Account Management Coordinator

Position Summary

The Account Management coordinator (AMC) role involves providing assistance to the clients under 100 lives. Your main responsibilities would involve providing support and managing various aspects of the program for your clients.

Organizational Relationships

The AMC will report to Director, Account Management and will support the Account Manager who partners with broker/consultant.

Responsibilities

• Client Support: Assisting clients with inquiries, providing information, and resolving issues related to their programs. Understand their needs, respond to inquiries, and provide support and guidance throughout the contract. This could involve answering phone calls or emails, addressing concerns, and guiding clients through administrative processes.
• Program Implementation: Assist clients in implementing programs. This involves gathering necessary information, entering in EAPexpert and Hubspot, coordinating with internal teams to set up the plan, and ensuring a seamless transition for the client. Provide awareness materials, guidance and support.
• Clients under 100 lives : will be the sole responsibility of AM coordinator from start to finish. AM support will be main day to day contact. AMC will draft agreement if no BD involvement. If they are with a broker, AM will be kept in the loop and brought in as necessary.
• Clients over 100 lives : AM coordinator will provide Admin assistance to offload tasks but AMs will continue to complete the launch start to finish (ie. AM support will draft contract, if no BD involvement, but AM will send out and track, AM support will enter into HS/EAP/Planner, AMs will send out launch email, update codes as they are ready etc)
• Program Administration: Collaborating with the account management team to ensure the smooth operation of Program. This includes coordinating with internal departments to ensure efficient administration and timely resolution of any issues.
• Program Maintenance: Continuously monitor and review client accounts to ensure accurate and up-to-date information. Process changes, updates, and any relevant administration.
• Employee counts: enter population counts in EAPexpert and Hubspot if applicable
• Documentation and Record-Keeping: Maintaining accurate records of client interactions, employee populations, and other relevant information.
• Education: Assisting clients in understanding the details of their Programs, services included, eligibility, and any other relevant information.
• Troubleshooting: Investigating and resolving issues related to service, billing, or any discrepancies. This requires working closely with internal teams to identify the root causes of problems and finding appropriate solutions.
• Reporting and Analysis: Preparing reports and analyzing data related to plan utilization and client satisfaction.

What You Need to Be Successful

• Excellent time management and organizational skills
• Demonstrated ability to work both independently and as part of a team
• Strong communication and interpersonal skills

Skills an Ideal Candidate Would Have

• Fluent in French and English, both written and spoken (an asset)

We thank everyone who is interested in our role. We'll reach out to candidates directly if we are interested in moving forward.

CloudMD is an equal opportunity employer. We do not discriminate on the basis of race, ancestry, religion, color, national origin, gender, sexual orientation, gender orientation or expression, political belief, age, marital status, or disability status.

CloudMD is also committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require an accommodation in completing any pre-employment assessments or applications, interviewing or otherwise participating in the recruitment process, please email recruiting@cloudmd.ca.

Protecting the safety and welfare of employees, clients, and patients that use our services is of utmost importance to us. For this reason, final applicants will be asked to undergo a background check.