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Strategic Client Manager

Sapphire Digital

Sapphire Digital

Sales & Business Development
Multiple locations
Posted on Tuesday, March 26, 2024

Zelis is modernizing the healthcare financial experience for all. We make this happen by leveraging incredible technology built by healthcare experts, fostering partnerships that evolve with our clients and with a visibility that unlocks value. Zelis was founded on a belief there is a better way to technologically bridge the gaps in the healthcare financial system and aligns interests across payers, providers, and healthcare consumers. At Zelis, we price, pay and empower and partner with more than 700 payers, including the top-5 national health plans, Blues plans, regional health plans, TPAs and self-insured employers, 1.5 million providers and millions of members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and an integrated approach to transform healthcare.

SUMMARY:

The Strategic Client Manager (SCM) will serve as primary point of contact for Zelis clients for their assigned book of business. The SCM will manage a strategic book of business comprised of vertically aligned clients and will drive growth for Business Units by achieving annual revenue targets, ensuring client retention, fostering growth with additional products and services, and ensure Zelis is always meeting and/or exceeding client expectations while driving a superior OneZelis customer experience. The SCM will develop and maintain critical internal and external relationships to sustain and build upon Zelis’ value proposition and work collaboratively across the enterprise to achieve their clients goals and objectives.

RESPONSIBILITIES:

  • Owns the client relationship, including all short and long term strategies and key client relationships

  • Managing of Revenue inclusive of:

  • Budgets, forecasts, product utilization review for assigned book of business

  • Client Renewals & Retention; achieving or surpassing annual goals & objectives

  • Risk identification and mitigation strategies such as volume decreases, service gaps, changes in client relationships and key advocates. Escalates to key leadership partners and executes on risk mitigation strategies as agreed upon.

  • Drives revenue growth through existing product optimization; understands and communicates Zelis’ key differentiators, product strategy, product features and functionality and applicability to client

  • Partner with Sales to support Impact Analysis intake and delivery for existing solutions yielding opportunity to engage with clients to demonstrate additional value for new and/or expanded product utilization

  • Manages client fee requests/or considerations for existing products; collaborates within the business to provide OneZelis opportunities and solutions while understands the impact of dependencies across the business

  • Understands the regulatory environment and it’s impact to their clients. Proactively engages strategies to achieve value from the Zelis platform

  • Ensures high quality service delivery and client satisfaction; measurements will include NPS scores, timely escalation and resolution of issues as well as other internal measures such as:

  • Client Relationship Building – maximizing breadth and depth of relationships; Works closely with clients to intimately understand their business strategies, needs and challenges.

  • Serves as intake point for Client Audits & Compliance items to ensure seamless and timely responses

  • Client Reporting – delivery according to agreed upon intervals with the ability to provide performance synopsis as well as business insights demonstrating the Zelis value proposition

  • Serves as intake point for escalated Accounts Receivable and work towards timely resolution within the Zelis enterprise

  • Conducts and leads all Stewardships/QBRs to optimize value within client book

  • Securing client reference status and permission in support of key Zelis projects, case studies or other Zelis initiatives, as needed

  • Client case study selection

  • Manages existing contracts; manages initial SLA discussions; partner with leadership for finalization and execution

  • Supports Sales for cross-sell and up-sell initiatives; identify opportunities and funnel to Sales partners to incorporate into pipeline

  • Supports implementation; serve as liaison between the client and the business to ensure operational efficiencies during initiation and ramp

  • Documentation and ongoing tracking of key client plans, contacts and attributes all in Salesforce

SKILLS/BACKGROUND:

  • Bachelor’s degree in Business or Heath Care Administration or related.

  • 3+ years in client management role

  • Demonstrated success in revenue management and increased utilization within an assigned book of business specific to dental or property & casualty

  • Knowledgeable in the Payor and TPA space

  • Excellent written and verbal communication skills. Excellent presentation, public speaking, and meeting management capabilities. Ability to tailor messages to audiences

  • Proven collaboration with key business partners: Sales, Operations, Marketing

  • Ability to anticipate future trends and incorporate them into business review planning

  • Synthesizes complex issues and communicates clearly to both clients and internal stakeholders

  • Ability to communicate and interact formally and informally with Directors, VPs, and Senior Operational Executives; demonstrates Enterprise thinking with ability to influence; proven ability to influence across a matrix as well as with leadership

  • Experience leveraging data and reporting to accurately identify client and industry trends; able to synthesize data into compelling narratives

  • Demonstrates sense of urgency and ability to multi-task and prioritize

  • Strong listening and comprehension skills, ability to understand and address client concerns, feedback, and appropriately manage discussions with clients

Travel: estimated 30% domestic [internal and external meetings]; Location: Remote

ZELIS MAKES AN IMPACT: OUR CORE VALUES

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”

To create a culture of where we can all make an IMPACT, we also need to build a culture of recognition and gratitude

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.