Provider Account Manager

Job Summary:

The Account Manager is responsible for coordination, execution and relationship management of specific provider customer accounts and for ensuring consistency with company strategy, commitments and goals.

Duties:

  • Account Management
    • Serve as a primary point of contact with key provider accounts to develop and maintain customer rapport and ensure satisfaction as measured by end user surveys and other feedback
    • Develop and maintain a thorough understanding of Sandata services and products
    • Provide account leadership and direction; recommend and deploy solutions to improve customer performance
    • Ensure relevant documentation is complete, current and stored appropriately
    • Investigate and document in detail escalated customer inquiries and subsequent communications
    • Analyze overall portfolio performance on a regular basis, and develop methods to increase customer base and prevent turnover
    • Master and maintain vast knowledge of customers’ business
    • Develop and manage customer educational programs, including user-group meetings, webinars and newsletters
    • Collaborate with Sales, Implementation, Product/IT and Customer Care teams to enhance customer experience and overall satisfaction
    • Work in conjunction with VP of Account Management to develop and execute on strategic plans for provider accounts
    • Assists with identifying product expansion and maintenance opportunities
  • Relationship Management
    • Create and communicate provider customer relationship maps
    • Host regular status meetings with provider customers
  • Communication
    • Facilitate customer meetings effectively, serving as a product and market subject matter expert
    • Deliver engaging, informative and well-organized presentations
    • Resolve and/or escalate issues in a timely fashion
    • Participate in provider related meetings with the Sandata Sales, Implementation, Product/IT and Customer Care teams
  • Maintain a sound understanding of technology as it relates to healthcare software and services

o   Maintain awareness of new and emerging technologies and the potential application for provider accounts

Skills/Qualifications:

  • Bachelor’s degree required plus minimum of 3 years’ healthcare experience
  • Preferred healthcare billing experience and home health experience
  • Strong analytical and problem solving skills
  • Excellent communication and listening skills
  • Excellent presentation and conflict management skills
  • General understanding of healthcare related technology
  • General understanding of HIPAA standards for healthcare transactions
  • Fast learner with ability to multi-task
  • Willingness for limited travel; 20-30%.
  • Previous account management experience desired

Physical Requirements/Work Environment:

Daily activities of an administrative nature. Work is primarily sedentary.

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