Director, Account Management - Healthcare Market
Location
New London, CT | United States
Job description
Director, Account Management – Healthcare Market
The Director, Account Management – Healthcare Market is responsible for leading a team of Strategic Account Executives and Account Managers with planning and direction, talent acquisition, and Employee Benefit Consultant (EBC) / client relationship development with the goal of improving account retention rates and achieving key performance indicator standards. The Director evaluates market changes to identify opportunities to improve Account Management service delivery model to employee benefit consultants and clients. Significant travel is required.
Essential Job Responsibilities Include:
- Execute the key strategic priorities within Account Management to deliver on key growth and retention initiatives.
- Maintain a retention rate of 94% on the existing book by effectively managing At Risk Clients and nurturing relationships with employee benefit consultants and clients
- Conduct meetings with employee benefit consulting firms and their clients to discuss BOB utilization, market updates, obstacles, and dynamics
- Establish department activity goals for service delivery measured through key performance indicators
- Evaluates team’s performance against the KPI’s and intervenes with management direction to assist account management team meet and exceed goals.
- Collaborate effectively with Operations to ensure clear alignment and ability to deliver a smooth onboarding process for new clients and existing client benefit changes
- Work collaboratively with Implementation to ensure a successful onboarding process while maintaining a survey score of 4% or better
- Drive adoption and incremental revenue with existing business (TPA, Hospital, Tribal) by promoting RxBenefits products. Increase CAP adoption by 5%.
- Attract, develop, engage, and retain a deep bench of high-performing employee and define new roles as needed to support the evolution.
- Build a 90% Top Performing team. Hire “A” players, develop “B” players, and exit “C” players. Assess current talent within function within 100 days to ensure there are A players operating in all key roles, making changes as needed. Attract and hire “A” players in any new SAE and AM roles
- Make tough people decisions where necessary and face conflict head-on in-order-to develop a best-in- class account management team. Retain strong performers during this process.
- Create a culture of accountability by outlining the roles and responsibilities of your team members. Establish role descriptions / scorecards with clearly documented outcomes for all direct reports and communicate.
- Meet with each of your direct reports weekly to review progress against goals and provide day-to-day feedback and coaching to maintain engagement & commitment and ensure achievement of key outcomes and support for professional growth.
- Work closely with Leadership Development and AM Operations to establish a sales force training plan focused on developing and reinforcing critical competencies.
- Be a seasoned, passionate, and highly engaged change agent. Cultivate and role-model aspirational performance-oriented culture.
- Effectively role model the commitment and behaviors needed to meet the Company’s aggressive growth and retention goals.
- Be exceptionally open and proactive in addressing problems as they arise; bring solutions, not just problems, to the leadership team, and present clear recommendations, ensuring “no surprises”.
- Actively engage and support interdepartmental key initiatives
- Possess the self-confidence to operate in a direct environment, speaking up and providing opinions grounded in logic (i.e. relishes productive debate), while remaining humble and taking direction well.
Required Skills / Experience:
- Bachelor’s Degree required; Master’s Degree preferred
- Minimum of 10 years of work experience preferred
- Minimum of 6 years of demonstrated proven progressive leadership experience in the PBM or healthcare related service industry
- Customer-facing leadership and account relationship strategy experience
- Knowledgeable in the pharmacy space and understanding of 340B program, pharmacy operations, pharmacy reimbursement and hospital systems
- Project management, planning and organizational skills
- Strategic thinking ability
- Highly collaborative team player
- Ability to adapt to a fast paced, dynamic environment
- Strong presence; trusted advisor
- Capable of interfacing well at all levels within a large organizations and client base
- Excellent presentation and communication skills
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