Senior Account Manager - Team Lead

The Senior Account Manager – Team Lead will be responsible for providing direct leadership to a team of Delivery Specialists and Support Specialists ensuring that the team meets client expectations by efficiently managing and delivering projects with quality and accuracy. The Senior Account Manager – Team Lead will have overall awareness and direct oversight to all assigned client / account programs, develop client relationships and ensure we are providing added-value and actionable insights. This position will ensure that clients are kept informed with regular project updates and overall account reviews, while addressing any pain points and delivery gaps/escalations.

The Senior Account Manager – Team Lead will also lead individual client projects focused on Regulatory and Off-Season CAHPS programs and be responsible for the set-up and ongoing maintenance for data collection and reporting, including survey design, building, and report/dashboard configuration on multiple platforms. This person is the liaison between the client, the Press Ganey account team, and other stakeholders throughout the project and is expected to meet client expectations accurately and consistently, while developing relationships and identifying ways to delight their client contacts with value added service.

Responsibilities include:

• Partner with Member Experience (MX) leaders to ensure overall client satisfaction by proactively leading the team in addressing needs and prioritizing work.
• Oversee timely and accurate client deliverables.
• Provide management oversight and a path of escalation for customer relationships and delivery oversight while support team members work through obstacles and deliverables.
• Provide on-going support and drive team engagement, development, and coaching of direct reports.
• Provide day-to-day leadership oversight to a team of Account Manager and Support Specialists.
• Support direct client work and quality check deliverables, as needed.
• Act as main point of contact for subset of large or strategic clients.
• Partner with client through pre-launch testing
• Manage project timelines (client facing and internal) to ensure on time survey launch, completion, and reporting
• Lead kick off calls at the start of project in order to appropriately set client expectations
• Track response rates, minimum number of respondents, and sampling to maximize data collection and achieve client’s goals
• Ability to identify risk and proactively solve problems
• Regulatory Only: Understand and become proficient in the Medicare CAHPS survey program which includes interpreting the CMS quality assurance guidelines and ensuring compliance.
• Client support and regular status reports.
• Provide support for service failures and service recovery
• Foster exceptional working relationships and communication with cross functional departments.
• Partner with Press Ganey consulting, advisory, and sales teams to support client needs and priorities; while ensuring we drive value and performance improvement.
• Partner with the MX leadership team to develop a strategic and tactical plan to achieve the desired annual performance metrics. Monitor and track.
• Responsible for cascading the department and corporate goals and holding direct reports accountable to those goals.

Requirements

• Minimum of 8-10 years of experience in healthcare with a focus on client or account management, project management and delivery and service models.
• Experience leading and managing productive and engaged support teams.
• Understanding of the unique challenges within Health Care, Health Plans and Member Experience Improvement.
• Understand and become proficient in the Medicare CAHPS® survey program which includes interpreting the CMS quality assurance guidelines and ensuring compliance.
• Excellent interpersonal, communications, listening, and presentations skills.
• Prior management experience desired, demonstrating solid leadership qualities and organizational skills.
• Ability to work in a fast-paced environment while prioritizing competing client and cross-functional demands.
• Obsession with relationship building and customer experience including risk identification and problem resolution.

Education

• Bachelor’s degree in a related field is required.