Mgr, Client Success - HCS

Horizon BCBSNJ employees must live in New Jersey, New York, Pennsylvania, Connecticut or Delaware

Job Summary:

This position is accountable for developing a strategic approach to the delivery of WC and PIP network services by establishing relationships with key decision makers at HCS accounts with a focus on client engagement and retention that directly impacts HCS revenue. Charged with demonstrating the HCS value proposition to clients utilizing data analytics and creative presentations. Accountable for ensuring contract and regulatory compliance including attainment of all client service level agreements. Responsible for the successful implementation of new clients, taking a leadership role in coordinating company resources to achieve business objectives and ensure client satisfaction. Leads a team of account management and care coordination professionals to deliver excellent services to HCS clients through effective communication, prompt issue resolution, and data analysis to drive the effective use of the HCS PPO network and value-added service offerings to reduce medical costs.

• Leads the Account Management and Care Coordination teams to develop and implement workflows, data reporting and communication strategies to ensure delivery of the appropriate levels of service, client satisfaction, contract compliance, and develop, maintain a robust account management model.
• Effectively engages with key decision makers at HCS clients to ensure client satisfaction and retention.  Identifies and communicates opportunities and solutions for the client to achieve improved results that leads to increased revenue for HCS.
• Through client engagement, bring forward competitive market intelligence and collaborate with HCS Sales Executive to proactively identify emerging headwinds.
• Leads teams to deliver high-touch, value-added services, such as appointment scheduling, provider panel creation, and the provision of network information for care direction.
• Leads the implementation of new accounts including workflow design and development, communication strategy, collaboration with HCS management team to coordinate company resources, and documentation of all client specific requirements and service level agreements.
• Collaborates with peers and HCS Senior Leadership to ensure excellence in delivery of HCS services to achieve all client service level agreements to avoid or minimize performance penalty expense.
• Leads the Account Management team to review all revenue transactions, including timely adjustments to produce and certify monthly invoices for each client.
• Leads efforts to prepare and deliver client presentations and standard/adhoc client reporting that provide meaningful analytics, network utilization trends, recommendations for improvement, and opportunities for enhanced partnership with HCS.
• Leads efforts to respond to RFPs for new and existing business.
• Completes other assigned functions as requested by management.

Education/Experience

• Minimum High School diploma or GED

• Bachelor's degree preferred

• Requires a minimum of ten (10) years’ experience in the casualty or health insurance industry.

• Requires a minimum of five (5) years supervisory experience.

• Requires experience managing client contracts, including service level agreements.

• Advanced experience in account management and customer relations.

Additional Licensing, Certifications, Registrations

• Requires a valid driver’s license.

Knowledge

• Must be proficient in the use of personal computers and supporting software in a Windows based environment, including MS Office products (Word, Excel, PowerPoint, Outlook, Teams); should be knowledgeable in the use of intranet and internet applications.
• Requires knowledge of strategic planning and development.
• Advanced experience in account management and customer relations.

Skills and Abilities

• Requires ability to drive issue resolution across internal and external partnerships.
• Strong and effective communication skills, both verbal and written.
• Strong interpersonal and client relationship skills.
• Requires ability to lead and motivate personnel.
• Strong data analytics and presentation development skills.

Travel (If Applicable)

• Requires travel to client meetings. Some out-of-state travel to client offices may be required.

Salary Range:

$94,900 - $129,570

​This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to: education, experience, licensure, certifications, geographic location, and internal equity.  This range has been created in good faith based on information known to Horizon at the time of posting.  Compensation decisions are dependent on the circumstances of each case. Horizon also provides a comprehensive compensation and benefits package which includes:

• Comprehensive health benefits (Medical/Dental/Vision)

• Retirement Plans

• Generous PTO

• Incentive Plans

• Wellness Programs

• Paid Volunteer Time Off

• Tuition Reimbursement

Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law.  Horizon will consider reasonable accommodation requests as part of the recruiting and hiring process.