[Remote] Account Manager

Note: The job is a remote job and is open to candidates in USA. SKYGEN is a company focused on customer-facing roles, and they are seeking an Account Manager to act as a liaison for clients. The role involves ensuring business needs are met, resolving account issues, and maintaining effective relationships with clients.

Responsibilities

• Act as liaison for clients to ensure day-to-day business needs are supported
• Resolve account issues by working collaboratively with internal departments to meet the needs of members and providers within the guidelines of contractual requirements
• Maintain effective relationships with client contacts to ensure positive client references and client renewals, facilitate effective resolutions to issues, and identify potential opportunities for additional business
• Escalate issues appropriately
• Acts as a day-to-day primary contact and liaison for internal and external communications between the client and internal team members
• Manages all requests and needs of a given market(s) for assigned client(s)
• Tactfully handles difficult situations weighing contractual obligations and internal options, driving toward a win-win solution
• Consults and obtains advice from, Client Experience Manager or Client Experience Executive as needed
• Triages client requests including CSM inquiries and evaluates completeness according to Client Request Process and are in accordance with client contract
• For requests that are in accordance with client contracts initiates client contact to remediate gaps in client request and processes according to workflows
• For requests outside of client contract requirements escalates to Client Experience Manager and Client Experience Executive for potential upsell opportunities or response
• Maintains effective relationships and understanding of internal and client-specific workflows to facilitate quick and effective resolutions to client concerns
• Escalates high priority issues such as penalties, corrective action plans, complaints, and compliance issues to the Client Experience Manager or appropriate escalation point
• Requests information internally on client contractual obligations
• Applies knowledge of contractual requirements to ensure effective discussions around options to customer issues and ensures contractual obligations are met
• Maintains effective relationships with client contacts through regular communication and meetings to ensure satisfaction related to client requests
• Organizes, prepares information, and holds regular client meetings or calls to discuss results and potential opportunities for improvement
• Publishes agenda prior to meeting and notes after meeting to attendees
• Tracks and follows up on issues; records decisions
• Manages client requests (e.g. new product implementation, new state requirements such as letters, or reports)
• Executes the workflows and processes to service the client according as determined by the Client Experience Manager and/or other Client Experience leadership
• Tracks deliverables to ensure commitments are met
• Completes regular internal reporting on client status
• Assists in communicating client audit information to internal staff and coordinating responses and meetings
• Coordinates onsite audits
• Participates in the determination and implementation of corrective action plans surrounding contractual requirements and/or identified in audits
• Updates request tracking software with status on client communications surrounding audits, CAPs and other projects
• Maintains knowledge of industry trends to effectively address client concerns
• Discusses client needs and forward opportunities to client experience executive
• Answers existing and potential customer’s questions about services and service methodologies
• Must demonstrate an ability to learn and work in complex environments with a continual learning approach
• Identifies potential efficiencies and workflow improvements based on knowledge of industry and internal business practices and SKYGEN systems

Skills

• Associates Degree or equivalent years of experience in a client facing role
• 2-4 years of account management/client relations experience including responsibility for managing client relationship and measurements of success
• Knowledge of Microsoft office products (Excel, Word, and email) at an intermediate level
• Ability to remain organized with multiple interruptions
• Ability to manage multiple priorities and ensure timelines and deadlines are met
• Ability to work with a diverse group of internal and external individuals
• Effective customer service mindset and communication skills
• Ability to follow, design, document workflows necessary for good business practice
• Knowledge of or ability to learn and use Microsoft Visio
• Bachelor's degree in Business, Marketing, or other related field of study
• Knowledgeable of various dental and health care products/insurance
• Knowledgeable of medical terminology, procedures, and EDT procedure coding
• Project management experience
• Basic understanding of SQL
• Skilled in workflow processes and Microsoft Visio

Benefits

• Remote: This position is eligible to be fully remote
• Minimal travel is required for this role, but the opportunity to occasionally travel to our offices near Milwaukee, WI or to our client's offices is available

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