What are the responsibilities and job description for the Director, Client Management position at Versant Health?
Director- Client Management Government
SEE how you can make a difference! Be part of an innovative company that cares about its associates and helps members enjoy the wonders of sight through healthy eyes and vision.
Versant Health provides vision care to 37 million members nationwide! To ensure your continued success we provide opportunities for advancement and development. Our associates remain engaged through a comprehensive compensation and benefits package which includes health and dental insurance, tuition reimbursements, 401(k) with company match, pet insurance and FREE vision insurance for you and your family
Scope and Purpose of Position:
Manage/retain/grow large key account business to achieve team and corporate goals through the development of strong multi layered client relationships. Continuously and effectively demonstrate Versant Health Value proposition. Serve as point of contact and SME to internal business partners for clients to determine needs and deliverables to support implementations, renewals and retention. Exhibit strong customer service focus to both our internal/external customers.
Essential Functions:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the associate is required to stand, use hands and fingers to handle, feel, pick or pinch, and talk or hear most of the time. The associate is occasionally required to stand, walk, and reach with hands and arms. The associate must frequently lift and/or move up to 20 pounds. The noise level in this location is moderate (use of computers, printers and machines). Ability and willingness to travel as required.
HIPAA & Security Requirements
All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.
We take pride in our recruiting process and follow a merit-based employee recruitment practice with extensive screening steps. We will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.
We provide equal employment opportunities (EEO) to all associates and applicants for employment without regard to race, color, religious beliefs, age, sex (including pregnancy), sexual orientation, gender identity or expression (including transgender status), national origin, ancestry, status as a protected veteran or disabled veteran, physical or mental disability or history of disability, genetic information, marital status, or any and all other categories protected by under applicable Federal, state or local law.
This policy extends to all associates and to all aspects of the employment relationship. Any associate who violates this policy will be subject to disciplinary action up to and including termination
SEE how you can make a difference! Be part of an innovative company that cares about its associates and helps members enjoy the wonders of sight through healthy eyes and vision.
Versant Health provides vision care to 37 million members nationwide! To ensure your continued success we provide opportunities for advancement and development. Our associates remain engaged through a comprehensive compensation and benefits package which includes health and dental insurance, tuition reimbursements, 401(k) with company match, pet insurance and FREE vision insurance for you and your family
Scope and Purpose of Position:
Manage/retain/grow large key account business to achieve team and corporate goals through the development of strong multi layered client relationships. Continuously and effectively demonstrate Versant Health Value proposition. Serve as point of contact and SME to internal business partners for clients to determine needs and deliverables to support implementations, renewals and retention. Exhibit strong customer service focus to both our internal/external customers.
Essential Functions:
- May supervise the Senior Client Manager and Client Manager team to include selection, training and development, coaching, counseling and performance management
- Provide strategic leadership and solution based support to expand and maintain business relationships with existing Government Sponsored Health plans (i.e. Medicaid and/or Medicare), large, complex accounts encompassing $35,000,000 to $75,000,000 in revenue
- Demonstrates individual ownership and accountability in the development of client, consultant and broker relationships for client retention, client satisfaction and achieving corporate strategic goals relative to book of business
- Lead, coordinate implementation process with internal business partners for successful implementation of renewals and new sales. To include confirmation of benefits, rates, contract duration and network selection
- Partner with Implementation Coordinators to determine client operational requirements including enrollment process, eligibility transfers, billing, claims processing, customer service, performance commitments and reporting
- Determine client communication needs and expectations (i.e. pre/post enrollment materials, benefit/health fairs, staff training, etc.) including periodic meeting schedules to ensure optimal plan performance. Keep Management informed of status through implementation process reporting
- Lead collaboration on renewals with solution based recommendations for benefit changes and pricing with underwriting. Partner with underwriting for development of appropriate rates
- Lead with solution based recommendations, the executive contract review with legal and executive team on successful timely contract execution
- Reach out to multiple levels of management, tailoring the message accordingly for successful strategic client discussion to influence desired outcomes
- Gain understanding of client’s multifaceted needs and recommend appropriate products and benefit design accordingly
- Partner with Management to cultivate existing client, consultant and producer relationships to create new business opportunities for Sales and/or Client Management
- Actively support/participate in client meetings to add relative insight and expertise necessary to solve customer issues and/or plan to proactively meet and exceed client expectations, strong client loyalty and comprehension of Versant Health value proposition
- Review and confirm client receives all requested reports, satisfaction results and performance guarantees within the timeframe requested
- Make recommendations and independent decisions (as appropriate) to address escalated client issues and opportunities. Notify Team leader of potential growth opportunities as well as escalated client concerns, continued negative feedback or ‘red flags’ within assigned book of business
- Understand applicable internal systems and processes and their downstream impacts so as to appropriately direct client requests and set client expectations. Respond timely to inquiries from internal business partners
- Inform Senior Management of market and client trends that affect the personal and team’s book of business and develop strategies to address trends
- Communicate effectively, consistently and frequently with assigned client base. Continuously working to improve customer loyalty. Meet all assigned revenue, client retention and profitability goals
- Maintain relevant industry knowledge and current events to facilitate a trusted advisor relationship with client and consultants
- Preferred Bachelor's degree in related field or equivalent combination of experience and education
- Five(5) plus years of related experience
- Knowledge and experience in the insurance, health, or vision care industry
- Prior Account Management or Customer Service experience desirable
- Life/health insurance required within 6 months of hire
- Computer knowledge/skills needed
- Adaptability/Flexibility
- Analytical
- Business acumen
- Customer/Client service Focused
- Negotiation
- Prioritization/organization
- Results oriented
- Teamwork
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the associate is required to stand, use hands and fingers to handle, feel, pick or pinch, and talk or hear most of the time. The associate is occasionally required to stand, walk, and reach with hands and arms. The associate must frequently lift and/or move up to 20 pounds. The noise level in this location is moderate (use of computers, printers and machines). Ability and willingness to travel as required.
HIPAA & Security Requirements
All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.
We take pride in our recruiting process and follow a merit-based employee recruitment practice with extensive screening steps. We will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.
We provide equal employment opportunities (EEO) to all associates and applicants for employment without regard to race, color, religious beliefs, age, sex (including pregnancy), sexual orientation, gender identity or expression (including transgender status), national origin, ancestry, status as a protected veteran or disabled veteran, physical or mental disability or history of disability, genetic information, marital status, or any and all other categories protected by under applicable Federal, state or local law.
This policy extends to all associates and to all aspects of the employment relationship. Any associate who violates this policy will be subject to disciplinary action up to and including termination
