Associate Director, Client Partner, Dentaquest

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America.

The opportunity: The Associate Director is responsible for contract management, business performance, client retention, staff development and growth of the current business in the local market.

What you will bring with you:

• Bachelor’s Degree in Business, Healthcare Administration (or related field) or equivalent, relevant work experience.
• Five years’ experience working with external clients/customers; proven track record of providing superior service to internal and external customers.
• Three years’ experience in a supervisory/management role.
• Superior organizational, written and oral communication skills, particularly presentation skills.
• Knowledge of group benefits. Proven ability to provide consultative services to proactively meet customer needs, using management reports, offering training opportunities and recommending innovative solutions.
• Ability to work independently and as part of a team.
• Proficient with general computer software including Microsoft Excel, Word and Outlook.
• Demonstrated ability to solve complex business problems.
• Ability to make good judgment conclusions based on data available with minimal supervision.
• Ability to prioritize and organize multiple tasks with tight deadlines.
• Excellent customer service skills.
• Up to 30% travel

How you will contribute:

• Responsible for on-going, effective communications and service to the current clients via on-site meetings, conference calls, and day-to-day interaction.
• Manage overall P&L for the region, including managing loss ratio to predetermined target.
• Generate new business opportunities within existing accounts.
• Meet with Sales Director monthly to review prospect opportunities.
• Provide on-going leadership for all DQ staff on administration of the client’s program, and communicate information accurately and efficiently, to ensure that DQ is meeting and exceeding client expectations, and the terms of the RFR and contract.
• Proactively identify client expectations, communicate expectations to DQ staff, and ensure expectations are delivered effectively. Proactively resolve issues and strengthen relationships at various professional levels within the client’s organization.
• Develop and maintain relationships with key contacts in various healthcare and community-based organizations, including through participation on internal DQ committees.
• Represent DQ at health fairs, conferences and advisory meetings through the State.
• As applicable, directs/manages process that increase member access by strengthening outreach programs and provider networks.
• Support innovative business practices and process improvement opportunities for current and prospective clients (e.g., P4Q, QARR, ER Diversion).
• Draft and negotiate Amendments to Dental Service Agreements as necessary.
• Monitor changes in regulations and fee schedules, and ensure compliance with state and federal guidelines.
• Ensure timely and accurate reporting to clients.
• Responsible for ensuring Office Reference Manuals are kept up to date, corrective action plans are implemented and client audits are organized effectively.
• Manages process for obtaining program requirements, documentation, support and other special requests from clients, providers and other organizations.
• Provide leadership and supervision to local DQ staff. Responsible for the determination and implementation of performance and wage evaluations, performance improvement plans, disciplinary processes, and terminations for local staff, in accordance with company policy.
• Provides regular updates to senior management on internal and external issues affecting market performance.
• Other duties as assigned.
• Manages project(s) and/or consultant(s) dedicated to increasing quality scores in a given market or locality, in collaboration with Outreach team and senior leadership.
• Support the design and implementation of client or DQ-driven benefit designs, in consultation with clinical management and operations teams.

Physical Demands

• Ability to work in a traditional professional office setting/remote environment.
• Ability to effectively operate computer equipment.
• Work schedule may vary and is determined by project schedules.
• Ability to efficiently operate all job-related office equipment.
• Ability to communicate via telephone and work in virtual teams.
• The office environment is active with high voice levels and interruptions that may challenge hearing and concentration.

Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email recruitingUS@sunlife.com to request an accommodation.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran