Overview

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members.

Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Client Account Specialist, Team Health creates and sustain long-term, trusting relationships with our customers. Oversees a portfolio of assigned customers, develops new business from existing clients and actively seeks new sales opportunities.

This role also deals with renewing customer contracts, resolving conflict with clients as well as upselling and cross-selling.

Supports sales development manager with acquiring new business. As the brand ambassador of HMH, this integral position contributes to the external customer retention by building trust and value through strategic account management.

Responsibilities

A day in the life of a Client Account Specialist, Team Health at Hackensack Meridian Health includes :

• Maintain regular communication with clients to identify challenges with assessment for resolutions.
• Monitor occupational health services provided at all HM Team Health locations to assure services and capacity align to standards.
• Address customer service issues timely with relevant service recovery including tracking trends with client dissatisfaction.
• Respond to client requests for Occupational Health services, pricing and programming needs
• Provide features and benefits of traditional Occupational Health and other services (e.g., consultative).
• Support strategic opportunities which align with department objectives and goals
• Provide clients with orientation to Team Health (TH) office workflow, locations, providers, result reporting, claim submission process and billing.
• Review information, verifies accuracy and submits proposals, statement of work (SOW), contracts, request for information / proposal / bid responses for existing clients in collaboration with legal, Risk Management and any necessary Subject Matter Expert (SME).
• Develop relationships with clients, worker s compensation insurance carriers, brokers, claims, case managers and other industry related professionals to manage client accounts.
• Document all client related interactions and activities in the Client Relationship Management (CRM) system (or other system) accurately and in a timely manner
• Collaborate closely with the Sales Development Manager, and HM Works team to determine, define, track, monitor, analyze and report out on Metrics / Key Performance Indicator (KPI) trends.
• Communicate activities, goals, accomplishments via data analysis dashboards to leadership.
• Assist & update list of state / national conferences & events to determine best strategy for expected return on investment (ROI).
• Participate with HMH Marketing experts & HM Works team to develop and implement specific strategies identified in the marketing plan.
• Recommend sales and marketing channels such as print, social media and website outlets.
• Execute strategy management with aligned leadership and operational goals.
• Possess excellent interpersonal skills and able to work in fast-paced environments.
• When applicable, upselling additional products and services to the client base. Maintain quality standards
• Utilizes the HM Team Health subject matter experts when seeking direction, clinical guidance, validation of decision-making and resolution of problematic issues.
• Coordinates workplace site visits with an appropriate frequency to determine appropriate services are being offered and to upsell additional services.

Perform administrative tasks :

• Creates service proposals for existing and new clients in collaboration with key Hackensack Meridian (HM) Works team members such as request for purchase agreements and statement of works.
• Obtains written authorization from client for services and any changes in service requests using docusign and other approval mechanisms.
• Compiles data to create and deliver presentations as requested.
• Assist with process improvements and standards to work more efficiently.
• Performs other office responsibilities, duties, and / or projects, as assigned. Self-development and training :
• Adheres to HMH Organizational competencies and standards of behavior.
• Remains flexible and receptive to change as it relates to HM Works.
• Completes training, in services, and educational programs necessary to maintain current knowledge of consultation services (e.

g., Infection prevention, Integrative Medicine) worker's compensation and occupational health standards and guidelines.

• Other duties and / or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications

Education, Knowledge, Skills and Abilities Required :

• BS Degree required
• Minimum of 3-5 years experience with client management in Healthcare.
• Ability to handle multiple projects simultaneously and work under pressure.
• Strong organization and project management skills.
• Highly motivated and self directed.
• Valid NJ Driver's License and access to a vehicle for on site calls / visits.
• Excellent written and verbal communication skills.
• Proficient computer skills including but not limited to Microsoft Office and Google Suite platforms.

Education, Knowledge, Skills and Abilities Preferred :

• Masters Degree in areas that include, but are not limited to : Business, Marketing, Sales or Healthcare.
• Specialty in medical terminology.
• Proficient in EMR and relevant software.
• Experience in office management and business skills including CRM Software capabilities.
• Experience with managing clients in the Occupational Health field.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

Last updated : 2024-05-03