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in Concord, CA

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About this job


With a reputation for flexibility, innovative services and outstanding customer service, we are seeking a professional, innovative, self motivated, dedicated individual to join as the VP of Customer Service/Account Management. The Vice President of Customer Service/Account Management will be dedicated to providing leadership to the company's Account Management team as well as managing relationships between the company and our clients. This position is critical to the department and overall organization in ensuring the expectations of the client are met and exceeded at all times.

Responsibilities:


Provide day-to-day oversight of the account management team with overall accountability for client satisfaction, retention and revenue

Provide direction and mentoring to the account management team to ensure the delivery of total quality customer service

Evaluate department performance and takes corrective action when necessary

Actively participating with the implementation of new customers

Ensure quality and accuracy of client information and service metrics

Organize, facilitate and prepare analysis for annual review and strategy planning sessions with the clients

Liaison between account management team and other company departments

Make presentations of New Business Proposals

Evaluate and make recommendations to senior management on client annual renewal rates

Represent company at existing and prospective client meetings

Effectively work with internal departments regarding reporting, implementations, account set-ups, etc.

Perform root cause analysis of client issues and develop result-oriented solutions

Create, implement and measure the success of a comprehensive marketing communications plan to support the marketing objectives of the company

Maintain professional relationship with outside vendors to ensure letters, SPD's and reporting are up-to-date and legally compliant.

Establish and ensure consistent company-wide use of corporate branding

Provide editorial direction, design, production and distribution of all of the company's publications and communication materials

Delivers revenue growth goals established in conjunction with senior management.

Upholds and exemplifies company values

Other duties as assigned


Minimum Requirements:


Bachelor degree in Marketing or related filed, higher education preferred.

5 -- 7 years of account management experience in health insurance or related field

2 -- 3 years of experience managing processes and employees in a team environment

A strong knowledge of self-insured plans and related regulations (ERISA, HIPAA)

Excellent communication, analytical and presentation skills

Proficient computer skills

Strong knowledge of Health Care Administration

Attention to detail and the ability to handle multiple projects at one time

Strong customer focus

Ability to travel to client site via car or air (must have access to reliable vehicle and maintain proper levels of insurance coverage). Up to 30% travel may be required

Must possess, or obtain within one year of assignment, a valid Life/Health Insurance license

Ability to pass pre-employment background and Department of Motor Vehicles check


CRITICAL SUCCESS FACTORS:
Success will require well-developed emotional and social competencies in these areas:


Self-Confidence -- Can diplomatically express views that may be unpopular. Decisive despite uncertainties.

Self-Control --Composed, positive, clear thinking and focused under pressure

Conscientiousness-- Organized and careful in work. Meets deadlines and commitments.

Innovation -- Open to new ideas, approaches and information.

Achievement Drive -- Constantly strives to improve upon standards of excellence

Commitment-- Makes sacrifices to meet goals. Believes in the group's core values

Initiative -- Pursues goals beyond what's required or expected of them

Optimism -- Persistent despite obstacles and setbacks. Expects success, not failure.

Understanding --Senses others feelings and perspectives, takes interest in their concerns.

Service Orientation -- Anticipate, recognize and meets customer needs. Offers help.

Influence -- Can effectively persuade others.

Communication -- Deals with difficult issues. Listens well. Seeks mutual understanding.

Conflict Management- Diplomatic, tactful, able to de-escalate tense situations.

Collaboration and Cooperation -- Shares plans, information and resources. Partners.


Staffmark is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, citizenship status, disability or veteran status.

Requirements

•Bachelor degree in Marketing or related filed, higher education preferred. •5 – 7 years of account management experience in health insurance or related field •2 – 3 years of experience managing processes and employees in a team environment •A strong knowledge of self-insured plans and related regulations (ERISA, HIPAA) •Excellent communication, analytical and presentation skills •Proficient computer skills •Strong knowledge of Health Care Administration •Attention to detail and the ability to handle multiple projects at one time •Strong customer focus •Ability to travel to client site via car or air (must have access to reliable vehicle and maintain proper levels of insurance coverage). Up to 30% travel may be required •Must possess, or obtain within one year of assignment, a valid Life/Health Insurance license •Ability to pass pre-employment background and Department of Motor Vehicles check