PURPOSE

The National Account Manager will be the primary point of contact for clients, acting as a valuable resource for their managed care and claims teams, This role is crucial in managing client program needs, ensuring program performance and outcomes are effectively delivered. The National Account Manager role is responsible for delivering ongoing reporting and analytics promoting program improvement opportunities. Conducting annual stewardships to clients which will comprehensively reflect overall program performance.

RESPONSIBILITIES AND DUTIES

• Serve as the lead point of contact for all customer account management matters.
• Provide direct support and assist with key client managed care and claims teams.
• Act as the client’s representative to ensure that their demands are met with a focus on improving the customer experience.
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.
• Provide training to new and existing client staff, as needed.
• Collaborate and contribute to projects associated with clients, including but not limited to management of internal and external communications, stewardship presentations, and other customer maintenance tasks.
• Collaborate with the reporting and analytics team to develop and maintain internal and external reporting metrics.
• Collaborate with clients to establish goals, track client performance in comparison with those goals, and identify overall trends.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Increase industry knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Responsible for working with the Sales and Implementation teams to onboard and integrate new clients

QUALIFICATIONS

• BA/BS degree in a relevant field
• Minimum five (5) years’ experience in workers’ compensation or auto injury medical bill review or claims adjusting.
• Experience in delivering client-focused solutions based on customer needs.
• Excellent verbal and written communication skills to communicate with and present to clients and internal stakeholders.
• Strong customer service and interpersonal skills for dealing with different types of customers and clients.
• Exceptional analytical skills for analyzing client data.
• Solid experience with CRM software and MS Office (particularly Excel and PowerPoint)
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
• Self-motivated and able to thrive in a results-driven environment.
• Critical thinking and problem-solving skills.

*The Responsibilities and Duties of this position may be modified from time to time at the discretion of the Executive team.