (Employer Groups, ACA and Medicare) and ensuring high retention metrics are met. Ongoing collaboration and coordination with a variety of internal and external partners to ensure actions align to the organization’s growth strategy, goals and market engagement plan. Responsible for ensuring team directly supports the Inside Sales and Sales and Retention Teams to support new sales efforts. Responsible for driving strong broker and client engagement and satisfaction efforts. Handles day to day operations while focusing on the broader view including strategic growth, best in class operational practices, and advocating for new technologies. Provides guidance on broker and client oversight, ensuring consistent policies and procedures are being established and executed for overall success. Delivers high broker satisfaction and retention of profitable business through formal reports, data analytics and presentations focused around the client. Works heavily with the brokers, consultants, and client market to ensure consistency and transparency in broker onboarding and educational requirements and/or opportunities. Collaborates with internal departments to ensure smooth sales operational workflows occur, along with ensuring internal and external communication and marketing initiatives are successfully implemented to meet necessary timelines and requirements. Strong negotiation, communication and marketing skills are necessary to develop policies, plans and goals. Provides oversight of the Sales Operations team. Employs performance development programs that result in both individual and team growth. Creates opportunities for individuals to exercise and grow new skills. Accountable as a resource to team members in department as well as other departments in the organization. Approves time off requests, and signs off on employee timecards. Maintains schedule to ensure proper staffing at all times, specifically as it relates to prospective sales lines, ensuring goals for phone metrics are met as well as receiving satisfactory scores for CMS prospective test calls. Responsible for the interviewing, hiring, training new employees, monitoring performance, and addressing any personnel issues that arise. Manages costs within a predetermined budget. Responsible for oversight of new sales and renewal processes while ensuring the team is providing the highest level of service and satisfaction. Will balance multiple tasks, managing projects across teams to meet goals and deadlines. May require overnight and///or weekend travel (25%).

Requirements

• Bachelor’s degree in Marketing, Sales, Public Relations or Business required.
• Five years of sales, service or account management experience in healthcare or Health Plan industry preferred.
• Demonstrated success in sales and as an account manager.
• Experience in delivering broker and client-focused solutions based on customer needs.
• Health insurance license required within 3 months of hire date.

Nice To Haves

• Five years of sales, service or account management experience in healthcare or Health Plan industry

Responsibilities

• Manage daily activities and workload of Account Managers to ensure service expectations and timelines are met
• Provide ongoing training, coaching, and performance feedback to Account Managers
• Serve as the first point of escalation for client group, broker, and consultant issues
• Support Account Managers with to resolve issues and address concerns with client groups and broker/consultants
• Ensure effective coordination between Account Managers and Account Executives for onboarding, renewals, and ongoing account support
• Oversee retention and renewal workflows to ensure accurate, timely, and consistent execution
• Monitor service trends, renewal activity, and retention indicators to identify risks and support corrective action
• Partner with internal operational teams to resolve issues impacting accounts and service delivery
• Ensure policies, procedures, and documentation standards are followed consistently
• Assist with interviewing, hiring, onboarding, and training of new Account Managers
• Approve time off requests and employee timecards; manage coverage during peak service and renewal periods
• Manage multiple priorities while supporting deadlines and service commitments
• Drives the team to achieve new opportunities for growth across all lines of business (Employer Groups, ACA and Medicare)
• Ensures high retention metrics are met
• Drives strong broker and client engagement and satisfaction efforts
• Handles day to day operations while focusing on the broader view including strategic growth, best in class operational practices, and advocating for new technologies
• Provides guidance on broker and client oversight, ensuring consistent policies and procedures are being established and executed for overall success
• Delivers high broker satisfaction and retention of profitable business through formal reports, data analytics and presentations focused around the client
• Works heavily with the brokers, consultants, and client market to ensure consistency and transparency in broker onboarding and educational requirements and/or opportunities
• Collaborates with internal departments to ensure smooth sales operational workflows occur, along with ensuring internal and external communication and marketing initiatives are successfully implemented to meet necessary timelines and requirements
• Employs performance development programs that result in both individual and team growth
• Creates opportunities for individuals to exercise and grow new skills
• Accountable as a resource to team members in department as well as other departments in the organization
• Maintains schedule to ensure proper staffing at all times, specifically as it relates to prospective sales lines, ensuring goals for phone metrics are met as well as receiving satisfactory scores for CMS prospective test calls
• Responsible for the interviewing, hiring, training new employees, monitoring performance, and addressing any personnel issues that arise
• Manages costs within a predetermined budget
• Responsible for oversight of new sales and renewal processes while ensuring the team is providing the highest level of service and satisfaction
• Balances multiple tasks, managing projects across teams to meet goals and deadlines

What This Job Offers

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