Director of Customer Success - San Francisco, United States - Concentra

Concentra
Concentra
Verified Company
San Francisco, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Overview:

Concentra is recognized as the nation's leading occupational health care company.


With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America's workforce, one patient at a time.

With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.


The Director of Customer Success is responsible for the account retention, growth, and strategy for their assigned book of Onsite clients.

They are the designated primary contact for these clients as well as creating collaborative relationships with the local Concentra Operations, Medical, and Therapy leadership.

The director will also work with local market sales leaders to align strategic partnerships for Key Account Managers, Strategic Account Managers, and Payer accounts.


Responsibilities:


  • Maintain a high level of engagement with assigned book of business to ensure employer satisfaction and that we are meeting outlined program expectations.
  • Retain and create incremental revenue growth with current onsite program customers.
  • Develop organizational strategy and growth plan for each managed account, which could include other onsite/episodic services or center services.
  • Develop and customize quarterly Stewardship Reports and lead the customer presentations.
  • Develop and identify meaningful outcome reports for clients to ensure program results and outcomes are communicated effectively and efficiently.
  • Serve as the primary account manager for all assigned accounts.
  • Maintain ongoing communication with Concentra regional and director leadership teams, central business offices and other corporate support groups as indicated, for client issues, reporting, requests for proposal, presentations, and meetings, billing review, etc.
  • Constructively challenge current practices, identify trends affecting the business, and articulate implications to the client and onsite leadership teams.
  • Develop project plans for piloting and implementing process improvements that ensures program success, retention, and increased business opportunities.
  • Develop and manage clientspecific vendor relationships as necessary for efficient service/program delivery.
  • Identify, develop, implement, and support new onsiterelated procedures, workflows, and processes for all assigned onsite health care services.
  • Ensure the security and confidentiality of employee health information and medical records in accordance with local/state/federal/company regulations.
  • Responsible for contract negotiations of assigned book of business.
  • Work with various Concentra Sales channels who share new sales opportunities, under the guidance of the VP of Onsite Sales.


This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.


Qualifications:
Education/Credentials


Education Level:

  • Bachelor's Degree
  • Advanced degree in public health, healthcare administration or business preferred.
  • Degree must be from an accredited college or university.
  • Education Details: In lieu of undergraduate degree, the ratio is 1:1 meaning one year of college equals one year of work experience and vice versa
Job-Related Experience

Customarily has at least the following experience:

  • 4 or more years of onsite account management or sales experience
  • 8 or more years of general health care account management experience
Job-Related Skills/Competencies

  • Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
  • Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
  • Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
  • The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
  • A thorough knowledge of onsite and occupational industry trends and developments
  • A thorough knowledge of Concentra's Onsite philosophy and services
  • A thorough knowledge of Concentra's business processes
  • Demonstrated sales and account management skills
  • The ability to span boundaries and develop relationships across internal and external organizations
  • The ability to navigate cross disciplinary teams across internal and external teams to bring two organizations to an optimal partnership
  • Ability to thrive in a highpaced, extremely energetic environment driven by selfmotivation and selfinitiative
  • Ability to convert strategic goals and objectives into plans and programs
  • Ability to multitask and succeed in a deadlinedriven environment
  • Ability to
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