Who We AreHarte 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.