Health Advocate
Key Account Specialist
At a glance
Location: US-PA-Plymouth Meeting Map
Posted: 05/29/2021
Closing: 06/28/2021
Degree: 2 Year Degree
Type: Full-Time
Experience: At least 4 year(s)
Health Advocate
Job description

BASIC FUNCTION

Responsible for implementation, communication, and maintaining a strong client relationship with assigned mid-level clients ensuring internal resources are available to accommodate client installations, changes, and reporting requests; serve as the primary contact and liaison for the sales team and assigned mid-level clients to ensure smooth processing of client data uploads and installation into the core operations system; provide support to assigned mid-level accounts by responding to inquiries or resolving issues of concern, tracking resolutions of issues, and following up with other internal departments as necessary in a timely manner; identify and execute opportunities for up-sales with clients as applicable; as necessary attend client events to ensure personalized touch point opportunities

MAJOR JOB ACCOUNTABILITIES

Key Account Functions - Responsible for implementation, communication, and maintaining a strong client relationship with assigned mid-level clients ensuring internal resources are available to accommodate client installations, changes, and reporting requests while adhering to corporate and departmental policies and procedures

*Serve as the primary contact and liaison for the sales team and assigned mid-level clients to ensure smooth processing of client data uploads and installation into the core operations system

*Perform critical information gathering and interpretation of data concerning client specifications about products, structure, billing, and eligibility

*Act as a project facilitator between sales and the operations team and create and distribute implementation plans to ensure timely delivery of assigned client installation services

*Responsible for assisting new assigned mid-level clients in regards to their installation questions and on-going operational support needs

*Provide support to assigned mid-level accounts by responding to inquiries or resolving issues of concern, tracking resolutions of issues, and following up with other internal departments as necessary in a timely manner

*Escalate issues to internal teams as necessary in order to ensure problems and concerns are addressed in a timely manner and coordinate the efforts of the other teams and relay the information back to client

*Conduct proactive business reviews through analysis and interpretation of data and make recommendations to clients based on the findings of the review

*Identify and execute opportunities for up-sales with clients as applicable

*Ensure complete and accurate documentation of every client interaction in order to keep track of services being provided and provide internal teams a source to obtain information regarding client activities

*Respond to client requests through a variety of channels (e.g., phone, email, chat, etc.)

*As necessary attend client events to ensure personalized touch point opportunities

*As assigned, prepare basic operations reports and aggregate operational survey results for clients

Client Relationships - Establish an excellent working relationship with clients, continuously striving to improve the business relationship and level of overall service West is providing

* Proactively offer consultative advice to management, detailing how program may be enhanced

* Ensure the unique needs of the client are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the client's expectations

* Perform quality review of services provided

* Review trends and customer complaints to evaluate efficiency of work flow and current methods and procedures

* Identify trends indicating the need to revise existing methods and procedures

Problem Resolution - Proactively oversee the activities involved in quality resolution of problems related to area of responsibility

* Respond with a sense of urgency to problems escalated to employee's level

* Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

* Place the highest priority on providing quality service by ensuring the unique needs of internal/external customers are met

* Ensure quality resolution and thorough and accurate documentation of issues

* Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems

* Participate in creating, administering, and continuously updating procedures for resolution of all related issues

Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts

* Cooperate with team members to meet goals or complete tasks

* Provide quality customer service that exceeds customer expectations and improves level of service being provided

* Treat all internal/external customers, team members and department contacts with dignity/respect

* Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

Mental and Physical Requirements-

*This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers

*The nature of the work in this position is sedentary and the incumbent will be sitting most of the time

*Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day

*Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day

Related Duties as Assigned -

* The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents

* Consequently, job incumbents may be asked to perform other duties as required

* Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above

* Please contact your local Employee Relations representative to request a review of any such accommodations

MINIMUM QUALIFICATIONS

Applicant for this job will be expected to meet the following minimum qualifications.

Education

* High School Degree or GED required

* Associate’s degree from an accredited college or university with major course work in business administration, liberal arts, public health, healthcare management, or a related field preferred

Experience

* Minimum of 4 year’s customer facing, client service, sales, operations, benefit administration, project management, or account management experience required, preferably in a healthcare or call center based environment

*Minimum 1 year of experience utilizing a client relationship management tool (e.g. Salesforce.com) is required

*Minimum 1 year experience with database system and file transfers preferred

Other

*Intermediate knowledge of Microsoft Word, Excel, and Outlook required

*Based on program may need to be bilingual in English, Spanish, etc.

