Client Relations Manager Job Listing at WorkCare in Work From Home (Job ID 2561)

Description

Job Summary

The Client Relations Manager will be responsible for the management of the existing Medical Exams & Travel (ME&T) contracts for both clients and providers. This position will have the responsibility of developing and maintaining customer relationships, identifying service expansion within existing client base, and supporting revenue retention. Responsible for internal and external collaboration to resolve client concerns and improve the client experience.

This position will also be responsible for the performance and day-to-day activities of the Customer Success Managers.

Up to 15% travel.

• Review and reprice existing ME&T contracts for both clients and providers.
• Update operational platforms with new information.
• Prepare and submit updated contracts to the contracting team to prepare for client delivery.
• Meet with clients to present updated pricing.
• Facilitate client meetings to address client concerns and partner on new implementation process.
• Provide dynamic leadership that mentors, develops and guides Customer Success Managers to meet client needs
  • Provide performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement with feedback from management team.
  • Address disciplinary and/or performance problems according to company policy.  
  • Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
  • Identify appropriate training and other resources for staff to perform their job duties with efficiency.
• Manage multiple accounts (book of business around 10 million in revenue); develop positive working relationships with all external and internal clients.
• Drive client retention, renewals, upsells and client satisfaction.
• Partner with internal cross-functional teams to communicate customer goals and key performance metrics and to exceed those goals.
• Work closely with finance including but not limited to invoicing, pricing renewals and delay in payments.
• Focus on ensuring we maintain superior customer service levels, operational excellence, and strategic insight.
• Work closely with operations and the clinical team to determine root causes for customer success or failure and drive requirements for product, process enhancements and development where applicable.
• Leverage client relationships as needed for prospected references and marketing material.
• Organize account meetings, provide agendas and disseminate notes and action plans.
• Serve as an escalation point for issues that impact the client's success and mitigates risk.
• Implement new business including but not limited to client set-up and portal training.
• Provide monthly, annual and/or quarterly client reports.
• Perform additional duties and assume additional responsibilities as identified by the VP, ME&T for the efficient operation of WorkCare.

• Education and Experience
  • Bachelor's degree preferred or combination of education/training and equivalent years of directly related experience.
  • 5+ years of direct client/account management experience required.
  • Previous management experience.
  • Occupational health experience a plus.
• Skills and Competencies
  • Must be able to demonstrate the ability of maintaining privacy and confidentiality; critical thinking skills; make independent decisions in accordance with company policy and procedures; and take initiative on issues that arise daily.
  • Proven ability to work effectively in a team environment and on a team basis.
  • Extremely organized.
  • Able to manage multiple priorities.
  • Ability to recognize opportunities within customer base to grow business.
  • Ability to navigate through customer organizations to develop relationships within all levels of the customer's organization.
  • The ability to create and edit written materials; ability to communicate effectively to a variety of audiences; the skill in organizing resources and establishing priorities; the ability to gather data, compile information and prepare reports.
  • Strong verbal, written, presentation and interpersonal communication skills.
• Computer Skills
  • Must be competent in the Windows operating system environment, Adobe Professional, Microsoft Office Suite (Outlook, Word, Excel and PowerPoint) and learn other software as needed.
• Physical Demands
  • Requires sitting for long periods of time, working at a desk.
  • Some bending and stretching could be required.
  • Working under stress and use of computer/phone required.
  • Manual dexterity required for use of computer keyboard and mouse.
  • Requires visual work on a digital screen for long periods of time.
  • Occasionally may be required to stand, walk, stoop, kneel and/or crouch.
  • May occasionally lift and/or move up to 25 pounds.
• Work Environment
  • Mainly indoor, office environment conditions.
  • Work Environment must be free from background noise and distraction, noise level is acceptable, temperature is controlled.
  • At home set up must meet all Company IT, privacy, and safety requirements.

The salary for this position is $85,000-$105,000 per year. Compensation offered to the final candidate within this range depends on factors such as job-related knowledge, skills, experience, and qualifications.

Benefits for this position include paid time off; medical, dental, vision, and critical illness insurance; HSA, HRA, and FSA; life and disability insurance; EAP; 401K; legal and identity theft coverage; pet insurance and more. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other classification protected by applicable laws. WorkCare is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment.

WorkCare, Inc., is a U.S.-based occupational health, wellness and absence management company focused on improving quality of life for employees and enhancing business results for employers. Our mission is Protecting and Promoting Employee Health…from Hire to Retire. We believe Work Matters. Health Counts. Prevention Saves. 

We deliver integrated, total employee health solutions to employers in all types of industries in the U.S. and selected international locations. Our primary service lines include Medical Exams & Travel program management; 24/7 Incident Intervention telehealth triage; Onsite Services & Clinics (staffing/operations); Industrial Athlete Program (onsite and virtual), Consulting M.D.s, Wellness Solutions, and Absence Management Solutions.  We place a strong emphasis on occupational physician oversight, clinical quality, customer service excellence, and workforce well-being. Visit www.workcare.com to learn more.