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Job description
Position Summary
This position is responsible for managing new and existing client relations and driving engagement within the program. It requires a focus on project management of client customization and integration of services to ensure a successful program, relationship building throughout the life of the client, and client satisfaction.
Major Responsibilities
Overall responsibility for the account, works with sales, brokers, consultants, and internal team post implementation, for all new accounts. Fully understands and communicates client expectations and background to ensure success launch of the WellnessIQ programs.
Participate in implementation kick off calls and ongoing project meetings with clients’ stakeholders. Post-launch, the Wellness Strategy Manager will prepare and coordinate formal presentations to clients, consultants, brokers, members and producers regarding product, plan design, member education, service results, and renewals. This requires traveling to client locations.
Establish working relationship with client point-of-contact; develops and oversees the account service strategy, including regularly scheduled meetings as agreed upon by the client. Prepare agendas, minutes, deliverable tracking and other project documentation to communicate progress internally and externally.
Organizes and oversee client site visits, screenings and health fairs as necessary.
Take ownership for service issues on behalf of client point-of-contact, work with service partners to resolve problems. Communicates status of on-going service issues to the client point-of-contact in a timely manner.
Work with Senior Wellness Strategy Manager and Wellness Strategy Team Leads to resolve client service issues.
Responsible for preparing proposals for system enhancements that may arise outside of the initial implementation. Enhancements need to be proposed to a change forum, tracked and managed while keeping client informed of progress and expected timelines.
Provide client point-of contact support on benefit design changes.
Oversee client management reporting. Position, deliver and communicate client management data to client and Producer, including but not limited to Monthly Activity Reports, Quarterly Reports, Annual Reviews and financial performance guarantee.
Work collaboratively with Wellness Strategy Team Lead, and Director of Customer Experience to develop and deliver engagement/strategy recommendations to clients.
Communicate with VP of Operations regarding operational and platform related issues.
Capitalize on all new revenue opportunities for existing clients by developing and executing a successful client management strategy. This should be coordinated with the Sales Consultant if needed.
Deliver and manage client renewals to consultants, brokers, and client to ensure client management retention, profitability, revenue and satisfaction objectives that are consistent with company goals.
Confidently runs a book of business post implementation through client growth phases, including short and long-term strategy
Work in tandem with the Client Experience Manager to ensure project timelines are met and support is provided up to the highest standards for clients
Assists client in building a business case for wellbeing as a business strategy.
Follows current HIPAA/HITECH guidelines and procedures as described in the WellnessIQ’s Policy Manual.
Maintains security of transmission or receipt of all emails, files, documents, reports, etc. relayed via computer, cell phones or other devices, that may contain PHI, as described in the WellnessIQ Policy Manual.
Have an understanding of health insurance and related benefits.
Ability to use individual creativity or professional background to enhance content available to clients and grow programs within WIQ.
Job Requirements and Qualifications
Education and Experience
Customer Service experience required
BA or BS College Degree preferred
Insurance brokerage experience specifically in employee benefits preferred
Health and Wellness or Hospitality experience preferred
Account Management or Project Management experience preferred
Any combination of education, experience, and training that provides knowledge and abilities to perform the job will be considered
Special Skills Required
Excellent communication skills
Strong typing skills
Strong organization, communication and problem-solving skills
Strong analytical and data management
Ability to work both independently and in a collaborative manner in a rapidly changing environment
Ability to handle multiple priorities in a fast-paced work environment
Customer focused and responsive
Flexible regarding daily work assignments
Self-starter with the ability to achieve results independently as well as in a team environment
Highly motivated and energetic professional who enjoys working in an entrepreneurial, fast-growing environment
Excellent interpersonal and organization skills
Ability to respond professionally and accurately to requests received from a variety of clients
Ability to travel as needed
Computer Skills
To perform this job successfully, individual should have knowledge of Microsoft Word, Microsoft Excel spreadsheet, Microsoft Access, and Microsoft Power Point design software
Salesforce.com experience preferred
Supervisory Responsibilities
None
Certificates, Licenses, Registration
None
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to sit at a computer for long periods of time and use a telephone frequently
Standing, walking, talking, hearing, sitting, reaching
Lifting up to 25 lbs. occasionally; lifting up to 10 lbs. regularly
Working Conditions
Climate controlled open office environment
Travel to client offices and work location
More travel during periods of heavy activity, such as new client onboarding
NOTE:
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job
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Worksite address
independence, MO, 64053, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.