Director,Client Management – Government/Medicare/medicaid

Manage/retain/grow large key account business to achieve team and corporate goals through the development of strong multi layered client relationships. Continuously and effectively demonstrate Versant Health Value proposition. Serve as point of contact and SME to internal business partners for clients to determine needs and deliverables to support implementations, renewals and retention. Exhibit strong customer service focus to both our internal/external customers.

May supervise the Senior Client Manager and Client Manager team to include selection, training and development, coaching, counseling and performance management

Provide strategic leadership and solution based support to expand and maintain business relationships with existing Government Sponsored Health plans (ie Medicaid and/or Medicare), large, complex accounts encompassing $35,000,000 to $75,000,000 in revenue

Demonstrates individual ownership and accountability in the development of client, consultant and broker relationships for client retention, client satisfaction and achieving corporate strategic goals relative to book of business

Lead, coordinate implementation process with internal business partners for successful implementation of renewals and new sales. To include confirmation of benefits, rates, contract duration and network selection

Partner with Implementation Coordinators to determine client operational requirements including enrollment process, eligibility transfers, billing, claims processing, customer service, performance commitments and reporting

Determine client communication needs and expectations (ie pre/post enrollment materials, benefit/health fInstitutes, staff training, etc.) including periodic meeting schedules to ensure optimal plan performance. Keep Management informed of status through implementation process reporting

Lead collaboration on renewals with solution based recommendations for benefit changes and pricing with underwriting. Partner with underwriting for development of appropriate rates

Lead with solution based recommendations, the executive contract review with legal and executive team on successful timely contract execution

Reach out to multiple levels of management, tailoring the message accordingly for successful strategic client discussion to influence desired oCompanyomes

Gain understanding of client’s multifaceted needs and recommend appropriate products and benefit design accordingly

Partner with Management to cultivate existing client, consultant and producer relationships to create new business opportunities for Sales and/or Client Management

Actively support/participate in client meetings to add relative insight and expertise necessary to solve customer issues and/or plan to proactively meet and exceed client expectations, strong client loyalty and comprehension of Versant Health value proposition

Review and confirm client receives all requested reports, satisfaction results and performance guarantees within the timeframe requested

Make recommendations and independent decisions (as appropriate) to address escalated client issues and opportunities. Notify Team leader of potential growth opportunities as well as escalated client concerns, continued negative feedback or red flags’ within assigned book of business

Understand applicable internal systems and processes and their downstream impacts so as to appropriately direct client requests and set client expectations. Respond timely to inquiries from internal business partners

Inform Senior Management of market and client trends that affect the personal and team’s book of business and develop strategies to address trends

Communicate effectively, consistently and frequently with assigned client base. Continuously working to improve customer loyalty. Meet all assigned revenue, client retention and profitability goals

Maintain relevant industry knowledge and current events to facilitate a trusted advisor relationship with client and consultants


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