Job Description
Job Title: Account Manager Department: Account Management Reports To: Chief Operating Officer Location: Remote (with 20% travel required within the Colorado region) Job Summary The Account Manager plays a pivotal role as the primary liaison between clients and MediDrive, acting as a critical link to ensure exceptional service delivery and successful execution of contractual obligations. This role focuses on fostering client satisfaction, retention, and growth by proactively addressing client needs and delivering tailored solutions. Collaborating closely with internal teams, the Account Manager drives service excellence by resolving issues, identifying opportunities for improvement, and aligning efforts to achieve both client and business objectives. Essential Job Functions and Responsibilities Client Relationship Management Serve as the primary liaison between MediDrive and assigned clients, ensuring proactive communication and a strong partnership. Build and maintain long-term relationships with clients by understanding their needs, identifying client pain points and proactively recommending tailored solutions to improve satisfaction. Conduct regular check-ins with clients to gather feedback, address concerns, and discuss program performance. Performance Management Develop and track client-specific KPIs to measure success and identify improvement opportunities. Monitor and ensure adherence to key performance indicators (KPIs) and service level agreements (SLAs). Partner with clients and internal teams to develop and implement targeted action plans addressing underperforming metrics, ensuring continuous improvement and alignment with service level agreements (SLAs). Analyze client-specific performance data and collaborate with internal teams to implement process improvements. Provide clients with detailed performance reports, highlighting successes and areas for improvement. Issue Resolution Manage escalations and facilitate the resolution of client issues in a timely and effective manner. Coordinate with internal departments, including operations, technology, and provider relations, to resolve service delivery challenges. Ensure proper documentation of resolved issues to prevent recurrence. Program Support and Implementation Assist with the implementation of new client programs or changes to existing programs, ensuring a smooth transition and seamless operations. Collect client feedback during program rollouts for continuous improvement. Provide training and education to clients on MediDrive's technology platform and service offerings. Growth and Retention Identify and present opportunities for service enhancements, additional solutions, or contract expansion to clients. Conduct business reviews to explore opportunities for contract renewals or upselling additional services. Collaborate with the sales and business development teams to drive client retention and growth. Travel and On-Site Visits Travel up to 20% of the time to visit client locations, attend meetings, and support program implementation or troubleshooting service delivery. Reporting and Documentation Prepare and maintain accurate records of client interactions, meeting notes, and action items. Develop and deliver regular performance reports and client updates to the General Manager. Ensure client documentation complies with regulatory standards and internal protocols. Knowledge, Skills, and Abilities Client-Focused Approach Ability to build rapport, maintain trust, and provide exceptional service to clients. Strong problem-solving skills with a proactive and solutions-oriented mindset. Experience in managing client expectations in dynamic, high-pressure environments. Analytical Skills Ability to analyze data, identify trends, and use insights to inform decision-making. Proficiency in using analytics tools for creating performance dashboards or client reports. Strong attention to detail and the ability to prioritize tasks effectively. Communication and Interpersonal Skills Excellent verbal and written communication skills, with the ability to convey complex information clearly. Strong interpersonal skills and the ability to work collaboratively with cross-functional teams. Ability to lead client presentations or deliver training sessions to diverse audiences. Technical Proficiency Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM tools (e.g., Salesforce, HubSpot). Ability to quickly learn and utilize MediDrive’s technology platform and reporting tools. Industry Knowledge Familiarity with the NEMT or healthcare industry is preferred. Knowledge of Medicaid, Medicare, or other healthcare funding mechanisms relevant to NEMT services. Understanding of service delivery standards, compliance requirements, and operational processes. Education and Training Education: Bachelor's degree in Business Administration, Healthcare Management, Communications, or a related field is required. Experience: Minimum of 3-5 years of experience in account management, client services, or a similar role. Experience in the transportation, healthcare, or NEMT industry is a plus. Driving Requirements Must possess a valid driver’s license and have access to a reliable vehicle. Ability to travel up to 20% of the time, including on-site client visits and industry events. Benefits Competitive salary with performance-based incentives. Comprehensive health insurance coverage. Paid time off and holiday schedule. Opportunities for professional growth and development.