Director, Strategic Client Management

November 21

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Zelis

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healthcare payments • payment integrity • payment accuracy • healthcare bill review • electronic payments

1001 - 5000 employees

⚕️ Healthcare Insurance

💳 Fintech

☁️ SaaS

💰 $20.1M Venture Round on 2020-01

Description

• In partnership with VP Client Management, ensures robust strategies and client plans are developed and captured in SalesForce for all clients within their book of business • Management of revenue for assigned clients inclusive of: Establish regular cadence for review of budgets, forecasts and product utilization for assigned book of business • Ensures that team goals for client renewals & retention are achieved or surpassed • Establish risk identification and mitigation strategies for volume decreases, service gaps, changes in client relationships and key advocates. • Escalates to key leadership partners, develops initial risk mitigation strategy and ensures execution of agreed upon risk mitigation strategies. • Enables team to drive revenue growth through existing product optimization; ensures that team understands and can effectively communicate Zelis’ key differentiators, product strategy, product features and functionality with applicability to client • Coordinates impact analysis intake and delivery for existing solutions yielding opportunity to engage with clients to demonstrate additional value for new and/or expanded product utilization • Manages client fee requests or considerations for existing products; collaborates within the business to provide OneZelis opportunities and solutions while understanding the impact of dependencies across the business • Ensured that team is abreast of the regulatory environment and its impact to Zelis clients. • Proactively engages strategies to achieve value from the Zelis platform in relation to the regulatory environment • Ensures team metrics are achieved for measurement of high quality service delivery and client satisfaction; measurements will include NPS scores, timely escalation and resolution of issues as well as other internal measures such as: Client Relationship Building – maximizing breadth and depth of relationships • Works closely with clients to intimately understand their business strategies, needs and challenges. • Serves as intake point for Client Audits & Compliance items to ensure seamless and timely responses • Client Reporting – delivery according to agreed upon intervals with the ability to provide performance synopsis as well as business insights demonstrating the Zelis value proposition • Serves as intake point for escalated Accounts Receivable and work towards timely resolution within the Zelis enterprise • Ensures all Stewardships/QBRs are completed and optimize value within client book • Securing client reference status and permission in support of key Zelis projects, case studies or other Zelis initiatives, as needed • Client case study selection • Manages existing contracts • Supports Sales for cross-sell and up-sell initiatives; identify opportunities and funnel to sales partners to incorporate into pipeline • Supports implementation; serve as liaison between the client and the business to ensure operational efficiencies during initiation and ramp • Monitor documentation and ongoing tracking of key client plans, contacts and attributes all in Salesforce • Promotes and supports educational opportunities within the team; drives accountability within the team for comprehensive understanding of all Zelis offerings

Requirements

• Bachelor’s degree in Business or Health Care Administration or related • 10 + years in client management role • 5+ years in leadership role • Demonstrated success in revenue management and increased utilization within an assigned book of business for individually assigned accounts as well as solid track record of achievement for team goals • Extremely knowledgeable in the Payor and /or TPA space • Ability to lead and manage a team in a fast-paced environment • Excellent written and verbal communication skills. • Excellent presentation, public speaking, and meeting management capabilities. • Ability to tailor messages to audiences • Proven collaboration with key business partners: Sales, Operations, Marketing • Ability to anticipate future trends and incorporate them into business review planning • Synthesizes complex issues and communicates clearly to both clients and internal stakeholders • Ability to communicate and interact formally and informally with Directors, VPs, and Senior Executives ; demonstrates Enterprise thinking with ability to influence; proven ability to influence across a matrix as well as with leadership • Experience leveraging data and reporting to accurately identify client and industry trends ; able to synthesize data into compelling narratives • Demonstrates sense of urgency and ability to multi-task and prioritize • Strong listening and comprehension skills, ability to understand and address client concerns, feedback, and appropriately manage discussions with clients