Client Account Specialist, Team Health

Overview
Our team members are the heart of what makes us better.
At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community.
Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.
The Client Account Specialist, Team Health helps ensure optimal customer service and maximizes profits by maintaining strong relationships with existing clients and collaborating with HM Works team (Director, External Occupational Health, Director, External Occupational Health, Sales Development Specialist, Manager, Program Development, Director, Academic Client Relations, and Manager, Client Accounts and Off Site Programs) to acquire new ones. This important role contributes to customer retention by building trust and bringing value through account management and maintenance.
*Position will be based in Bergen County, NJ handling clients within Central/Northern NJ
Keywords: Healthcare Sales, Healthcare Marketing
Responsibilities
A day in the life of a Client Account Specialist, Team Health at Hackensack Meridian Health includes:

• Maintains regular communication with existing clients to identify barriers/challenges that need to be addressed, and conducts needs assessment for proactive solutions findings.
• Monitors external occupational health services provided at all HM Team Health locations to assure services and capacity can be matched to client needs.
• Addresses customer service issues timely with relevant service recovery including monitoring and trends with client dissatisfaction.
• Serves customers by responding to requests, resolving complaints and maintaining quality services while also monitoring standards and advising leadership of potential problems.
• Utilizes the HM Team Health subject matter experts when seeking direction, clinical guidance, validation of decision-making and resolution of problematic issues.
• Coordinates workplace site visits with an appropriate frequency to determine appropriate services are being offered and to upsell additional services.
• Explains features and benefits of traditional Occupational Health and other services (e.g., consultative).
• Creates service proposals for existing and new clients in collaboration with key Hackensack Meridian (HM) Works team members.
• Obtains written authorization from client for services and any changes in service requests.
• Provides clients with orientation to Team Health (TH) office workflow, location site visits, providers, result reporting, claim submission process and billing.
• Reviews, obtains information, verifies accuracy and submits proposals, statement of work (SOW), contracts, request for information/proposal/bid responses for existing clients in collaboration with legal, Risk Management and any necessary Subject Matter Expert (SME).
• Develops relationships with clients, worker's compensation insurance carriers, brokers, claims, case managers and other industry related professionals to manage Client Accounts.
• Documents all client related interactions and activities in the Client Relationship Management (CRM) system accurately and in a timely manner.
• Clearly and regularly communicates/reports out to leaders and team on goals, accomplishments, activities, challenges and needs.
• Collaborates with the Director to determine, define, track, monitor, analyze and report out on Metrics/Key Performance Indicator (KPI) trends.
• Collaborates with the Director , External Occupational Health and team on interventions needed to sustain or improve KPIs.
• Provides information to both leadership and client by collecting, analyzing and summarizing data.
• Compiles data to create and deliver presentations as requested.
• Collaborates with HMH Marketing experts and HM Works team to develop and implement role specific strategies identified in the marketing plan.
• Contributes with suggestions to sales and marketing efforts like for example pamphlets, brochures, flyers and other marketing materials and approaches.
• Compiles and updates list of state and national conferences and events with details which will be used to develop a strategy for attendance and determine expected return on investment (ROI).
• Completes training, in services, and educational programs necessary to maintain current knowledge of consultation services (e.g., Infection prevention, Integrative Medicine) worker's compensation and occupational health standards and guidelines.
• Remains flexible and receptive to change as it relates to HM Works (External business) growth and development.
• Performs other office responsibilities, duties, and/or projects, as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications
Education, Knowledge, Skills and Abilities Required:

• BS Degree. Associates Degree is acceptable if a Bachelor's Degree is completed within one year of acceptance of position in areas that include, but are not limited to: Business, Marketing, Sales or Healthcare.
• Minimum of 3-5 years experience with client management in Healthcare. Preferably, in the Occupational Health field
• Proficient in EMR and relevant software.
• Experience in office management and business skills including CRM Software capabilities..
• Ability to handle multiple projects simultaneously and work under pressure.
• Strong organization and project management skills.
• Highly motivated and self directed..
• Specialty in medical terminology is preferred.
• Valid NJ Driver's License and access to a vehicle for on site calls/visits.
• Lifts a minimum of 15 lbs., pushes and pulls a minimum of 20 lbs.
• Excellent written and verbal communication skills.
• Proficient computer skills including but not limited to Microsoft Office and Google Suite platforms.

Education, Knowledge, Skills and Abilities Preferred:

• Masters Degree in areas that include, but are not limited to: Business, Marketing, Sales or Healthcare.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!