Manager, Client Experience

Medica•Minnetonka, MN

5h•Hybrid

About The Position

Medica is a nonprofit health plan with over a million members, serving communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. The organization is dedicated to delivering personalized health care experiences and collaborating closely with providers to ensure members receive genuine care. Medica fosters a team environment that emphasizes accountability, data-driven decision-making, continuous learning, and collaboration, believing that success is a collective effort. Their mission is to support members and employees in the most critical moments, striving to create a community of connected care where coordinated, quality service is standard, and every member feels valued. The Manager, Client Experience holds overall responsibility for Commercial account management service delivery and operational support. This position is crucial for the leadership and management of Account Managers and Account Executives, providing essential business and service processes for clients and brokers. The role's primary focus is on retention and membership growth, achieved by supporting new business sales and the renewal of existing accounts. The Manager also performs other duties as assigned.

Requirements

Bachelor's degree or equivalent combination of education and experience required
5+ years applicable work experience required
2+ years of leadership experience required
Business expertise and working knowledge of Medica’s internal and external sales, operational structure and processes
Demonstrated leadership experience required
Ability to build, lead and develop people and teams
Strong operational mind-set – able to manage details, projects and process well
Strong interpersonal skills (listening, mentoring, motivating)
Proven process improvement and problem-solving capabilities
Results focused
Industry knowledge
Strong decision-making ability
Effective collaborator
Demonstrated successful track record of managing a team handling large commercial/employer clients

Nice To Haves

Experience with Association Health Plans (AHPs) and Professional Employer Organizations (PEOs) strongly preferred

Responsibilities

Provides day-to-day management of Account Managers and Account Executives including performance management, individual development, career growth, and succession management. Includes daily leadership of staff, goal setting, coaching and development, and annual performance reviews
Provides routine assessments and coaching related to performance and regular feedback around team effectiveness, retention of business and service expectations. Facilitates annual employer satisfaction survey and ensures results are consistently favorable; applies market feedback to customized individual and team training needs
Accountable for building the team through employee selection, performance management and training. Directs the successful deployment of organizational plans with clients and brokers
Coordinates all aspects of training including partnering with operations, product, and shared services teams to ensure the staff is up to date on Medica products, processes and tools
Leads and participates in cross functional work groups to implement organizational initiatives impacting commercial business
Identifies and provides prioritization of both Client Support and Medica wide process improvement activities including implementation of compliance initiatives and directives
Leads in resolution of escalated client issues
Partners with Sales and Operations to address exceptions and customized requests to determine viability, effort, risks, costs and impact. Coordinates with product administration, sales operations, and account teams to achieve retention objectives
Provides market (employer and broker) input to product management for new product development, including benefit enhancements, service area expansion, network development, and communication materials
Establishes and maintains relationships with key broker partners and clients
Represents Medica externally by attending broker and client activities including business events, conferences, training sessions, and other events
Partners and builds relationships with other internal and operational departments to coordinate efforts and enhance synergies to improve the customer experience