Account Specialist Health Integrated
THIS JOB HAS EXPIRED Description
Position is based in Tampa, FL
JOB SUMMARY: The purpose of the Account Specialist job is to support attainment of Health Integrated (HI) revenue growth, revenue retention, participation/engagement and customer satisfaction through the support of new customer implementations and customer change requests, and providing support for participation/engagement programs, renewal and up-selling activities and other general support as required. The primary responsibilities for this job are listed below. This position may not conduct any activities that require evaluation or interpretation of clinical information.
High School Diploma or GED required. Bachelor?s Degree preferred.
Experience: Minimum one year experience working in healthcare industry, preferably in a service delivery environment. Business analysis and/or project management experience desirable. Previous experience working with Health Integrated
programs and/or services preferred.
Analytical/Systems Thinking: Digs deeply to understand customer/user requirements; recognizes the impact of decisions and actions on business processes, technical solutions, programs and people; sees the connections or trends in data; makes timely, effective decisions.
Innovative Thinking: Recognizes the need or opportunity for new or modified approaches; generates creative and effective solutions.
Technical Acumen: Keeps current on emerging technologies related to Health Integrated and competitor offerings and customer needs.
Attention to Quality & Accuracy: Produces documents, estimates and other outcomes that are accurate and complete; ensures that designs, solutions, and/or other work exactly match requirements and expectations; identifies opportunities to improve processes or outcomes.
Personal Organization: Allocates own time efficiently; effectively handles multiple demands and competing priorities.
Customer Focus: Understands and conveys sensitivity to customer needs, interests and concerns; acts quickly to address customer inquiries, problems and opportunities; helps customers understand the trade-offs, down-stream implications and costs/benefits of different approaches or solutions.
Communication: Presents and communicates information in a clear, confident and professional manner; listens attentively; shares important information in a timely manner.
With direction from Account Executive and Implementation Manager, use the implementation tools and process to guide and ensure customer decision making on required implementation elements (e.g. data exchanges, communications, transitions, privacy/compliance).
Ensure that best practices are implemented and decisions are documented throughout the launch process.
Assist Implementation Manager in ensuring all tasks are completed on time (e.g., customer assets received and integrated, internal and external quality assurance testing is accomplished, and solution is launched into production).
Escalate issues to Account Executive or Implementation Manager as appropriate.
Work with Account Executive and Sales Director to ensure all contractual commitments are met.
Work with other functional areas and/or customers? vendors to launch HI solutions.
Monitor solutions post-launch as appropriate to ensure customer requirements are met.
Support billing process as appropriate via completion of invoice requests, etc.
Work with VP Client Services and Account Executives as necessary to assign and manage priority of work across assigned accounts.
Assist Account Executive in executing strategy to ensure strong engagement at launch.
Support engagement initiatives as appropriate (e.g., health fairs) and assist Account Executive in monitoring and reporting activity.
Track and report engagement levels.
Work with Account Executive to define scope of changes needed and assist in documentation of business requirements.
Work with product management and operational teams to translate business need into technical requirements and assist in development of quote for work effort.
Assist Account Executive in developing Business Requirements Form (BRF) with customer endorsement.
Coordinate with Account Executive to deliver quote to customer and assist in securing agreement to move forward with project
Monitor project upon execution of BRF to ensure contractual commitments are met; assist in issue resolution as appropriate.
Monitor production post-launch as appropriate.
Ensure contractual commitments for ongoing deliverables are met (e.g., activity reports, data extracts, other reporting).
Support Account Executive in monitoring and documenting progress against contractual commitments and Strategic Account Plan.
Attend customer status meetings; assist Account Executive in tracking customer issues and ensure open items are tracked through resolution.
Coordinate Health Integrated resources as needed to support issue resolution.
Enter appropriate issues, internal, provider, or member, as a Help Desk Ticket so IT can monitor to ensure issues are resolved in accordance with internal and external service level agreements.
Act as backup to Strategic Account Manager and sales lead as appropriate.
Assist Account Executive to generate and deliver customer reports (including outcomes reports).
Maintain accurate documentation for each implementation (e.g., population size, programs used, program versions or variations).
Assemble renewal and/or new product/program documentation.
Monitor the timely creation of monthly/quarterly/annual reports.
Support operational quality assurance (QI) testing processes and perform specific QI as appropriate.
Ensure QI is completed prior to delivery of reports to customer.
Assist Account Executive in gathering requirements for new report requests
Support creation of Business Requirements Form (BRF) and monitor BRF progress through internal systems and processes.
Schedule and administer customer meetings (weekly, monthly, quarterly, annual)
Compile and distribute meeting minutes, action and assignment logs, etc.
Support Account Executive in documenting and executing strategic account plan for customer.
Analyze participation and/or other data to determine the impact of different strategies and tactics.
||10008 North Dale Mabry |
Tampa, FL 33618
THIS JOB HAS EXPIRED