Manager, Client Experience

Medica • Minnetonka, MN

37d • Hybrid

About The Position

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for. We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration - because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued. The Manager, Client Experience, has overall responsibility for Commercial account management service delivery and operational support. This position is critical in the leadership and management of the Account Managers and Account Executives, providing the business and service processes for clients and brokers. This role focuses on retention and membership growth through supporting new business sales and renewal of existing business. Performs other duties as assigned.

Requirements

• Bachelor's degree or equivalent combination of education and experience required
• 5+ years applicable work 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

• People Management and Team Development
• 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
• Process Improvement and Organizational Support
• 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
• Significant Collaborator with External Stakeholders and Internal Leaders
• 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

Benefits

• Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Ambulatory Health Care Services
• Number of Employees: 1,001-5,000 employees