Managing Director Client Relations Senior Health Services
Emergent Holdings

Job Info

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SUMMARY:

The Managing Director of Client Relations is responsible for the relationship management and client strategies of BCBSM's Medicare Group Accounts. This role will oversee the account management team and act as a liaison with other business unit leaders to deliver the best account experience. This role is accountable deep collaboration with Commercial Sales and Account leadership, as well as fostering direct relationships with key client decision makers. This role will act as a market facing Subject Matter Expert for Group Medicare Advantage to strengthen Blue Cross Blue Shield of Michigan's overall market presence. This role provides client facing leadership and collaborates with necessary teams to effectively transition accounts to steady (live) state and handles all high-priority escalations.

RESPONSIBILITIES/TASKS:

• Direct and continually develop the Account Management team, which includes relationship managers, services managers, and support teams.
• Work collaboratively with Emerging Markets business unit leaders to effectively deliver the account management function.
• Develop the strategy for service expansion though upsell and supplemental offering opportunities.
• Direct the account management team members as necessary to achieve relationship targets and to respond to account needs.
• Provide leadership and direction around tool and resource development/improvement to strengthen the account management experience in conjunction with other business unit leaders and with focus on the entire account lifecycle.
• Lead escalation resolution and properly maintain the escalation hierarchy to resolve issues timely and effectively.
• Contribute to and develop strategic plans and roadmaps for an account through the transition to steady state including interfacing with client leadership as needed to support the transition and pre- establish expectations around ongoing account management efforts.
• Provide leadership across the areas of interaction/engagement, service expansion, account and market intelligence, and team performance.
• Lead and steer necessary internal and external meetings (i.e. client meetings, account management BU updates).
• Provide vision around account management as it relates to specific clients to help create a customized touch.
• Oversee formal benchmark, process, and reporting needs for Account Management.
• Evaluate and advise on the impact of long-range planning of new programs and strategies.
• Provide vision, leadership, planning, project coordination and management for the development of a cost-effective department while concurrently facilitating efficient operations to meet current and future business needs within the organization.
• Represent company in community and industry, programs and conferences.
• Participate in the development of programs as a strategic partner that supports the company plan.
• Participate in development of annual departmental budget, monitor budget and identify budget discrepancies. Research cause and make recommendations.
• Responsibility for balancing workload to optimize the effectiveness of the department.

DIRECTION EXERCISED:
Directly supervises exempt and non-exempt staff in accordance with company policies and applicable Federal and State Laws. Responsibilities include but are not limited to effectively interviewing, hiring, terminating, and training employees; planning, assigning and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems; supporting and encouraging the engagement process.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

EMPLOYMENT QUALIFICATIONS:
EDUCATION OR EQUIVALENT EXPERIENCE:

Bachelor's degree in a health related field. Master degree encouraged. Relevant combination of education and experience may be considered in lieu of degree. Certification/License or progress toward certification/license is highly preferred and encouraged.

EXPERIENCE:
Ten years of progressively more responsible sales/service experience in a healthcare environment with demonstrated technical experience that provides the necessary knowledge, skills and abilities. Five years of leadership experience in sales/service required. Bilingual skills preferred.

SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:

• Knowledge of key legislative issues that impact business.
• Knowledge of managed health care industry.
• Knowledge of laws, regulations, and compliance requirements.
• Demonstrated ability in sales, marketing, and business development.
• High level of integrated skills as a strategic partner.
• Ability to be an entrepreneur and have demonstrated success in strategic and business marketing.
• Must possess strong negotiation skills and decision making ability.
• Strong attention to detail and analytical skills required.
• Must demonstrate leadership ability and team building skills to effectively supervise professional and non-professional staff and interact with all levels of management.
• Ability to work with and empower others on a collaborative basis to ensure success of unit team.
• Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions and employing active listening techniques.
• Ability to effectively present budgetary and/or cost information, and respond to questions as appropriate.
• Ability to establish workflows, manages multiple projects, and meets necessary deadlines.
• Ability to perform other assignments at locations outside the office.

WORKING CONDITIONS:
Work is performed in an office setting with no unusual hazards. Frequently required to travel and attend outside meetings with some overnight stays.

The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.

We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an \"at will\" basis. Nothing herein is intended to create a contract.

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