Healthesystems

  • Northern California-Account Representative, Field

    Job Locations US-CA
    Posted Date 7 months ago(10/1/2018 3:53 PM)
    ID
    2018-2966
    Type
    Regular Full Time 40
    Category
    Account Management
  • Summary

    Must have prior experience in the workers' compensation industry-may consider other insurance or healthcare experience. Significant air or car travel within a specified region is required; often overnight. Incumbent must live in California to be considered for the role. Highly prefer incumbent to live within commutable distance of one of the following cities: Pleasanton, Fresno, Redding, Stockton, Eureka, Sacramento, Rohnert Park or Vacaville.

     

    Account management is responsible for the strategic planning and associated activities focused on maximizing relationships with clients. The purpose of the field account representative is to manage ongoing relationships within the local offices, as well as monitor service delivery to clients for one or more accounts. This role will have responsibility of developing relationships with stakeholders at assigned accounts including attending regional / local conferences to represent HES. The essential functions of a field account representative are to act as an outward-facing resource for assigned accounts and prospects (as needed), build relationships, provide on-site support, serve as the primary point of contact for day-to-day service delivery, conduct client training, represent the client internally, and coordinate with other departments to complete projects and address ongoing service needs.

     

     

    Key Responsibilities - To simplify complexities for each customer

    Maintenance

    • Provide on-site support and education for adjuster and case managers within the local offices. 
    • Escalate issues reported by adjusters and case managers to the appropriate departments. 
    • Handle vendor related issues escalated by Vendor Management, monitor client queues in Vertice to identity outstanding authorization requests, and timely escalation of issues to appropriate department to ensure all client requests are addressed and/or resolved. 
    • Monitors service levels and discusses with management including recommended opportunities for improving service levels, client satisfaction, and program utilization. 
    • Attend regional conferences to network and represent HES. 

    Reporting

    • Manage Control reports and notify customers of issues and updates to ensure processes are working as expected.

     

     Training

    • Create and maintain training schedules with local offices, with at least one visit per month per office. 
    • Assist with direct adjuster inquiries and provide verbal or written instructions to ensure the effective use of program applications. 

    Team

    • Include account manager in activities as defined in the Roles and Responsibility Matrix (RACI) in order to provide cross functional training and a comprehensive knowledge of client issues. 
    • Work with Sales leaders to identify and develop opportunities.

    Position Qualifications

     

    Qualifications/Education/Certifications:

    High school diploma or general education degree (GED) and two to four years related experience and/or training required.

     

    Knowledge, Skills and Abilities:

    • Significant air or car travel within a specified region is required; often overnight. Incumbent must live in California to be considered for the role. Highly prefer incumbent to live within commutable distance of one of the following cities: Pleasanton, Fresno, Redding, Stockton, Bakersfield, Monterey Park, Riverside, Santa Ana, Eureka, Sacramento, Rohnert Park or Vacaville.
    • Must have prior customer service experience, preferably within the workers’ compensation industry.
    • Highly prefer knowledge of DME, Home Health, Transportation/Translation and/or Physical Medicine.
    • Ability to edit/proofread documents for accuracy.
    • Ability to gather requirements and understand end-to-end process
    • Excellent communication skills (both written and verbal)
    • Effective time management skills
    • Basic knowledge/use of Microsoft Office software
    • Ability to develop a deep understanding and proficiency in HES tools, processes, functions procedures and state workers’ compensation rules and regulations.
    • Take initiative on client requests and department tasks.
    • Detail orientation with excellent follow up ability are a must.

    Physical Demands/Working Conditions:

    Duties are performed primarily in an office setting. Travel to attend meetings and visit locations throughout the country may be required. Operate computer and standard office equipment such as telephone, copier, and printer. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands. The employee is occasionally required to stand and walk.

    *** Job descriptions will be reviewed and are subject to changes of business necessity. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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