*Travel up to 10% may be required

Job requirements
  • BASIC FUNCTION

     

    Responsible for implementation, communication, and maintaining a strong client relationship with assigned mid-level clients ensuring internal resources are available to accommodate client installations, changes, and reporting requests; serve as the primary contact and liaison for the sales team and assigned mid-level clients to ensure smooth processing of client data uploads and installation into the core operations system; provide support to assigned mid-level accounts by responding to inquiries or resolving issues of concern, tracking resolutions of issues, and following up with other internal departments as necessary in a timely manner; identify and execute opportunities for up-sales with clients as applicable; as necessary attend client events to ensure personalized touch point opportunities 

    MAJOR JOB ACCOUNTABILITIES

     

    Key Account Functions- Responsible for implementation, communication, and maintaining a strong client relationship with assigned mid-level clients ensuring internal resources are available to accommodate client installations, changes, and reporting requests while adhering to corporate and departmental policies and procedures

    *Serve as the primary contact and liaison for the sales team and assigned mid-level clients to ensure smooth processing of client data uploads and installation into the core operations system

    *Perform critical information gathering and interpretation of data concerning client specifications about products, structure, billing, and eligibility

    *Act as a project facilitator between sales and the operations team and create and distribute implementation plans to ensure timely delivery of assigned client installation services

    *Responsible for assisting new assigned mid-level clients in regards to their installation questions and on-going operational support needs

    *Provide support to assigned mid-level accounts by responding to inquiries or resolving issues of concern, tracking resolutions of issues, and following up with other internal departments as necessary in a timely manner

    *Escalate issues to internal teams as necessary in order to ensure problems and concerns are addressed in a timely manner and coordinate the efforts of the other teams and relay the information back to client

    *Conduct proactive business reviews through analysis and interpretation of data and make recommendations to clients based on the findings of the review

    *Identify and execute opportunities for up-sales with clients as applicable

    *Ensure complete and accurate documentation of every client interaction in order to keep track of services being provided and provide internal teams a source to obtain information regarding client activities

    *Respond to client requests through a variety of channels (e.g., phone, email, chat, etc.)

    *As necessary attend client events to ensure personalized touch point opportunities

    *As assigned, prepare basic operations reports and aggregate operational survey results for clients

     

    Client Relationships- Establish an excellent working relationship with clients, continuously striving to improve the business relationship and level of overall service West is providing

    * Proactively offer consultative advice to management, detailing how program may be enhanced

    * Ensure the unique needs of the client are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the client's expectations

    * Perform quality review of services provided

    * Review trends and customer complaints to evaluate efficiency of work flow and current methods and procedures

    * Identify trends indicating the need to revise existing methods and procedures

    Problem Resolution - Proactively oversee the activities involved in quality resolution of problems related to area of responsibility

    * Respond with a sense of urgency to problems escalated to employee's level

    * Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

    * Place the highest priority on providing quality service by ensuring the unique needs of internal/external customers are met

    * Ensure quality resolution and thorough and accurate documentation of issues

    * Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems

    * Participate in creating, administering, and continuously updating procedures for resolution of all related issues

     

    Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts

    * Cooperate with team members to meet goals or complete tasks

    * Provide quality customer service that exceeds customer expectations and improves level of service being provided

    * Treat all internal/external customers, team members and department contacts with dignity/respect

    * Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

     

    Mental and Physical Requirements-

    *This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers 

    *The nature of the work in this position is sedentary and the incumbent will be sitting most of the time 

    *Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day 

    *Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day

     

    Related Duties as Assigned -

    * The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents

    * Consequently, job incumbents may be asked to perform other duties as required

    * Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above

    * Please contact your local Employee Relations representative to request a review of any such accommodations

     

    MINIMUM QUALIFICATIONS

    Applicant for this job will be expected to meet the following minimum qualifications.

    Education

    * High School Degree or GED required

    * Associate’s degree from an accredited college or university with major course work in business administration, liberal arts, public health, healthcare management, or a related field preferred

     

    Experience

    *Minimum of 4 year’s customer facing, client service, sales, operations, benefit administration, project management, or account management experience required, preferably in a healthcare or call center based environment

    *Minimum 1 year of experience utilizing a client relationship management tool (e.g. Salesforce.com) is required

    *Minimum 1 year experience with database system and file transfers preferred

    Other

    *Intermediate knowledge of Microsoft Word, Excel, and Outlook required

    *Based on program may need to be bilingual in English, Spanish, etc.

    *Travel up to 10% may be required

Key Account Specialist