Sr Account Manager

Carenet Health; San Antonio (TX); On-site; USD 85,000 - 125,000; Full time

Job summary

Carenet Health is seeking a Client Relationship Manager to oversee a portfolio of healthcare clients in the San Antonio area. You will be the primary contact for clients, manage implementations, and drive revenue growth by delivering effective solutions and maintaining strong relationships with internal and external stakeholders.

You will coordinate cross-functional teams to meet client needs, monitor KPIs, and present program outcomes.

Qualifications

• Bachelor's degree or equivalent experience.
• Experience with healthcare-related client accounts preferred.
• Excellent client focus and advocacy.
• Strong customer-facing demeanor and professional presentation.
• Clear and effective written and verbal communication.
• Ability to interpret client needs and translate to solutions.
• Strong analytical and problem-solving abilities.
• Detail-oriented with strong organizational skills.
• Ability to manage multiple programs and deadlines.
• Ability to collaborate across departments and teams.
• Comfort with leading meetings and presentations.
• Ability to negotiate and manage contracts and KPIs.
• Ability to drive program improvements and optimize outcomes.
• Ability to work under pressure and adapt to changing priorities.
• Experience with data reporting and KPI tracking.
• Proficient with office software: word processing, spreadsheets, email, databases.

Responsibilities

• Proactively service assigned client base and build strong relationships.
• Serve as primary day-to-day contact for clients.
• Oversee implementation and ongoing maintenance of client solutions.
• Develop and retain revenue by strengthening client relationships.
• Ensure client requirements are met and contract obligations are fulfilled.
• Plan and manage projects and coordinate resources to deliver results.
• Track KPIs and analyze data to improve program performance.
• Communicate issues and resolutions to stakeholders in a timely manner.
• Lead client meetings, presentations, and training sessions.
• Provide guidance and direction to team members as project lead.
• Prepare reports, monitor progress, and forecast revenue.
• Support contract negotiations and rate discussions.

Skills

Client relationship management

Customer facing skills

Verbal and written communication

Cross-cultural communication

Project management

Analytical thinking

Attention to detail

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

Word Processing

Spreadsheets

E-mail

Database software

Internet software

Job description

Overview

Responsible for a portfolio of clients that may include health plans, providers, and their members. Build strong client relationships that create a favorable opinion of the organization that create Carenet promoters within the client community. Cultivate organic opportunities and growth in portfolio. Successfully coordinate efforts of both internal and external departments. Respond to the needs of a 24-hour/7-day-a-week organization.

WORK SET UP: ONSITE - SAN ANTONIO, TX

Responsibilities

• 1. Proactively services the needs of assigned client base by building excellent working relationships. Primarily handles large accounts.
• 2. Acts as the primary day-to-day point of contact for assigned clients.
• 3. Responsible for implementation, ongoing maintenance, and management of implemented solutions of assigned clients and/or programs. Continuously strive to improve assigned programs efficiencies and effectiveness.
• 4. Build and strengthen relationships with assigned clients to retain and increase revenue. Pursues relationships with potential new contacts and seeks business expansion opportunities with current clients.
• 5. Continue to develop a well-versed knowledge of solutions being offered and ensures that solutions consistently meet client needs and contractual obligations.
• 6. Performs all aspects of program planning, organizing, and managing information and resources to deliver successful management of client requests and requirements.
• 7. Tracks and analyzes critical success metrics/KPI expectations established by clients to develop customized solutions, provide continuous improvement upon program performance, and produce a seamless member experience.
• 8. Ensure timely follow-through on resolution of issues and client requests.
• 9. Ensure consistent communication with necessary staff or departments regarding client requirements.
• 10. Identify, measure, and report data trending and analysis to provide consistent interpretation of program performance and suggestions to enhance performance.
• 11. Monitors, identifies, and communicates risks or opportunities to leadership and/or supporting department(s) to provide feedback around processes and to optimize effectiveness regarding assigned clients.
• 12. Reviews contractual agreements and establishes operating procedures designed to achieve client requirements. Escalates issues that do not meet client expectations for engagement and resolution.
• 13. Lead discussions and negotiations on established KPIs and participates with leadership in rate and contractual negotiations.
• 14. Collaborates with partners to develop, define, implement and maintain internal and external client documentation, compliance and quality testing approaches, standard operating procedures, quality assurance protocols/standards, as well as compliance with policies, procedures and standards for products and services. In addition, documents and deploys regulatory updates and program changes.
• 15. Develops project planning and coordinates the completion of all new program set-up and account maintenance activities with necessary staff or departments, including the definition, establishment and tracking of critical success metrics.
• 16. Participates in complex negotiations and requests for proposals with clients.
• 17. Leads simple contractual negotiations (i.e. simple price increases or decreases) independently.
• 18. Manages projects/matters of complexity including but not limited to timelines, client contact, report analysis, and interaction and coordination with departments.
• 19. Coordinate and lead client meetings and conference calls, create and deliver presentations, and participate in training seminars and/or tradeshows.
• 20. Provide training, support, and direction to team members and/or serve as project lead, as assigned.
• 21. Perform reporting, monitoring, client meetings, presentations, revenue forecasting, project support and administrative tasks.
• 22. Ensures solutions not only meet client needs but can communicate the value proposition of the solution. Engaged with client through onsite visits or virtual visits to ensure client satisfaction and to promote ongoing contract renewal.

Qualifications

• 1. Bachelor's degree (B. A.) from four-year College or university; or minimum 5 years of relevant experience and/or training; or equivalent combination of education and experience.
• 2. An understanding of the healthcare industry (Health Insurance, Health Benefits, Managed Care and/or Tele-health concepts). An understanding of the mechanics of a contact center business. Experience managing multi-milliondollar accounts.
• 3. Excellent client focus and advocacy.
• 4. Strong customer facing skills; demonstrates a highly professional demeanor. Is at ease communicating with client POC and other client stakeholders. Recognized as a valuable partner.
• 5. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• 6. Excellent verbal and written communication and interpersonal skills.
• 7. Ability to interpret technical information and translate into common terminology.
• 8. Strong critical thinking, analytical, problem solving, attention to detail and process improvement skills.
• 9. Ability to work well under pressure, to handle crisis situations, and balance several tasks simultaneously.
• 10. Ability to effectively communicate with a cross-cultural workforce and client base.
• 11. Ability to work collaboratively across different departments, functions, and environments.
• 12. Ability to take ownership of projects to drive to successful completion.
• 13. Keen attention to detail able to perform with a sense of urgency and adherence to deadlines.
• 14. Ability to evaluate customer needs with a high level of business acumen.
• 15. Word Processing, Spreadsheets, E-mail, database software, and Internet software.
• 16. Excellent time and project management skills.