Manager, Client Experience

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.

Key Accountabilities

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
  

Required Qualifications

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

Skills And Abilities

• Business expertise and working knowledge of Medica’s internal and external sales, operational structure and processes
• Experience with Association Health Plans (AHPs) and Professional Employer Organizations (PEOs) strongly preferred
• 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
  
  

This position is an Office role, which requires an employee to work onsite at our Minnetonka, MN office, on average, 3 days per week.

The full salary grade for this position is $92,200-$158,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $92,200 - $138,285. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data.  In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. 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.

The compensation and benefits information is provided as of the date of this posting. Medica’s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.