Account Manager

MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlusHealth has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

Resolves issues on behalf of Director of Account Management Services. Works with Provider Network Operations, Analytics & Reporting, and Claims Department to solve, provide data, and retrieve educational materials. Works in the field and at the office to support providers with resolution of issues as directed by the Director of Account Management Services. Measured by individual provider complaint resolution, satisfaction, timeliness of issue resolution, individual account growth/retention, and quality metrics performance.

• Develop trusted advisor relationships generating a strong business development pipeline that leads to growth targets geared towards revenue and enrollment goals.
• Conduct telephonic outreach related to organizational growth campaign initiatives in coordination with provider partners.
• Coordinate and provide comprehensive data reports to accounts and monitors key performance indicators clearly communicating progress to internal and external stakeholders.
• Collaborate with Director of Account Management Services in preparing C-suite level presentations for joint operating committees (JOC) to enhance provider engagement and growth opportunities.
• Demonstrate ability to communicate present and influence key stakeholders at all levels of an organization, including executive and C-level.
• Assist in enrollment and onboarding of accounts; conduct workshops, panel discussions, and present MetroPlusHealth products and benefits; lead efforts to systematically establish and build connections.
• Integrate consistent product/sales knowledge when communicating with accounts to understand needs; reaffirm continued value of MetroPlusHealth partnership, products, or services.
• Provide intensive and continuous care management across designated accounts.
• Collaborate with MetroPlusHealth quality and clinical departments to implement and monitor program protocols to achieve superior outcomes.
• Participate or lead in the development of new accounts to meet the specialized needs of Account Management Services.
• Build out and oversee communication strategies to share success metrics and best practices with Senior Director of Account Management Services.
• Work cross-functionally with other departments to address business partner needs.
• Attend monthly and quarterly meetings with assigned accounts to execute business goals and objectives.
• Collaborate with Director to develop retention strategies aimed at reducing plan-to-plan and partners provider group transfers recommending improvement opportunities.
• Provide data analysis using Excel and other operating systems to build strong relationships with internal and external partners, to ensure retention activities are coordinated and consistent and meet business objectives.
• Partner cross functionally with Regulatory and other department to understand program changes ensuring that the team understands the member and financial impact of the changes as it relates to partner provider groups and the organization.

• Bachelor's Degree from an accredited college or university
• 8 - 10 years in a provider network management and business development role centered around Value-Based Programs and Account Management.
• Advanced knowledge of Value-Based Programs, Provider Network Management by assigned account/provider type (IPAs, H+H, Larger Provider Groups, MLTC/MAP etc.), and healthcare products required.
• Strong verbal and written communication skills.
• General knowledge of medical loss ratio (MLR) strategies for improved financial outcomes
• Responsive, customer oriented, and fast-paced.
• Ability to work with diverse cultures and customers and assign different accounts with balanced judgment.
• Public speaking experience; experience managing accounts, maintaining client relationships, executing project plans, memorizing detailed products/services.
• Proficiency with Microsoft (Word/Excel/PowerPoint) required.
• Strategic thinking, time-management, presentation skills and problem-solving skills.

Professional Competencies

• Integrity and Trust
• Customer Focus
• Functional/Technical skills
• Written/Oral Communication
• Proficiency with Microsoft (Word/Excel/PowerPoint) required.
• Strategic thinking, time-management, presentation skills and problem-solving skills.