Account Manager

Position Summary

This position is responsible for managing new and existing client relations and driving engagement within the program. It requires a focus on project management of client customization and integration of services to ensure a successful program, relationship building throughout the life of the client, and client satisfaction.

• Overall responsibility for the account, works with sales, brokers, consultants, and internal team post implementation, for all new accounts. Fully understands and communicates client expectations and background to ensure success launch of the WellnessIQ programs.
• Participate in implementation kick off calls and ongoing project meetings with clients’ stakeholders. Post-launch, the Wellness Strategy Manager will prepare and coordinate formal presentations to clients, consultants, brokers, members and producers regarding product, plan design, member education, service results, and renewals. This requires traveling to client locations.
• Establish working relationship with client point-of-contact; develops and oversees the account service strategy, including regularly scheduled meetings as agreed upon by the client. Prepare agendas, minutes, deliverable tracking and other project documentation to communicate progress internally and externally.
• Organizes and oversee client site visits, screenings and health fairs as necessary.
• Take ownership for service issues on behalf of client point-of-contact, work with service partners to resolve problems. Communicates status of on-going service issues to the client point-of-contact in a timely manner.
• Work with Senior Wellness Strategy Manager and Wellness Strategy Team Leads to resolve client service issues.
• Responsible for preparing proposals for system enhancements that may arise outside of the initial implementation. Enhancements need to be proposed to a change forum, tracked and managed while keeping client informed of progress and expected timelines.
• Provide client point-of contact support on benefit design changes.
• Oversee client management reporting. Position, deliver and communicate client management data to client and Producer, including but not limited to Monthly Activity Reports, Quarterly Reports, Annual Reviews and financial performance guarantee.
• Work collaboratively with Wellness Strategy Team Lead, and Director of Customer Experience to develop and deliver engagement/strategy recommendations to clients.
• Communicate with VP of Operations regarding operational and platform related issues.
• Capitalize on all new revenue opportunities for existing clients by developing and executing a successful client management strategy. This should be coordinated with the Sales Consultant if needed.
• Deliver and manage client renewals to consultants, brokers, and client to ensure client management retention, profitability, revenue and satisfaction objectives that are consistent with company goals.
• Confidently runs a book of business post implementation through client growth phases, including short and long-term strategy
• Work in tandem with the Client Experience Manager to ensure project timelines are met and support is provided up to the highest standards for clients
• Assists client in building a business case for wellbeing as a business strategy.
• Follows current HIPAA/HITECH guidelines and procedures as described in the WellnessIQ’s Policy Manual.
• Maintains security of transmission or receipt of all emails, files, documents, reports, etc. relayed via computer, cell phones or other devices, that may contain PHI, as described in the WellnessIQ Policy Manual.
• Have an understanding of health insurance and related benefits.
• Ability to use individual creativity or professional background to enhance content available to clients and grow programs within WIQ.

• Customer Service experience required
• BA or BS College Degree preferred
• Insurance brokerage experience specifically in employee benefits preferred
• Health and Wellness or Hospitality experience preferred
• Account Management or Project Management experience preferred
• Any combination of education, experience, and training…