We are looking for an experienced Account Director to provide oversight on our reimbursement hub program implementation. This person will be the primary contact for Director/Executive level contacts and includes day-to-day interaction with Director/Executive level client contacts. Duties will include: Resolution and remediation of escalated cases/issues; Business Development activities including management of requests for information and proposal (RFI and RFP) processes; Master Service Agreement (MSA) creation/renewal and scope of work (SOW) creation/renewal for assigned clients.
|CATEGORY:||Client and Program Management|
|TYPE:||Exempt, Full Time|
|JOB NATURE:||Office based: Oversee operation of call center based customer service programs.|
|JOB SUMMARY:||Oversight of implementation of the reimbursement hub program to which personnel is assigned. Primary contact for program Director/Executive level contacts. Includes day-to-day interaction with Director/Executive level client contacts. Resolution and remediation of escalated cases/issues. Business Development activities including management of requests for information and proposal (RFI and RFP) processes, Master Service Agreement (MSA) creation/renewal and scope of work (SOW) creation/renewal for assigned clients.|
|JOB DUTIES:||Act as primary point of contact for Director/Executive level client contacts.
Manage day-to-day activity of implementation of the hub program(s) to which the employee is assigned.
Prepare client facing and internal reports, as required.
Prepare and manage RFI/P processes, as assigned.
Oversee development, implementation and training on program specific Standard Operating Procedures (SOPs).
Ensure documentation of all activities within required timelines.
Manage client relationship for programs assigned.
Provide on-going performance feedback to all direct reports, as required and if applicable.
Complete probationary and annual reviews for all direct reports.
Provide coaching, mentoring and implement Performance Improvement Plans, as necessary.
Hold team meetings, encourage open interaction and foster high employee satisfaction.
Host conference calls with Director/Executive level client contacts as required.
Oversee development and implementation of quality monitoring and quality assurance tools for assigned program(s).
Interview and hire qualified staff.
Travel to and attend client meetings, off site training, and/or conferences. Travel time estimate: up to 50%, depending on assigned program(s).
|TRAINING, EDUCATION, EXPERIENCE:||Must be 18 years old or older.
Bachelor's degree or relevant experience.
Minimum four years recent account management and/or director level experience (3 years' direct industry experience preferred).
|REQUIREMENTS:||Expert knowledge of RFI/P and contracting processes.
Exhibit proficiency in Microsoft Office products.
Excellent customer service skills.
Advanced problem solving, research and analytical skills.
Advanced communication skills, both written and verbal.
Advanced client interaction experience required.
SOP development experience preferred.
Staff training experience required.
Supervisory experience required.
Interview and hiring experience preferred.
|JOB RELATIONSHIPS:||Works with varying levels of staff and in direct contact with consumer/client.|
|TIME COMMITMENT:||Monday through Friday
Minimum 40 work hours Full Time, may be required to work over 40 hours per week to meet business needs.