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Medica · 10 hours ago

Manager, Client Experience

Hopkins, MN

Full-time

Hybrid

Mid, Senior Level

$92K/yr - $138K/yr

5+ years exp

Medica is a nonprofit health plan serving communities across several states, dedicated to providing personalized health care experiences. The Manager, Client Experience is responsible for leading the Account Managers and Account Executives, focusing on service delivery, operational support, and retention strategies for clients and brokers.

Health CareMedical

No H1B

Responsibilities

Provides day-to-day management of Account Managers and Account Executives including performance management, individual development, career growth, and succession management. Includes daily leadership of staff, goal setting, coaching and development, and annual performance reviews

Provides routine assessments and coaching related to performance and regular feedback around team effectiveness, retention of business and service expectations. Facilitates annual employer satisfaction survey and ensures results are consistently favorable; applies market feedback to customized individual and team training needs

Accountable for building the team through employee selection, performance management and training. Directs the successful deployment of organizational plans with clients and brokers

Coordinates all aspects of training including partnering with operations, product, and shared services teams to ensure the staff is up to date on Medica products, processes and tools

Leads and participates in cross functional work groups to implement organizational initiatives impacting commercial business

Identifies and provides prioritization of both Client Support and Medica wide process improvement activities including implementation of compliance initiatives and directives

Leads in resolution of escalated client issues

Partners with Sales and Operations to address exceptions and customized requests to determine viability, effort, risks, costs and impact. Coordinates with product administration, sales operations, and account teams to achieve retention objectives

Provides market (employer and broker) input to product management for new product development, including benefit enhancements, service area expansion, network development, and communication materials

Establishes and maintains relationships with key broker partners and clients

Represents Medica externally by attending broker and client activities including business events, conferences, training sessions, and other events

Partners and builds relationships with other internal and operational departments to coordinate efforts and enhance synergies to improve the customer experience

Qualification

Process improvementClient managementLeadership experienceOperational mindsetInterpersonal skillsDecision-making abilityTeam developmentResults focusedEffective collaboratorIndustry knowledge