Assistant Vice President, Relationship Management

Job Title

Assume a leadership role internally and between EmblemHealth (EH) and third-party administrators (i.e., UMR); serve as a bridge to provide EH with dashboard information crucial to managing the relationship.

Coordinate efforts between EmblemHealth and TPA(s) to build a competitive and effective program.

Direct the implementation of the new contract(s) resulting from the collaboration between EH and its external partner(s).

Facilitate targeted action plans to resolve issues and maintain client satisfaction. Collaborate with cross-functional teams to suggest product or service improvements in response to client feedback and industry trends.

Provide leadership and direction to internal departments regarding any operational client requirements.

Point of contract to develop and maintain the long-term planning and financial model (3+ years) for use in strategic planning.

Track and report on business risks and opportunities and how they may impact the financial results and projections by developing close ties to key financial and operational leadership.

Support and consult with executive management on financial and operational initiatives and issues by being accountable for the development of cost benefit analyses in the form of business case analysis, as well as tracking and measuring initiatives over time against anticipated results.

Principal Accountabilities

Direct the implementation of the new contract(s) negotiated by EmblemHealth and its external partners.

Oversee collaborative efforts by EH and its partners to retain customers, foster loyalty, maintain / enhance profitability and deliver customer satisfaction as they relate to critical projects and clients.

Oversee the development, delivery, and implementation of dashboard information crucial to EmblemHealth's successfully managing the relationship.

Collaborate with cross-functional teams to recommend product or service improvements in response to client feedback and industry trends. Lead and mentor project teams; provide guidance to other departments to maximize client satisfaction.

Provide leadership and direction to internal departments regarding any required operational needs.

Manage the interactions needed to ideate, develop, implement, maintain, and improve EmblemHealth's collaborative ventures to build a competitive and effective program.

Lead client relationship development, fostering strong long-term connections, driving successful project outcomes, and creating future engagement opportunities.

Work with internal and external parties including technical and project management staff, stakeholders, etc., to develop and deliver on mission-critical projects to maximize probability of success.

Facilitate targeted action plans to resolve issues and maintain critical client satisfaction.

Maintain industry and market level knowledge and awareness of emerging trends, pain point root causes, and internal and external environmental factors that could impact on the company's performance.

Qualifications

Education, Training, Licenses, Certifications

Bachelor's degree in marketing, communications, business administration or related field; master's preferred.

Relevant Work Experience, Knowledge, Skills, and Abilities

12 15+ years of relevant, professional work experience, preferably working with governmental agencies.

5 8+ years of experience in a healthcare provider environment.

Experience developing high-impact strategies to improve effectiveness and drive key metrics.

Track record of successfully managing vendor / third party relationships.

Strong client-focused orientation and business relationship skills.

Ability to act as a change agent; to operate with urgency; and to challenge the status quo.

Ability to run results-orientated campaigns simultaneously across multiple products and corporate initiatives.

Outstanding communication skills (verbal, written, presentation, interpersonal) with all audiences; and the ability to effectively communicate with persuasion, clarity, integrity, and openness to large and small audiences.

Detail orientation with ability to maintain a "big picture" view; strong organization and prioritization skills.

Demonstrated ability to identify issues and trends; and to develop and implement solutions to improve processes.

Proven ability to oversee and / or manage multiple department project plans and to ensure their integration with each other and with other departments within EmblemHealth (or an equivalent large healthcare organization).

Proven management experience with both operational and strategic orientation.

Demonstrated experience in team building through collaboration and open communication, with a focus on achieving a common goal.