Lead Account Manager

Technical/Core Responsibilities and Duties

• Set the section’s operational plans and ensure appropriate measures are taken to correct insufficient operating results.
• Oversee and manage client accounts and relationships to ensure their needs are met and the expectations are exceeded.
• Manage day-to-day account management activities of the HICs/HCPs account managers to ensure efficient customer services are provided, resolve issues and take corrective actions to prevent re-occurrence.
• Manage account managers' performance and initiate appropriate corrective actions when sub-standard performance or issues arise.
• Monitor account managers compliance with customer relations policies and procedures as well as other Sehati policies in dealing with the customers.
• Follow up on account managers to maintain all customers agreements signed, documented and safely kept.
• Build and maintain strong, long-lasting customer relationships with key accounts.
• Manage the development and maintenance of metrics and dashboards to monitor performance of HICs/HCPs accounts.
• Escalate high severity requests or issues as needed.
• Follow up on outstanding or delayed invoices and resolve any issues between the customer and Sehati
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• Implement strategies for client onboarding and retention.
• Review HICs or HCPs readiness assessment results for nphies adaption, and review recommendations made by onboarding team to amend or fine tune the onboarding plan to match the specific requirements of the HICs or the HCPs, to ensure proper adaption of nphies
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• Ensure all items within the customers’ onboarding checklist are implemented to ensure alignment with onboarding requirements.
• Advise the onboarding team on suitable change management activities and initiatives, to support HCPs and HICs adoption of nphies platform.
• Manage any amendments or customization of the master change management plans (e.g., training plan, change resistance plan, coaching plan, and communication plan) to suit the individual needs for each of the HICs and HCPs.
• Lead efforts and activities pertaining to change management implementation in relation to awareness, coaching, training and provisioning to support HCPs and HICs adaptation of nphies
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• Attend training program delivery by the onboarding team to ensure achievement of the specific goals set for each program with the overall purpose of equipping HCPs and HICs staff with required knowledge and skills to operate and use nphies
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• Lead the adaptation and implementing CCHI regulations, business and validation guidelines that will govern nphies transactions.
• Review communication plan developed for each HIC or HCP to ensure highest levels of awareness and buy-in.
• Ensure timely and effective implementation of the communication plan activities.
• Review all communication messages for the HICs and HCPs prior to their release to ensure the intended message is clear and in alignment with the overall communication and onboarding plans.
• Resolve any issues that might face the onboarding team during the implementation phase.
• Provide report on the onboarding progress for the clinical and financial services for all HCPs and HICs.
• Ensure the onboarding team are equipped with the required skills and tools to support successful onboarding of all designated entities.
• Take an active role in building, maintaining and strengthening strategic relationships with customers (HICs/HCPs).
• Monitor the process of certifying noncertified vendors.
• Assist in managing and responding to client business tickets promptly.
• Assist in supporting clients with new nphies releases.
• Participate in conducting market sessions, workshops and visits to engage with clients.
• Assist in adapting to CHI regulations and aligning them with client needs.
• Handle the preparation and dissemination of client communication messages.
• Participate in monitoring market trends to drive service adoption.
• Process and report account metrics to senior management.
• Assist in identifying and pursuing growth opportunities within existing accounts.
• Oversee and manage the collection processes to ensure timely and accurate collection of payments while maintaining positive client relationships.
• Collect payments from providers and follow up with clients to ensure timely payments.
• Respond to client inquiries regarding invoices and resolve any issues promptly.
• Monitor client payments, conduct sessions and visits, and escalate non-payments to CHI when necessary.

• Demonstrates effective supervision and managerial skills
• Ability to lead and work with teams
• Possess organization and planning skills
• Ability to identify problems, devise creative solutions, and overcome obstacles
• Ability to resolve conflicts
• Strong communication skills and ability to use positive language

• Bachelor’s degree in business administration or equivalent
• 6 years of experience in a similar field