Director, Client Business Management

Job ID: J104797
Company: HM Health Solutions Inc.
Location: Eagan, MN, United States
Full/Part Time: Full time
Job Type: Regular
Posted at: Jan 19, 2018

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Description

Based in Eagan, MN this job supports the client partner and the associated Profit - Loss (P-L) in a multi-year ITO / BPO health plan relationship.   The individual will partner closely with the customer executives across the health plan.  This job will act as a client and business manager to partner with the Customer and Client Partner to establish client plans, business plans, operational improvement plans, value realization and creation plans and drive business performance of the client team and/or client in meeting targets and managing the P-L and/or value creation, value realization and operational efficiencies. This job  also involves facilitating contracting, statements of work, change orders, and other contracting matters. This job will also be involved in helping to interface with and manage the overall financial management and program management and prepare the corresponding materials - presentations, workbooks, and supporting documents in support of the Client Partner and the Client Team. May represent the Client Partner in meetings and presentations, including executives, decision makers and key influencers. This job will be assigned specific targets based on areas of focus (i.e. P/L, contracting, financial, customer satisfaction, membership, etc.)  Individual is the onsite representative responsible for day to day client and business management for a $100M+ Commercial Client relationship.  This includes a variety of responsibilities and client interface relating to contracts and contract management, financials and financial manaegement, real estate/space management, client satisfaction and survey management.  This position acts as a second to the Vice President / Client Partner on all matters and is a natural succession candidate with the appropriate experience and performance.  

Manages to the terms and conditions of the in force contracts, SLAs, and agreements and facilitates  and negotiates new contract addendum, exhibits, statements of work, and change orders for a multi year ITO / BPO relationship.

Manages to and presents SLA performance to customer monthly.

Manages to the P/L, financial performance of the business and related value realization.  Manages the client interface and relationship for all financial related matters - invoicing, payment, reconciliation, print, passthru, and external vendors.  

Facilitates and ensures accurate monthly forecasting, invoicing, change order management, time and development tracking for all enhancements and strategic investments.  Leads monthly and quarterly internal and client facing reviews.  Ensures accurate membership forecasting.

Collaborates with Customer and facilitates quarterly customer satisfaction surveys and action plans.

Develops, oversees, and reviews all customer facing presentations, including monthly and quarterly reviews, solution proposals, and other customer facing documents.  Develops, oversees, and reviews internal monthly and quarterly reviews for overall business performance management in a balanced scorecard - operational, financial, customer satisfaction, value realization.

Key point of contact for all facilitates management, including demand forecasting and management and space management.  Coordinates with real estate and facilities to ensure adequate and proper space utilization for MN based employees.

Performs various business administration tasks and other duties as assigned or requested.

Education Requirement

Minimum - Bachelor's Degree in Business, Economics, Finance, Legal or related field

Preferred - Master's Degree

Required Minimum Experience:

  • 10+ years' within health plan, healthcare business, consulting, client management or sales/business operations role         
  • Contract  and SLA Management        
  • Presentation / Communication Management        
  • Healthcare Consulting, IT, or business Services  

Preferred Experience: 

  • Contracting and/or legal experience        
  • 5+ years in leadership capacity - direct / indirect        
  • Full P/L Management        

Knowledge, skills and abilities

  • Demonstrated, Strong Client and Relationship Management Skills  
  • Demonstrated, Strong Communication - oral and written        
  • Proven ability to manage large, complex, senior and c-suite client relationships for IT and business services for healthcare        
  • Superior presentation development and delivery skills        
  • Proven  ability to manage financial performance.        
  • Experience with client satisfaction management and metrics - net promoter, etc.        
  • Superior MS Office Profiency        
  • Salesforce.com and Sharepoint Profiency        

Referral Level Payout 4
 

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

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