• Director, Account Management

    Posted Date 2 weeks ago(10/5/2018 4:21 PM)
    Job ID
    2018-5298
    # of Openings
    3
    Category
    Business Development
    Type
    Full Time Regular
  • Overview

     

    Director, Account Management 

     

    Matrix Medical Network is one of the fastest growing companies in healthcare. We care profoundly for the members we serve and the work we do significantly improves their quality of life. We are a fast growing organization with experts in human resources, account management, sales, recruiting, marketing, business development, operations and finance.

     

    Matrix Medical Network is the leading provider of in-home and facility community based care management services and is in the process of revolutionizing health-care solutions.  Matrix was founded in 2000 and is headquartered in Scottsdale, Arizona, with regional offices in Largo and Orlando Florida. Matrix has a national clinical organization which provides high-touch, in-home and mobile clinic care to help health plans balance cost and revenue, grow membership and improve the quality of care. After nearly doubling in size in recent years, Matrix continues to be well positioned for continued expansion.  

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    POSITION SUMMARY:

    The Director of Account Management organization has primary responsibility for managing client relations through implementation and on-going service delivery. This field-based position is responsible for implementing new clients, resolving client issues, and ensuring the company’s obligations to its clients are fulfilled. The primary objective of the Director of Account Management is to exceed client expectations through quality service delivery.

    Responsibilities

    Manage Company Accounts:

    The Account Management Director will be the senior business leader on an account and will have overall responsibility for ensuring the clients receive the program value they expect. Specific roles and responsibilities in this area include, but are not limited to:

    • Independently manage a portfolio of clients with a combined value exceeding $30 million.
    • Generate client status reports and internal management updates.
    • Deliver results consistently and to the satisfaction of internal and external customers.

    Support Client Relationships:

    The company currently serves more than 40 health plans. The individual hired in this position will have responsibility interfacing with health plan clients and assume full responsibility for a subset of the clients. Additionally, the position will serve as the liaison between internal functions such as the operations, IT, clinical services, and business services and the client. Responsibilities in this area include, but are not limited to the following:

    • Manage new client start-ups and implementations by ensuring comprehensive account plans are developed for each client. Ensure these plans are updated on an ongoing basis with all current and relevant information concerning the client and the program. Maintain on-going knowledge of project status in order to identify potential client issues and/or opportunities.
    • Establish and maintain strong client relationships through regular contact, which will include regular face-to-face meetings, telephone and email communication. You will spend 50% of your time in client communications with many of these being face-to-face meetings at the client site.
    • Communicate the client’s goals and represent the client’s interests to the organization. Provide regular two-way communication between the client and company, to represent Matrix well and to set proper client expectations. Assume responsibility for business related client communications, conflict resolution, and quality of client deliverables.
    • Ensure client issues, when they arise, are dealt with in an efficient manner and that clients are satisfied their concerns are being addressed.
    • Ensure you manage expectations of all stakeholders, both internal and external, by communicating through meetings, verbal, written and email forms.
    • Review major business deliverables (i.e. status documents, performance reports, account plans, etc.) to ensure quality standards and client expectations are met.

    Provide Client Analysis and Management Reporting:

    The Account Management Director will play a critical role in providing data analysis and generating reports for clients. Specific roles and responsibilities in this area include, but are not limited to:

    • Work closely with the company’s Senior Business Analysts to produce weekly, monthly and quarterly status reports to each client and to identify and deliver any ad hoc individual client requirements.
    • Interact closely with client teams to gather, monitor and analyze performance data and return on investment analysis.
    • Participate in the development and implementation of new/revised reports, systems and procedures that will support your portfolio of clients.

    Support Sales at Existing Clients:

    The Account Management Director seeks to support account management at existing clients so that more revenue can be generated from existing clients. The individual who assumes this role will support on-going sales efforts at existing clients. Responsibilities in this area include, but are not limited to the following:

    • Collaborate with the sales team during contract negotiations to ensure a smooth and seamless transition from sales to client services.
    • Identify and support pursuit of opportunities for account growth and new business by working closely with the sales team.
    • Actively seek to increase the services offered to your portfolio and increase the income generated in conjunction with cross-sell and up-sell opportunities.

     

    Qualifications

    Educational Requirements:

    A Master’s level business or health-care related degree is preferred.  A Bachelor of Arts /Science degree in Business Administration or Health Care Administration or related field is required.

     

    Required Skills and Abilities:

    The ideal candidate will possess a strong understanding of the health-care industry and specifically the Medicare Advantage sector or geriatric care delivery. Specifically, we are looking for a business professional with 7-10 years of health-care account management experience or direct management of multi-site health-care delivery operations. The successful candidate will possess the following experiences and personal attributes:

    Knowledge

    • Strong working knowledge of Microsoft Office.
    • A good understanding of what it takes to maintain and develop the productive client relationships
    • Must be comfortable working independently to achieve defined financial and operational goals.

    Experience

    • Proven Account Management skills required with a minimum of 5 years of Account Management/Client Operations experience.
    • Must be able to quickly understand the company’s offerings, the client, their interests and their industry.
    • Must be able to describe the processes and procedures required to deliver a successful project. Must understand what the critical success factors are that drive delivery of a profitable program.
    • Direct experience in managing projects/programs, coordinating team members, developing timetables and setting deadlines in order to achieve client objectives.

    Skills

    • Excellent writing, analytical and project management skills.
    • Excellent presentation and communication skills.
    • Strong listening and questioning skills.

    Abilities

    • Ability to lead a project using own initiative and working as part of a team.
    • Ability to create and maintain accurate / accessible and organized documentation.
    • Ability to effectively communicate periodic performance reports by assembling all necessary inputs in an effective, timely and well-organized manner.
    • Ability to present results and strategy at senior management level.
    • Ability to identify and help convert new business opportunities.
    • Ability to effectively manage customer & staff relationships, promptly respond to queries, ensure promises are kept and manage expectations.

     

    We are a fast-growing company with excellent future prospects. The work environment requires an ability and willingness to adapt to changing priorities and meet aggressive project deadlines.

     

    Supervisory Responsibility: No supervisory responsibilities.

     

    Travel Requirements:  Potentially 50% travel required. 

     

    Work Conditions: General office environment.

     

    The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.  Management reserves the right to add, modify, change or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.

     

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