Account Manager - Health Contact Center

POSITION PURPOSE:

The Account Manager is responsible for all aspects of Health/Clinical client satisfaction for each assigned client including but not limited to key performance indicator attainment, timeliness and accuracy of all information and effective management of  Project/Change control.  In addition, the Account Manager is responsible for the development and execution of documented account plans to ensuring alignment of strategic objectives between Connextions and it?s clients, while identifying and capturing any and all growth/new business opportunities.

DUTIES AND RESPONSIBILITES:

Provides guidance and direction to the Operations team and support departments for the tactical attainment of assigned clients? overall satisfaction.

Develops, delivers and executes strategic and tactical account plans for assigned clients.

Develops and delivers of all client reviews (QBR?s).

Provides daily, weekly, monthly and program to date analysis of results to assigned clients and is responsible for making recommendations on program enhancements to appropriate client and Connextions leadership.

Works with Operations and all support departments to ensure attainment of all client key performance indicators and is responsible for all change control on assigned Health/clinical accounts.

KNOWLEDGE AND SKILLS:

This position requires an extremely perceptive person, who is capable of relating to individuals at all levels. As unique situations present themselves, the incumbent must be sensitive to corporate needs, employee goodwill, and the public image. Significant skills in conflict resolution and negotiation is required. 

EDUCATION AND WORK EXPERIENCE:

1. Bachelor's degree  preferred.  Equivalent experience may be considered.

2. At least (3) years of Senior level Contact Center Management Experience in a Health/Insurance/Hospital discipline.