Manager Account Management - Accredo (Hybrid) Honolulu, HI

The Cigna Group • Honolulu, HI

1d • Hybrid

About The Position

The Account Management Manager is responsible for ensuring Accredo’s customers, inclusive of payers, prescribers and patients, receive superior service. Responsible for the overall satisfaction and retention of assigned book of businesses. Manages the day-to-day customer relationships and resolves customer complaints by investigating problems, developing solutions, preparing reports and making recommendations to management. Accountable for core service delivery for customers working cross-functionally with all operational teams. The Account Manager proactively reviews performance metrics to promote client satisfaction, manage contractual requirements, profitability, accounts receivables and retention. Utilizes technology, tools, processes and resources to anticipate and exceed client’s needs and expectations. Collaborates with other team members on customers’ activity, expectations, and service needs. Responsible for increasing the visibility and awareness of our organization’s service offerings and maximize sales growth.

Requirements

• Must already live in Honolulu, HI to be considered for this role
• If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Responsibilities

• Align with Corporate values and create and maintain an environment based on such values
• Manages day to day customer relationships through comprehensive knowledge of customer’s benefit plan and Accredo’s product offerings.
• Daily interaction with customers, providing preventative consultation, analysis and issue resolution associated with Accredo’s core services.
• Manages all aspects, roles and responsibilities of an Account Management team
• Manages a team of associates to promote a working team environment and ensure best practices are shared. Develop employee’s skills, evaluates performance and provides feedback
• Provides first and second level resolution of problems and obstacles
• Ensures productivity, and high-level customer service to Customers
• Provide on-going coaching to each associate concerning quality, reliability, accountability and productivity. Ensure service levels and performance guarantees are met
• Track, report and evaluate data trends relevant to site metrics and volume
• Responsible for timely and accurate management and execution of all client benefit requests, contract requirements, including benefit changes, product upsells, new groups, terminations and escalated issues.
• Accountable for new group and specific product implementations; including establishing and leading internal meetings to ensure collaboration and attention to detail throughout the process in order to meet expected timelines and quality standards.
• Manage and lead customer centric team meetings to review Accredo’s operational performance against client’s expectations and needs.
• Presentation of Accredo’s services and operational performance metrics to customers on a monthly and/or quarterly basis to show specific performance measures in comparison with Accredo’s book of business to promote client satisfaction, client retention and upsell opportunities.
• Serve as a single point of contact for customers and referral sources and respond to general inquiries, urgent requests and escalated issues in a timely fashion.
• Align and work with manager on management and strategic direction. Build positive trust relationships with new and existing customers and referral sources to influence targeted group(s) in the decision making process
• Liaise with and persuade targeted doctors to prescribe our products utilizing effective selling skills to meet sales goals. Keep accurate records and documentation for reporting and feedback
• Align and work with manager and various team members and participate in strategic sales and marketing initiatives
• Oversee recruitment, performance reviews, and development of account management team
• Handle and resolve escalated employee issues
• Other duties as assigned

Benefits

• Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed