Sr. Account Manager, Provider Engagement

Position Overview

Reporting to the Director of Provider Engagement, the Senior Account Manager, Provider Engagement will be responsible for driving client satisfaction by managing ongoing relationships and service delivery to client accounts. This role acts as a dedicated resource for assigned accounts, typically with direct client contact for large / complex accounts. The Senior Account Manager, Provider Engagement builds client relationships and serves as the primary point of contact for overall & day-to-day service delivery by working closely with the internal and external stakeholders. This role represents providers internally and coordinates with other functions to capture and support provider requirements, complete projects, and address ongoing service needs. The Senior Account Manager, Provider Engagement will conduct Quarterly Business Reviews (QBRs) and various operational meetings to drive performance. The Senior Account Manager, Provider Engagement makes significant contributions to client engagement and identifies opportunities for efficiencies and success.

Duties & Responsibilities

Develop and maintain strong relationship with external providers and internal partners to manage customer service experience.

Own the day-to-day service experience of key providers by working with the Network Operations Team and other functional partners as required to ensure issues are resolved promptly and accurately meeting the customer's expectations.

Facilitate resolution of all escalated requests by working with the appropriate Network Operations team and conducting provider consultations as required.

Build PowerPoint decks for client Quarterly Business Review (QBR) presentations and ad hoc meetings.

Deliver successful provider partnerships that result in high client satisfaction, retention, and growth.

Lead, through influence in a matrixed environment, teams comprised of members from MetroPlusHealth functional groups and the client.

Serve as the voice of key provider accounts by seeking ad-hoc and formalized feedback to gauge client satisfaction, identify areas for engagement, and solution improvement to enhance provider experience via clear communication and documentation.

Employ critical thinking skills to find solutions that satisfy provider wishes while upholding business needs.

Schedule and oversee logistics for key provider meetings, ensuring meeting notes are captured, reported and distributed to all key parties to document project progress, client feedback, agreements and next steps.

Minimum Qualifications

6 years minimum of relative healthcare industry experience in a client management and value-based environment and Bachelor’s Degree; or

8 years minimum of relative healthcare industry experience in a client management and value-based environment and Associate’s Degree.

Solid background in healthcare, preferably experience working in a network or client management

Must have strong healthcare and financial data analysis skills.

Knowledge of IPAs, large provider groups, hospital systems, and diverse communities required to target providers that serve different demographics.

Ability to decipher contractual language and clearly deliver messages to clients and customers with written and verbal communication.

Professional Competencies

Integrity and Trust

Customer Focus

Functional / Technical skills

Excellent verbal and written communications skills with demonstrated ability to communicate, present, and influence both credibly and effectively at all levels of an organization.

Demonstrated self-starter, strategic thinker, ability to manage complexity and ambiguity

Adapt quickly to change in an ever-changing environment.

Ability to develop solid long-term positive working relationships.

Ability to manage multiple client relationships simultaneously.

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