Client Engagement Manager

The Client Onsite Engagement Manager is a Company employee fully dedicated to and located on site at the offices of Company customer, Client Company, in St Louis, Missouri.  The Engagement Manager serves as liaison and trusted advisor between Client Company Corporate, Client Company decentralized health plan stakeholders and Companies cross-functional internal teams to ensure the timely and successful delivery of Company services according to Client Company’s needs as defined in service agreements, statements of work and regulatory requirements and as amplified by ongoing interactions with Client Company.

Essential Duties and Responsibilities:

• Establish and maintain strong relationships with Client Company and individual health plan contacts at all levels
• Assist with planning activities and manage communication and projects as needed including plan rollouts and provider enrollment campaign execution 
• Track and monitor issues and inquiries from Client Company and/or the Plans and utilize to identify additional training opportunities and/or process improvements
• Prepare reports on Company performance / plan satisfaction 
• Serve as a key contributor to and participant in Quarterly Business Reviews chaired by the Strategic Account Executive
• Support provider enrollment campaign strategies and operations
• Serve as a liaison for Client Company individual health plan associates during new plan migrations to triage questions, conduct training, and facilitate the initiation of project activities
• Recommend, develop and submit policies and procedures to support the Client Company – Company relationship
• Deliver product demonstrations and other customer training activities
• Serve as subject matter expert on interactive processes between Client Company and provider customers to enhance Plan and Provider relationships
• In partnership with Client Company and the Plans, coordinate and execute training delivery including but not limited to the role that Company serves in the provider reimbursement processes, system functionality, provider experience, etc.
• Travel up to 50%, currently anticipated to be primarily travel to Company for training during the first 6 months and travel to Client Company health plans thereafter

Requirements

• A relentless focus on delivering results for the customer and Company and doing so as a trusted partner whose balance of initiative and tact builds a growing pool of Client Company stakeholders whose results and reputations have been improved by working with Company such that they see each “win” as a good reason to pursue more.  
• Humility.  Be the leader who owns any failures and gives credit to others for the wins.  Understanding root causes and addressing them is also important.
• Exceptional leadership skills proven effective in a highly matrixed environment with at times unclear and/or changing responsibilities and roles of stakeholders and/or contributors
• Experience earning the respect of customers, especially in the context of a highly successful, fast growing client, such that earning that respect is a prerequisite to gaining decisions and access to resources that help you deliver more results for the client
• Exceptional ability to creatively solve problems, particularly those related to creating functioning teams, maintaining resource commitments until projects are completed, knowing how to use escalation appropriately and resolving project challenges in a timely manner, particularly in an environment of extraordinarily client high workloads and competing objectives.
• Strong interpersonal skills
• Ability to work independently while effectively integrating the input of other experts as appropriate for non-routine requests
• Exceptional relationship-building skills, aptitude for fostering positive relationships
• Strong planning/organizational skills
• Excellent verbal and written communications skills
• Demonstrated ability to communicate, educate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Solid contextual understanding of health plan administrative process operations, with primary focus on provider payments, though good understanding of adjacent processes including provider engagement or claim adjudication would also be helpful
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Flexible, self-motivated and able to thrive in a fast-paced environment
• Excellent critical thinking, strategic thinking and problem-solving skills
• Assertiveness and diplomacy
• Emotional intelligence
• Proficient in all Microsoft Office programs including, but not limited to MS Word, MS Excel, MS Outlook, Power Point and Visio
• Experience with Salesforce and JIRA is strongly preferred
• Experience in Financial Services and/or Software as a Service a plus

Required Education and Experience:

• A Bachelor’s Degree from a four-year university is required
• Minimum of 15 years work experience 
• Minimum 5 years’ experience in Health Plan operations working as an account manager, engagement manager, relationship manager or similar role in consultative client service

We are an Equal Opportunity Employer. Employment is based upon your individual merit and qualifications. We don’t discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, physical or mental disability, marital status, protected veteran status or disability, genetic characteristic, or any other characteristic protected by applicable federal, state, or local law. We will also make all reasonable accommodations to meet our obligations under the Americans with Disabilities Act (ADA) and state disability laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability.

Trust. Confidence. Responsibility. Delectus, A New Kind of Agency guided by these three principles. With more than 25 years of collective experience in Talent Acquisition, Executive Search and Recruitment Solutions, we provide strategic solutions and take pride in our ability to create niche alternatives with productive partnerships that will support your specific needs. Delectus provides flexible recruiting and Recruitment Process Outsourcing solutions in various professional and skilled industries on a retained, direct-hire or project solutions basis. Our knowledgeable and experienced Retained Search Professionals understand both the demands of the current market and what it takes to meet those demands in a competitive and fast-moving workforce. Our goal is to save our clients time, identify the best talent available in the market and maintain a strategic pipeline of ongoing talent for your long-term needs.