Senior Employee Relations Manager
Thermo Fisher Scientific
Associate Account Manager
ExactCare
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Act as a first-line contact to clients and assist in answering questions and/or triaging concerns to increase client satisfaction and retention.
- Assist with implementation and on-site support for clients within region, as directed (pre- and post- implementation) to assist with smooth client onboarding and ongoing support.
- Develop, support, and strengthen client relationships; Address concerns and establish strategies for improving operations in various areas.
- Coordinate with internal teams to find and/or suggest solutions for client concerns or requests, or to improve service offerings.
- Present clients’ service-line related data Training Conduct monthly orientation calls, demonstrations of new products, or educational opportunities where necessary.
- Coordinate virtual and on-site educational sessions for clinical staff members on Operations.
- Perform EireneRx™ remote training for PACE Staff when needed.
- Illustrate market leading features and benefits of PACE Pharmacy Services.
- Support surveys and clinical research team (client satisfaction, market research surveys) and respond to data/feedback for specified regions as needed.
- Maintain and document client updates in CRM systems (i.e. approvals, contract requirements, customized requests, visits, education, training, phone calls, e-mails, etc.)
- Maintain current records of Agency Agreements.
- Implementation of new initiatives (e.g., system updates, EPCS, New Reports, Report Portal, Technology).
- Coordinate the submission of regulatory reporting to appropriate management and/or governing agencies to ensure critical deadlines are met.
- Assist in the reconciliation of data/data entry, as needed, for reporting and submissions.
- Perform risk assessments/quality reporting, and monthly reporting, as directed.
- Ensure regulatory compliance between TRHC, clients and agencies; and track updates/changes for incorporation into policies and procedures.
- Ensures that HIPAA guidelines are followed in every communication with clients.
- Stay current on PACE/MTM/plan and benefit structures/Medicare Part D guidelines, as applicable.
Requirements
- Associate’s degree
- 2 years’ experience in customer service, sales and/or account management
- 2 years’ work experience in PACE, Pharmacy and/or Healthcare experience
- Proficient knowledge of CMS guidelines, PACE program requirements and general program workflow
- Ability to solve problems under pressure by making immediate decisions while on the phone/in-person
- Excellent written and verbal communication skills, and professionalism
- Strong presentation and facilitation skills
- Strong computer skills including using Word processors, spreadsheets, and database software
- Ability to manage multiple priorities and work independently
Benefits
- medical/dental/vision
- flexible spending
- company-paid life insurance
- short-term disability
- voluntary benefits
- 401(k)
- Paid Time Off
- paid holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data entryrisk assessmentsquality reportingregulatory reportingclient onboardingclient supportproblem solvingpresentation skillsfacilitation skillsCRM systems
Soft skills
customer servicesalesaccount managementcommunication skillsprofessionalismability to manage multiple prioritiesindependent workclient relationship managementteam coordinationeducational training
Certifications
Associate’s degree
