Who We Are

Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX and Revenue Generating strategy through excellence in delivery, unpinned by data-driven analytics and actionable insights. This combined with our seamless program execution enables us to demonstrate a deep understanding of our clients and their customers which we demonstrate through successfully acquiring, engaging and supporting their customers. Our world class sales team plays a pivotal role in ensuring we maintain and develop our position as highly respected Industry Leaders through innovation and thought leadership. We achieve this by acquiring highly desirable Clients and consistently exceeding their expectations. Using its unparalleled resources and award-winning talent in the areas of Sales Services, Customer Care, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.

Position Overview:

As a Healthcare Account Manager, Customer Care, you will provide strategic leadership and direction to our account teams and clients by understanding, communicating, and developing programs that help our clients grow their revenue through new member/patient acquisition, retention and growth strategies. The successful candidate will have a proven track record of achieving high client satisfaction, meeting & exceeding account performance goals, as well as motivating and leading top performing operations teams for Harte Hanks' healthcare clients.

Responsibilities:

Client Relationship Management

Strong understanding of the client's business, their context within the industry and competitive position and how Harte Hanks' work positively impacts their business
Understand clients' priorities and anticipate needs
Clarify value of work delivered to and for our clients
Manage expectations, inform client of program changes, and follow-up on action items

Account Management

Responsible for the building, leading and development and professional growth of a high-performing team
Organize team assignments and ensure proper resources to meet both the client and Harte Hanks' non-financial and financial expectations
Establish strategic plans and analytics, define clear KPIs and metrics, and initiate and manage projects to deliver on client needs with clear timelines, accountabilities, and measures of success
Lead client Outlook & Business Reviews with a deep understanding of the operations and client deliverables, including key insights and analysis
Design account / operational processes that deliver on efficiency and customer experience
Manage monthly billing procedures; communicate any budget variances to clients and close any gaps. Manage accounts receivable process for past due accounts

Operations Management

Interpret performance data and analytics and identify opportunities to drive continuous improvement across all key performance drivers
Conduct audits of controls and performance

Leadership

Create development plans and manage performance, as well as coach leaders within the organization
Establish and communicate clear vision, goals, and objectives
Inform senior leaders on concerns and performance issues requiring support
Design & implement programs to recognize, motivate, and engage associates
Grow and maintain an external presence and network

Who You Are:

Bachelor's degree or 3-5 years of healthcare operations, client service or account management experience in a contact center
Demonstrated success in operations and growing client engagement and revenue
Strong work ethic with a team player mentality
Ability to manage multiple projects in a fast-paced environment
Attitude and the aptitude to learn quickly

Solutions-oriented; always has solutions in mind when managing up
Located in one the following states: AR, FL, GA, IL, KS, NH, NJ, OH, TN, TX, PA, VA

Technical Skills

Strong organizational; project management; communication and presentation skills
Impeccable written and verbal communication skills
Proficient in Word, Excel, PowerPoint

Project Management Professional (PMP) certification (preferred)

Organizational and Leadership Skills

3-5 years of experience directly managing teams
Ability to understand and translate client objectives into organizational, team, and individual goals
Superior coaching and communication skills to lead direct reports and engage peers

Strong relationship building skills

What We Offer:

Remote position, some onsite client visits
Competitive salary
Great benefits, including medical and dental insurance, paid time off, 401K company match, and tuition reimbursement
Growth opportunities
Training and support
Join a global team with 100 years of experience and the flexibility of a start-up

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

Harte Hanks

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