Associate Account Manager

Summary

This position has ownership for managing the customer relationship once engaged by sales. Development and execution of a customer-specific strategic account plan including but not limited to driving system integration, Content Services and GHXcellence standards into new and existing customer environments. It requires leadership, project management and interpersonal skills as well as a solid understanding of application and infrastructure. Specific projects and team members may be assigned based on the needs of the client and supported businesses.

 

ResponsibilitiesDeveloping and driving successful execution of the complete Strategic Account Plan (operations, training, customer support) for a client or series of clients. Includes assessing and coordinating solutions for customer’s technical environment and business process opportunities, setting long and short-term objectives for trading partner connections that are reviewed on a regular basis (as dictated jointly by customer and member services).Ensuring on time execution of integration services, Content products/services, Trading Partner goals and GHXcellence standards for each customer. This includes appropriate submission of paperwork to the Member Operations team and effective communication/interaction with the Member Operations team including regularly scheduled meetings to review progress and the communication of customer needs to other GHX departments as necessary to hit the customer goals.Identify opportunities for up selling GHX products/services and the adoption of GHXcellence standards and integrate them into the Strategic plan. Work with sales counterparts to effectively up sell or facilitate the up sell of the product/service offerings.Project managing mainly small to medium size projects utilizing direct and indirect management techniques.Coordinating provider integration efforts with sales, integration services, content services technology, testing, training, supplier integration, member operations and customer service personnel.Supporting the Director of Member Services or designee in minimizing overall costs, increasing efficiencies, and maximizing the financial benefits attributable to successfully executing the provider integration strategies.Communicating with the supplier integration and member services organizations to align goals and drive results for GHX and the suppliers.Completing necessary documentation for the boarding and content process.Maintaining records and document trail of interactions with providers during integration to include: meeting minutes, action items and issue resolution, FAQ’s, database indicators, scorecards, etc. in accordance with established guidelines.Ensuring that the level of service provided by GHX meets or exceeds standards, in accordance with the established expectations with the suppliers. Effectively communicating and escalating shortcomings to management and working with counterparts to develop customer improvement plans to correct issues and ensure long-term customer satisfaction.Reporting to management on status of all integration, content and standards activities.Managing to and achieving the provider integration performance metrics to ensure successful provider integration goals are consistently met. Identifying and driving the execution of continuous improvement opportunities.Interacting effectively with all levels of GHX and Client employees.Influencing others in change efforts and drive system transitions to completion.Adhering to the member services and company-wide policies and procedures.

 

Minimum QualificationsBachelor’s degree in business or related discipline2-4 years experience in account management in healthcare preferred but not requiredExperience in one or more of the following applications, material management, purchasing, accounting, G/L, patient scheduling, fulfillment systems, sales force management is a plusStrong oral and written communications skills (PowerPoint, Word, etc.)Excellent presentation skillsExceptional people skills that allow the ability to work with cross-functional teams and personnel at varying levels of GHX and customer organizationsAbility to work without direct supervision35 - 50% plus travel required