RedCard
  • 20-Apr-2017 to 31-Dec-2021 (CST)
  • Client Services
  • St. Louis, MO, USA
  • Full Time

Title: Large Market Account Manager

Department: Large Market

Reports to: Director of Large Market

Direct Reports: None

Interacts with: Customers, Prospects, Vendors, and Fellow RedCard Employees.

 

Summary of Position: 
The Large Market Account Manager serves as the primary point of contact for large market clients and their partner. This position will assist clients and our vendor partner with the successful processing of RedCard services including check and EOB printing, payment processing, implementing cost saving and innovative solutions, and implementing new business for existing clients. Must be able to analyze client issues and needs and manage low to high complexity requests and projects. Responsibilities for this position include day-to-day functions of account management, customer service, as well as providing technical support on client data, production facility, and connectivity issues. This role not only services the large market clients, it is also responsible for servicing our large market vendor partner and the two print facilities that support the large market clients.  This is a full service role that will be required to learn all aspects of the DOCS software that runs the facilities and troubleshoot live production issues, new enhancements, and unexpected production challenges that require immediate attention.

 

Duties & Responsibilities

  • Maintain a high level of customer service and satisfaction on all accounts by identifying barriers; provide resolutions and solutions through customer education and coordination with clients and internal resources.

  • Proactively manage, measure, and track customer support tickets to ensure their timely resolution and meet service level agreements with the vendor partner.

  • Resolve client issues or needs; evaluate and analyze output and data formats, while coordinating the efforts of client services, technical support, network operations, software development, sales and executive leadership.

  • Train client and vendor to perform self-service program administration.

  • Work as the client advocate to all RedCard departments by assisting clients, vendors, and partners in all aspects of their business with RedCard.

  • Be the responsible point person to support all change controls and related activities, ensuring all processes and project plans are designed, followed, and implemented in accordance with defined due dates.

  • Understand: healthcare enrollment claims communication, service level agreements (SLA), as well as data and how it translates to produce client materials.

  • Troubleshoot production problems and act as a liaison between production facility and RedCard IT.

    • This includes Disaster Recovery testing as well as on-call needs for any issues that may arise that prevent the client, vendor, or production facility from completing daily required tasks.

  • Understand clients' technical system, software, and current process for print and electronic communications or enrollment materials.

  • Analyze and define client custom reporting requirements.

  • Daily interaction with clients and partners to maintain excellent customer service, including daily participation of conference calls, set up and manage internal and external meetings, conduct demos, and run meetings via conference calls and Go to Meeting.

  • Keep Director informed of activities, alerting of any issues promptly.

  • Follows established HIPAA, Compliance & Security policies

  • Understand RedCard's product offerings and be able to explain them to the client, and be able to understand the basic application interdependencies and data interfaces.

  • Analyze and implement new business for existing clients.

 

Professional and Interpersonal Skills:

  • Client/Customer/Vendor/Partnership Focus Making customers, vendor partners and their needs a primary focus of one's actions; developing and sustaining productive customer relationships. Seeks to understand and educate customer/vendor. Builds collaborative relationships and takes action to meet their needs and concerns.

  • Communication Communicating accurately and effectively both in oral and written form. Practicing active listening. Clearly conveys information and ideas through a variety of media to individuals and groups in a manner that engages the audience and helps them understand the information.

  • Team Success Actively participates as a member of a team to move the team toward the completion of goals.

  • Problem Analysis & Solving Uses sound or logical judgment to spot and analyze problems, develop alternative solutions, and initiate action. Proactively detects complex problems then identifies, proposes, and implements solutions.

  • Initiative Taking prompt action to accomplish objectives; strives to achieve goals beyond what is required; taking a proactive approach to work. Responds quickly, takes action and goes beyond.

  • Planning and Organizing Establishes course of action for self and others to ensure work is completed efficiently. Able to prioritize, determine tasks, create schedules, utilize resources and stay focused.

  • Living the Vision and Values Keeping the company's vision and values at the forefront of decision-making and action.

 

Education and Experience:

  • High School diploma or equivalent GED required, BS or BA degree preferred
  • 2-3 years in Healthcare or Insurance Industry experience preferred
  • 2-3 years Customer Service experience required
  • Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, Internet and E-mail
  • Basic data skills including ability to use text editors
  • Understand and utilize web based applications for project management and client business to business applications

 

Physical Factors:

  • Sit at desk in meetings or stand in for long periods
  • Occasional travel required
  • Work long hours and flexible schedule when needed, including occasional weekends and rotating on call hours
  • Use standard office equipment
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