Job Description

PROACTIVE MD is actively transforming the legacy on-site employer clinic industry through its next-generation Health and Wellness Primary Care Centers.  We are growing and looking to add to our team an innovative and forward-thinking CLIENT RELATIONS MANAGER.

The mission of the Client Relations Manager is to act as the employer’s trusted advisor, ensuring client satisfaction and retention.  This role will partner with the employer’s key stakeholders to provide strategy related to benefits design in partnership with the Primary Care Health Center, identify employer needs and opportunities, deliver solutions, report on Health Center performance, troubleshoot problem areas, as well as take ownership of patient satisfaction and experience.  The Client Relations Manager reports directly to the Director of Client Relations.  This position works closely with the Medical, Operations, and Patient Advocacy departments.

This high visibility position requires strong communication and organizational skills. The individual is responsible for facilitating on-going communication between clients and Company’s internal cross-functional teams. Must exhibit ability to communicate clearly and effectively and organize and ensure accuracy of complex information flow between numerous teams and individuals. Must be able to analyze and clearly communicate existing and proposed programs, policies, and services.

The individual will be accountable for company’s responsiveness to client’s needs and will serve as the primary liaison between Company and its clients. The individual will work with the executive team to develop recommendations for improvements in customer service systems, client relations and administration; assist in developing proposals and implementing new programs and services.

Salary: $60,000 - 70,000/year

PRIMARY RESPONSIBILITIES

CLIENT EXPERIENCE

• Acts as the primary client (employer) contact.  Develops and maintains a trusted advisor relationship with client and key stakeholders to enhance client experience and retention.
• Manages all communication between the client and the Health Center staff.
• Collaborates with multiple internal stakeholders and external vendor partners to ensure best in class client service, enhance client retention rates and offer client solutions delivered efficiently and effectively.  Examples of internal stakeholders include the clients Environmental Health & Safety team, Human Resource team, and Facilities team.  Examples of external vendors include clients Employee Assistance Programs, wellness vendors, benefits consultant, and voluntary benefits teams.
• Understands intimately and communicates clearly on the client’s health benefits plan.
• Offers expertise related to health benefits design and works to strategically align the employee health benefits with the services and programs offered in the Primary Care Health Center.
• Communicates clearly on immediate and time-sensitive matters impacting client benefits and services.  Committed to a 24-business hour turnaround on all client communication.
• Serves as a problem solver to proactively address and solve any and all opportunities related to the client, patient, and clinic operations team.
• Works alongside the Program Value team to understand and communicate opportunities, successes, and trends related to claims data.
• Reports to the client’s leadership on Health Center performance.  This includes Quarterly and Annual face to face meetings with the client to deliver performance reporting, offer strategic planning, and goal setting.
• Works in partnership with the client, office of medicine, patient advocate, and clinical operations to set quarterly objectives.  Tracks and reports objective status quarterly to the client.
• Conducts bi-weekly telephonic meetings with the key client contact(s) to discuss current events, short term planning, and troubleshoot problem areas.

PATIENT EXPERIENCE

• Through interaction with client’s key stakeholders as well as working in conjunction with the office of Program Value, identifies needs and opportunities within the client’s member population. Strategizes with Patient Advocate team and Clinic Operations team to develop programs and engagement strategies to accomplish employer goals.
• Collaborates with Patient Advocate team and Clinic Operations team to ensure the Service Standards are consistently delivered in the Health Center
• Works alongside Patient Advocate to develop and deploy member engagement strategies including employee events, outreach campaigns, and educational opportunities.
• Remains attentive to patient feedback.  Leads process to solve high severity requests, complex challenges or issue escalations relating to patients.
• Participates in and supports client sponsored, employee facing events.  Examples include family fun days, seasonal festivals, as well as open enrollment activities and meetings.
• Organize and deploy activities to collect patient feedback.  Examples include focus groups, patient roundtable discussion, and surveys.  Is responsible to collect the information from these activities and collaborate with patient advocate team, clinic operations team, and medicine team to address areas of opportunity.

SKILLS & QUALIFICATIONS

Required:

• 4+ years of experience working in healthcare setting or related field
• Undergraduate degree required; Master’s degree preferred
• Well versed in the concepts and principles of self-funded employer health benefits
• Ability to provide strategy and consultation related to employer health benefits
• Excellent written and oral communication skill
• Ability maintain working relationships with people from diverse backgrounds
• Ability to prioritize needs and plan work accordingly
• Knowledge of HIPPA confidentiality requirements

CORE COMPETENCIES

• Population Health
• Primary Care
• Communication Proficiency
• Customer/Client Focus
• Organizational Skills
• Learner
• Leadership
• Presentation Skills/Speaking in front of audiences
• Problem Solving/Analysis
• Creating & tracking plans

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