23 Aug
Director, Client Excellence - AccessHope (Employer Groups & Health Plan Clients)
California, Irwindale 00000 Irwindale USA

Vacancy expired!

AccessHope is seeking a Director, Client Excellence, accountable for developing an account management function that delivers long-term, and highly satisfied relationships with employers, health plans, resellers and intermediary purchasers of AccessHope Cancer Support Services. Responsibilities include, but are not limited to: direct management of assigned, large relationships/accounts; attraction, retention and development of talent to manage and grow an assigned book of business; contribution toward the design and delivery of client reporting; and contribution toward the design, development and delivery of product and pricing strategies to support overall organizational growth. Join a thriving company that is changing the way cancer care is delivered for millions of patients around the country. Recently spun off from an internationally renowned research and treatment hospital, AccessHope understands that cancer doesn’t play by the rules, so we don’t either. We are an agile, disruptive brand that’s backed by a founding member of the National Cancer Center Network. Now, we’re joining forces with employers to bring state-of-the-art cancer expertise to their employees and give patients access to the latest developments in precision medicine, genetic risk assessment and clinical trials, regardless of where they live. The goal? To dramatically improve care, outcomes and value during cancer treatment. It’s a revolutionary new model – and we’re looking for revolutionary thinkers to join us. Role:

Owns assigned client relationships with employers, health plans, and other entities with direct contracts, collaborates across the organization to deliver contractual commitments, exceed client expectations, and expand profitable business relationships.

Analyzes and evaluates industry, market, and clients’ needs to contribute toward the strategic direction of product development and client reporting; and inform client-specific operational process (e.g. implementation, service delivery).

Supports creation and maintenance of audience-specific presentations, RFI/RFP responses, and participates in pre-sales events to effectively position new products and services to meet prospect, channel partner and client needs.

Directly, or indirectly via a managed team: develops and maintains client relationships, provides executive summary reports of utilization and outcomes to clients, identifies opportunities to improve customer service, and maintains high customer retention rates for contract renewals.

Engages in consistent, meaningful contact with clients to drive a rapport, deepen the relationship and ensure continued confidence in all the client’s objectives to achieve optimal outcomes.

Develops and oversees customer retention campaigns. Trains staff to recognize triggers based on customer behavior and proactively addresses client concerns to mitigate potential issues in service delivery.

Forecasts, tracks key account metrics, and actively engages with leadership on entire book of business related to progress and to identify potential issues that may impact business operations and revenues.

About City of Hope

City of Hope, an innovative biomedical research, treatment and educational institution with over 6,000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.

Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation’s 20 leading cancer centers that develops and institutes standards of care for cancer treatment.

Position Summary:

The Director, Client Excellence is accountable for developing an account management function that delivers long-term, profitable, and highly satisfied relationships with employers, health plans, resellers and intermediary purchasers of City of Hope Cancer Support Services. Responsibilities include, but are not limited to: direct management of assigned, large relationships/accounts; attraction, retention and development of talent to manage and grow an assigned book of business; contribution toward the design and delivery of client reporting; and contribution toward the design, development and delivery of product and pricing strategies to support overall organizational growth.

Key Responsibilities include:

Partners with the SVP, Growth in the development of best practice Standard Operating Procedures (SOP’S)

Owns assigned client relationships with employers, health plans, and other entities with direct contracts, collaborates across org. to deliver contractual commitments, exceed client expectations, and expand profitable business relationships.

Analyzes and evaluates industry, market, and clients’ needs to contribute toward the strategic direction of product development and client reporting; and inform client-specific operational process (e.g. implementation, service delivery).

Supports creation and maintenance of audience-specific presentations, RFI/RFP responses, and participates in pre-sales events to effectively position NewCo products and services to meet prospect, channel partner and client needs.

Directly, or indirectly via a managed team: develops and maintains client relationships, provides executive summary reports of utilization and outcomes to clients, identifies opportunities to improve customer service, and maintains high customer retention rates for contract renewals.

Engages in consistent, meaningful contact with clients to drive a rapport, deepen the relationship and ensure continued confidence in all the client’s objectives to achieve optimal outcomes.

Develops and oversees customer retention campaigns. Trains staff to recognize triggers based on customer behavior and proactively addresses client concerns to mitigate potential issues in service delivery.

Forecasts, tracks key account metrics, and actively engages with leadership on entire book of business related to progress and to identify potential issues that may impact business operations and revenues.

Follows established department policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, including adherence to the workplace Code of Conduct and Compliance Plan.

Practices a high level of integrity and honesty in maintaining confidentiality.

Performs other related duties as assigned or requested.

QualificationsYour background:

Bachelor’s degree in business, communications or health related field or equivalent experience may substitute for minimum education requirements.

A minimum of 7-10 years’ total leadership experience from a combination of the following: 1) a health care benefits consulting firm; 2) an employer-facing health care product/solution organization,3) health plan serving the large market commercial organizations.

Additional skills:

Master’s degree preferred.

Membership, active engagement, appointment to a board position with an employer-facing organization such as the National/Regional Business Group on Health, Council of Employee Benefits.

Commercial market health care benefits.

Ability to craft business solutions to complex business problems.

AccessHope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability. #LI-RA

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