Overview

We Provide Solutions. Patients and Physicians rely on our diagnostic testing, information, and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact, and a clear dedication to service. It’s about providing clarity and hope.

The Account Management Manager (leadership opportunity) will manage and direct all aspects of customer/account management services. Implement and review relevant client processes, policies, and standard operating procedures. Responsible for service issue resolution at the account level. Coordinate integrated, standard account business review process and metrics delivery. This position plays a key role in reducing client attrition.

This is a hybrid role - 2 days remote/3 days in-office in Lenexa, KS. 

Responsibilities

• Responsible for the supervision, coaching, monitoring, training, reviewing, performance management of assigned account managers.
• Partners with the Sales management, Sales Ops, Client Engagement, to establish relationships and problem solving processes that are seamless to the external customer.
• Oversees development and deployment of account management tiered structure to provide necessary services to all customers through acct management team.
• Develop strategies for addressing chronic service failures to facilitate permanent resolution
• Develop and execute action plans in order to achieve targets and MBOs
• Ensures compliance with the established quality standards and actively participates in monitoring corrective action and its effectiveness
• Oversees analysis of account problems and expedites their resolution; establishes practices to support field representatives with managing their account activity, problem resolution, and monitoring of accounts. 
• Responsible for deployment of external client communications, in conjunction with Marketing.
• Ensure department compliance with all company policies and government regulations.
• Monitor department expenses and keep travel spending in line with budget. 

Qualifications

Education Preferred:

• BA / BS or equivalent experience. MBA Preferred. 

Work Experience:

• 5 years of experience in a account manager/ service environment with a leadership role 
• 5 years previous health care or related experience 
• Previous experience in health screening preferred 

Other:

• Proficient desktop skills including MS Office 
• Demonstrated success in developing and motivating team members to reach objectives.
• Broad understanding of the wellness or health screening business and its service requirements.
• Excellent interpersonal, customer service and oral communication skills, including the ability to communicate complex issues clearly and concisely.
• Development of problem trending management reports used in conjunction with business unit continuous improvement efforts.
• Performance management of department and direct reports.
• Strong influencing skills.
• Customer Focus
• Strong Decision Quality
• Timely Decision Making
• Interpersonal Savvy

EEO

Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.