[Hiring] Account Manager @SKYGEN

Role Description

This position is fully remote eligible. Minimal travel is required, with occasional opportunities to visit our offices near Milwaukee, WI.

What will YOU be doing for us?

• Act as liaison for clients to ensure day-to-day business needs are supported.
• Resolve account issues by working collaboratively with internal departments to meet the needs of members and providers within the guidelines of contractual requirements.
• Maintain effective relationships with client contacts to ensure positive client references and client renewals.
• Facilitate effective resolutions to issues and identify potential opportunities for additional business.
• Escalate issues appropriately.

What will YOU be working on every day?

• Acts as a day-to-day primary contact and liaison for internal and external communications between the client and internal team members.
• Manages all requests and needs of a given market(s) for assigned client(s).
• Tactfully handles difficult situations weighing contractual obligations and internal options, driving toward a win-win solution.
• Consults and obtains advice from Client Experience Manager or Client Experience Executive as needed.
• Triages client requests including CSM inquiries and evaluates completeness according to Client Request Process.
• Initiates client contact to remediate gaps in client requests and processes according to workflows.
• Escalates requests outside of client contract requirements to Client Experience Manager and Client Experience Executive.
• Maintains effective relationships and understanding of internal and client-specific workflows to facilitate quick and effective resolutions to client concerns.
• Escalates high priority issues such as penalties, corrective action plans, complaints, and compliance issues to the Client Experience Manager or appropriate escalation point.
• Requests information internally on client contractual obligations.
• Applies knowledge of contractual requirements to ensure effective discussions around options to customer issues.
• Maintains effective relationships with client contacts through regular communication and meetings.
• Organizes, prepares information, and holds regular client meetings or calls to discuss results and potential opportunities for improvement.
• Tracks and follows up on issues; records decisions.
• Manages client requests (e.g. new product implementation, new state requirements such as letters, or reports).
• Executes the workflows and processes to service the client as determined by the Client Experience Manager and/or other Client Experience leadership.
• Tracks deliverables to ensure commitments are met.
• Completes regular internal reporting on client status.
• Assists in communicating client audit information to internal staff and coordinating responses and meetings.
• Coordinates onsite audits.
• Participates in the determination and implementation of corrective action plans surrounding contractual requirements and/or identified in audits.
• Updates request tracking software with status on client communications surrounding audits, CAPs, and other projects.
• Maintains knowledge of industry trends to effectively address client concerns.
• Discusses client needs and forward opportunities to client experience executive.
• Answers existing and potential customer’s questions about services and service methodologies.
• Demonstrates an ability to learn and work in complex environments with a continual learning approach.
• Identifies potential efficiencies and workflow improvements based on knowledge of industry and internal business practices and SKYGEN systems.

Qualifications

• Associates Degree or equivalent years of experience in a client facing role. Bachelor’s degree in a related field highly preferred.
• 2-4 years of account management/client relations experience including responsibility for managing client relationship and measurements of success.
• Knowledge of Microsoft office products (Excel, Word, and email) at an intermediate level.
• Ability to remain organized with multiple interruptions.
• Ability to manage multiple priorities and ensure timelines and deadlines are met.
• Ability to work with a diverse group of internal and external individuals.
• Professional demeanor; effective customer service mindset and communication skills both in person and in written documents.
• Ability to effectively present thoughts and respond to questions in a public speaking opportunity.
• Ability to follow, design, document workflows necessary for good business practice. Knowledge of or ability to learn and use Microsoft Visio (preferred).

Requirements

• Bachelor’s degree in Business, Marketing, or other related field of study.
• Knowledgeable of various dental and health care products/insurance.
• Knowledgeable of medical terminology, procedures, and EDT procedure coding.
• Project Management Experience.
• Basic understanding of SQL.
• Skilled in workflow processes and Microsoft Visio.

Benefits

• Compensation Range: $65,544 - $98,316.
• Compensation Midpoint: $81,930.