Manager, Account Management Team

Sanford Health • Sioux Falls, SD

2d • 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. Summary 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. Job Description 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%). Sanford is an EEO/AA Employer M/F/Disability/Vet. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-877-949-5678 or send an email to [email protected]. The Sanford organization owns and manages multiple distinct brands, including Sanford Health, Marshfield Clinic, and Good Samaritan, as well as Lewis Drug, Sanford Health Equip, Solutions by Sanford, Great Shots, and Blue Rock Bar & Grill. 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. Headquartered in Sioux Falls, South Dakota, the organization has 53,000 employees and serves over 2 million patients and nearly 425,000 health plan members across the upper Midwest including South Dakota, North Dakota, Minnesota, Wyoming, Iowa, Wisconsin and the Upper Peninsula of Michigan. The integrated nonprofit health system includes a network of 56 hospitals, 288 clinic locations, 147 senior care communities, 4,000 physicians and advanced practice providers and nearly 1,500 active clinical trials and studies. The organization’s transformational virtual care initiative brings patients closer to care with access to 78 specialties. Learn more about Sanford Health’s commitment to shaping the future of rural health care across the lifespan at sanfordhealth.org or Sanford Health News. Good Samaritan, one of the nation’s largest nonprofit providers of senior care and services, is committed to transforming the aging experience through innovation, compassion and personalized care. As part of Sanford Health, an integrated nonprofit health system headquartered in Sioux Falls, South Dakota, Good Samaritan serves 10,000 seniors and offers access to a full continuum of care, including 94 rehabilitation and skilled nursing centers, 56 assisted living and memory care facilities, 44 independent living locations and 37 home health and hospice agencies. The senior care provider delivers services across the upper Midwest, with 70% of residents living in rural communities. Learn more about Good Samaritan’s mission and commitment to delivering high quality senior care in rural America at good-sam.com.

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.

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
• 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.
• 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.

What This Job Offers

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