Job Title: Director of Client Management

Location: Remote, with travel as needed

Salary: $125,000 - $145,000

About Us: PopHealthCare/Emcara Health is a leading provider of in-home assessments and longitudinal care for Medicare and Medicaid patients. We are on a transformation journey to revolutionize in-home care and become a premier employer in the healthcare industry. Our commitment to quality patient care, employee well-being, and innovation drives our mission.

Our Commitment to You: Our excellence extends to our employees as well. We are dedicated to fostering a workplace culture that values collaboration, innovation, and continuous improvement. As a result, we have created a Director of Client Management role who can help lead us into the future by driving strategic programs and initiatives with our clients that align with our mission and values, including a focus on operational excellence.

Position Overview: The Director of Client Management is responsible for managing and directing the front-line relationship with clients including but not limited to vendor managers, business leadership, and clinical leadership. This role will also work cross-functionally with internal teams to ensure Emcara is successfully executing against client and budget expectations and prepared for opportunities to expand business. This includes managing the relationship, assuring superior service levels, overall retention of the business, and exploring expansion opportunities within the client, where appropriate.

Key Responsibilities:

• Respond to client inquiries in a timely manner, acknowledging and building expectations for resolution.
• Delivering on commitments
• Create and maintain a proactive communication strategy with clients, related distributors, business partners, and consultants adequate to identify and address problems and issues expeditiously.
• Build and maintain a strong understanding of product/service delivery systems and infrastructure adequate to identify and address problems and issues, including information requests, expeditiously.
  • Evaluate client needs and lead cross functional teams to design, plan, configure, and implement products and services on a timely basis - Renewals, New Client implementation.
  • Schedule and lead client/delivery team meetings; developing and communicating progress against client's plan management strategy; gathering required data, research, and supporting analysis, and handouts/documents to guide the discussion.
  • Build and maintain effective feedback infrastructure to gather critical intelligence on client satisfaction from all sources related to the client's total product/service delivery system, including brokers, consultants, vendors, partners, stop loss carriers, etc., to ensure maximum opportunity to retain the business and related revenues.
  • Build and maintain a strong business/working relationship with clients and distribution networks sufficient to maintain and increase revenues.
  • Identify other opportunities and referrals.
• Work as a responsible team member supporting projects relating to problem resolution, research, implementations, enrollments, and renewals.
• Develop and maintain familiarity with Emcara reporting and analysis tools adequate to report plan performance metrics to brokers, consultants, and clients.
• Ensure delivery of fully executed client contracts
• Other duties in collaboration and close coordination with manager:
  • Analyze and evaluate client's plan performance and seek out opportunities to upsell/cross sell products and services, or revenue producing partner products and services, while improving the overall service experience to clients and their members
  • Develop and maintain a thorough understanding of clients' objectives for their plan; discuss key performance indicators, analyze issues, and recommend/model changes necessary to achieve those objectives.
  • Communicate and assure client compliance with federally and state mandated requirements.
  • Review and assess clients benefit plans broadly considering key factors - industry, locations, required product/service mix and compliance factors.
• Supervisory Responsibilities: Assist leadership team in leading and guiding the work of the Account Management Associate.

Qualifications:

• • 5+ years related work experience in the health insurance industry administration working directly with clients and distribution networks in a healthcare benefit related environment.
  • High school diploma or GED
  • Extensive experience and demonstrated proficiency in all MS Office applications including Word, Excel and PowerPoint.
  • Strong verbal and written communication skills. (Writing samples may be requested as proof.)
  • Comfortable working and communicating across operational areas within the organization.
  • Can appropriately handle confidential and sensitive information.
  • Ability to present to clients and executives in a confident manner.
  • Managing the message to the intended audience consistent with business objectives
  • Superior client service attitude coupled with excessive energy and enthusiasm.
  • Strong desire to succeed in conjunction with a highly developed work ethic.
  • Extremely driven with the ability to self-manage.
  • High attention to details; particularly those driving benefit plan performance.
  • Ability to work independently/autonomously and proactively as well as collaboratively as a member of a team.
  • Analysis - ability to identify problems/issues and propose high-performing solutions.
  • Ability to segment and prioritize workload based on time sensitivities and critical success factors.
  • General project management skills

Preferred Qualifications:

Bachelor's degree in business, Communications, or Healthcare related field

PopHealthCare is an equal opportunity/equal access employer fully committed to achieving a diverse workforce.