Job Description:
DescriptionRegular/Temporary: Regular
JOB SUMMARY
Responsible for directing client management activitiesfor Strategic Accounts nationwide including: providing all management direction and support for Client Executives to ensure service excellence for assigned Strategic Accounts, developing and ensuring adherence to the annual operating budget, serving as a coach and mentor to Client Executives, meeting with clients as necessary to establish relationships and resolve complex problems, and ensuring that clients understand the full range of Broadlane’s value proposition. ESSENTIAL JOB FUNCTIONS
Has overall responsibility for client management for Strategic Accounts nationwide. Oversees Client Executives responsible for: implementing new clients, developing and maintaining strong working relationships with client executives and other key individuals, driving compliance to Broadlane contracts, resolving problems, and delivering on Broadlane’s commitment to service excellence. Ensures client relationships exist at the highest levels of client organizations in order to expand the relationship through the introduction of the full range of Broadlane services. Develops an annual budget and work plan for Strategic Accounts and oversees development of individual Client Executives’ work plans for assigned clients; monitors and ensures adherence to operating budget. Ensures each new client implementation has a project plan in place prior to launch and monitors the progress and any issues associated with implementation; may become involved in resolving complex issues related to implementation. Ensures that each client-specific work plan is executed effectively and according to Broadlane standards and operating methodologies; that projected savings generated for each client are on track with Broadlane’s proforma, contractual requirements, and/or client expectations; that administrative fee collections are reconciled to maximize account revenue; and that major client communications are organized according to Broadlane and client standards. Oversees periodic reporting to client executives and others within the client organization via client business reviews (CBRs) and other means; participates in client meetings as appropriate. Leverages support from Broadlane infrastructure teams as required to support strategic account clients and works with Broadlane executives and other key individuals to allocate resources to projects and ensure the delivery of client-focused service Manages a professional client management team of Client Executives including team member selection, performance management, coaching, client assignment and oversight; ensures that each client team member is provided ongoing, relevant training and education regarding Broadlane’s programs, contracts, tools and job responsibilities. Responsible for the attainment of goals related to revenue, client retention, contract compliance, the selling of Broadlane services, client satisfaction, employee satisfaction and other performance metrics and key performance indicators that may be developed. Ensures that Broadlane’s client management services and processes are executed consistently and effectively across Strategic Accounts. Supports, as requested, the Sales team in the pursuit and acquisition of new Broadlane clients. Represents Broadlane at industry events, industry committees, and public speaking opportunities as requested. Requires 40-60% travel to client sites by commercial airliner and automobile. REQUIRED SKILLSManagerial: Ability to set clear strategic objectives for Strategic Accounts and objectives for each Client Executive Ability to read situations quickly, find common ground, and settle disputes equitably Ability to identify Client Executive strengths and opportunities for development, assist CEs with the development and execution of development plans, and deal effectively with performance issues Excellent communication skills to create a work climate that is challenging, motivating and empowering while adhering to Broadlane’s valuesTechnical/Functional: Strong understanding of healthcare provider supply chain operations; must also be a versatile learner who is open to change and challenges of unfamiliar tasks Knowledge of general health care industry issues and trends in order to be conversant with client executives and identify potential opportunities for new Broadlane services Ability to utilize rigorous logic and methods to solve difficult problems and make quality decisions in a timely manner Proficiency in Excel, Word and other Microsoft Office applications Relationship: Ability to deal comfortably with senior management and clients’ Board members, understand how they think, “talk their language” and craft approaches that are viewed as positive Appears approachable by easily putting others at ease and building rapport, exercising good listening skills and patience before making judgments Possesses both interpersonal and policy savvy, with demonstrated ability to effectively maneuver through complex political situations, diffuse high-tension situations, and relate well to individuals at all levels in the organization Ability to negotiate skillfully in tough situations, to approach conflict as opportunities, and to settle disputes assertively versus aggressively Communication: Ability to write and speak clearly and succinctly in a variety of communication settings to communicate the desired message Effective in a variety of formal presentation settings (one on one, small and large groups, with peers, etc.) Commands attention and can manage the group process during a presentationPlanning & Organizational: Ability to influence those not directly within span of control Ability to accurately scope out tasks and timeframes associated with completion, set objectives and goals, and prioritize and adjust work accordingly Ability to assign responsibility for tasks and decisions, monitor progress and design feedback loops to ensure completion Ability to anticipate future consequences and trends accurately to manage expectations and plan competitive strategies, to connect previously unrelated notions, and to create a vision; must be able to shift gears comfortably REQUIRED EXPERIENCE AND EDUCATION Bachelors degree in business or a related field or equivalent experience; completion of graduate program preferred Prior P&L responsibility At least 12 years of experience in a management role in an acute-care hospital setting or in healthcare-related businesses; experience in acute care healthcare settings preferred Prior supply chain management or client service (consulting) experience strongly preferred.
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