JOB SUMMARY:
The Account Manager retains and monitors existing Mako clients by assuring client satisfaction, improve communications between the laboratory, other departments and clients, identify and resolve problems, instill client loyalty and ensure delivery of the highest possible level of service to the client. The role will assist with client inquiries about testing and help to troubleshoot and resolve problems. He/She will help to develop resolution to improve processes between sales/account management and the laboratory, troubleshooting issues effectively, within a timely manner to satisfy the clients.
ESSENTIAL FUNCTIONS:
Overall deliver excellent, proactive customer service to all Mako clients.
Assist in retaining current business by routine client visits and quick responsiveness in addressing any client concerns or issues.
Client visits to be scheduled on a bi-weekly or monthly basis, dependent on revenue and complexity of the client’s needs. Accounts warranting bi-weekly visits are any accounts that maintain a monthly revenue of $15,000/mo. or greater. Legacy accounts and/or accounts over $15,000/mo revenue will receive an “appreciation lunch” from the account manager twice a year or as approved by management. Accounts considered in jeopardy and at risk of loss will also warrant an appreciation lunch at management’s discretion. All other accounts will require a routine monthly visit.
All communications and interactions pertaining to a client will be documented in real time in a CRM database (or via email until a CRM is made available).
Monitor and review all data analytics within the Mako Portal to ensure proper management of the client, included but not limited to review of increase/decrease in revenue, increase/decrease in draws/mo., phlebotomy hours, outstanding client bill revenue, billing corrections and clean claim submissions.
Ensure customers are addressing pre-processing errors or denial via the iLAB system or CIRs.
Obtain medical records or other items from the clients in regards to audits, denials or other sources of medical records or medical necessity requests.
Increase market share by making sure that all testing that can be performed by Mako is sent to Mako, without any leakage to competitors.
Implement company payor contracts successfully. Educate clients and PSRs on how to properly identify plans that need to be sent to Quest, LabCorp or specialized laboratories. Notify clients of any upcoming contractual changes that may impact patient’s lab services (I.e., new coding guidelines and/or new testing guidelines).
Follow up on open accounts receivable for client bill accounts.
Act as the contact person for all client concerns and as a liaison between the client and the communicator for problem resolution.
Identify and assist in resolving unsubstantiated ideas regarding payor contracts.
Educate clients on new test offerings and distribute marketing and patient education literature as needed.
Work with the phlebotomy managers regarding account issues, staffing, or other phlebotomy related issues that may be occurring in an account.
Assist in generating new business within the territory through referral leads and collaboration with the sales representative.
Attend prospective client meetings with the sales manager to answer inquiries and facilitate close of business.
Assist in training and on-boarding of new clients.
Perform all job responsibilities in alignment with the industry's best security practices and regulatory guidelines to protect the confidentiality, integrity, and availability of protected health information and other sensitive company data. Must be familiar with and abide by the Corporate Compliance Program and all Corporate policies, including the Privacy and Security policies.
Non-Essential Functions:
Work with other departments within Mako and subsidiaries
Nothing in the job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Other duties as assigned.
