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Client Account Manager

Department

Client Services

Reports to

Director of Client Services

Job Summary

The Client Account Manager is responsible for the cultivation, administration, and maintenance of client relationships; develops an in-depth knowledge of data products and services, including a fundamental knowledge of data management processes, tools, and structures, and of the underlying data itself; conducts basic quality assurance review processes and fulfills straightforward ad hoc analytic requests; identifies and leads internal process and product improvement initiatives; coordinates and prioritizes projects and deliverables; provides effective project management and excellent customer service for Onpoint's clients; and ensures quality assurance (QA) processes and standards are met in client deliverables.

Responsibilities

Project and client relationship management

  • Effectively carry out project management and other project-related responsibilities associated with data management and reporting systems development, implementation, and ongoing operations support; requires proactive project and program planning, timely and effective communication and appropriate documentation, and internal coordination and follow-through
  • Proactively identify and address customer needs, be continuously alert and responsive to changing customer business needs, and ensure effective integration with service delivery capabilities and priorities
  • Develop and manage to contracted scope of work within allowed resources, identifying and addressing the need for internal discussion and potential contract amendments
  • Provide on-site and/or telephone support (e.g., client inquiries, requests for ad hoc reporting assistance, miscellaneous research) and training to clients and data users
  • Manage and monitor client satisfaction, recommending appropriate strategies, tactics, and operational initiatives to continuously enhance client satisfaction

Data Quality

  • Analyze data and underlying systems to ensure the quality of Onpoint's data and analytic deliverables (requires use of QA processes and analytic tools)
  • Develop knowledge of data submission specifications, collection and release procedures, and/or regulations
  • Ensure effective management of the data collection process up to and including preparing the data for QA and extract to clients' data warehouses
  • Lead and/or support organization-wide process improvement initiatives

Product development and support

  • Help reinforce a culture of continuous improvement characterized by efficient work systems, effective documentation and training, and ongoing monitoring and improvement
  • Evaluate and test new releases of applications
  • Seek input from customers around product improvements and communicate internally
  • Assist the Director in coordinating the activities of the Client Services team

Business development

  • Assist in new business development, including cultivation of new work with existing clients, assisting with responses to RFPs, participation in regional and national meetings and initiatives, and other outreach efforts

Other

  • Understand the value that Onpoint places on maintaining the confidentiality and integrity of its corporate and customer data and meeting its applicable privacy and security compliance requirements
  • Ensure that Onpoint and customer data subject to privacy and security protections is accessed, handled, processed, transmitted, disclosed, and stored according to operational and IT policies and procedures
  • Immediately report any suspected or actual violation of privacy and security policies or unauthorized access or disclosure of Onpoint or customer data
  • Understand that compliance with all privacy and security policies, laws, and regulations is part of each employee's annual performance evaluation
  • Perform other duties as assigned

Qualifications

  • General healthcare business knowledge (required)
  • Experience and knowledge of healthcare claims data and processes, including standard transaction sets, coding methods, and processing (highly desirable)
  • Strong analytic skills with the necessary attention to detail (required)
  • A bachelor’s degree or higher plus two or more years in health data management and/or healthcare-related positions
  • Strong computer skills, preferably with knowledge of SQL, Microsoft Excel, and other data management tools
  • Excellent organization, time management, and project management skills, with a track record of consistent and effective follow-through (required)
  • Excellent written and verbal communication skills with demonstrated ability to work in a team-oriented culture (required)
  • Strong work ethic and commitment to excellence, including leading by example (required)
  • Ability to work independently (required)

Apply to Onpoint: Client Account Manager

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