Client Delivery to include serving as the Patient Services subject matter expert as it relates to new business opportunities; lead or participate in internal and external meetings to consult on solutions that will meet the needs of the client; understand our product and service offerings and be able to identify opportunities that align to a clients challenges; field client questions and requests; interpret client needs and develop appropriate action plans for implementation; engage with appropriate client contacts to provide proactive updates, address concerns, and explore program opportunities and provide internal advocacy for client.  

Team Management to include identifying staffing needs for new launches and working with Operations to ensure a smooth handoff from the Sales to Launch cycles; serve as the interface for cross functional activities; work with team management to design programs to maintain high motivation among team members; provides training and mentoring to team members and conducts career development discussions; Hold regular meetings with team and one-on-one meetings with direct reports; Provide coaching and guidance to leaders and partner with Human Resources in the resolution of associate relations issues.

Training and Mentoring to include translating organizational strategies into team goals; leading training sessions; mentoring direct reports and develop plans to facilitate growth and development for team members; help identify potential opportunities for team members; conduct quarterly talent review, coach and counsel team members. 

Financial Accountability work in coordination with senior leadership and Finance to include managing monthly budget and expenses; ensure solutions being sold for new clients are in line with profitability targets; may participate in budget development; apply key financial indicators (i. e., operating income, revenue, etc.) to help assess program financial performance.  

Quality and Compliance to include explaining to clients how we ensure and track quality and report on quality trending; understand and explain to clients how we monitor team member performance and adherence to policies & procedures.

Organizational leadership to include supporting company initiatives; exemplifying core values; accepting and effectively communicating decisions on company policies, plans and programs; ensuring open communication at all levels; and rewarding appropriate behavior. 

May collaborate across various groups (i.e. IT, PMO, NBD) on program projects, new service line implementations, database updates, UAT, etc. 

May require travel to attend client meetings, trainings, or to support team members across multiple offices.

Performs related duties as assigned.

General knowledge of reimbursement and patient assistance programs and database elements and functionality; operational policies and processes, particularly distribution processes/interfaces preferred 

Client management experience 

Strong verbal and written communications skills and demonstrated presentation skills 

Ability to lead and develop others 

Ability to collaborate and work across groups to make decisions and resolve issues 

Strong interpersonal skills 

Strong organizational skills; attention to detail 

Proficient in Microsoft Office (Excel, Outlook, Word, PowerPoint)  

The ability to manage multiple tasks along a parallel process 

General understanding of health care payer research, healthcare policy and payer landscape preferred 

Ability to resolve associate issues effectively and efficiently