Occupational Health Account Coordinator

The Occupational Health Account Coordinator (AC) will be a key member of the core client account team is responsible for overall satisfaction and retention of the employer services book of business. The AC will manage the day-to-day relationships with external client contacts within the enterprise and will troubleshoot and respond to a wide variety of client inquiries and requests, and act as a liaison between various departments within the organization to address client issues or concerns. The AC will have an offensive strategy for interpreting data trends, leading utilization efforts and intercepting potential service issues.

• Leads and assists where directed, sales related activities to include virtual and in-person client presentations, proposal development and follow-up.
• Accountable for new group implementations; including establishing and leading onboard and account update meetings for new and established clients.
• Understand requirements, standards, protocols, and processes for the range of committed services including substance abuse testing, compliance, work physicals, and worker’s compensation injury care.
• Experience with solution and value-based selling
• Responsible for pulling routine client reporting, meet deadlines on key deliverables, document actions items, and lead client meetings with the focus on driving client utilization and satisfaction.
• Participate in weekly meetings: Including creating standing agenda and tracking action items.
• Monitor’s Occupational Health e-mail account and process any request for services.
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) following federal and state laws and company policies
• Utilizes technology, tools, processes, and resources to anticipate and exceed client needs and expectations.
• Exceptional attention to detail; time management skills
• Identify internal Fast Pace Health stakeholders to include in customer meetings throughout the sales process.
• Responsible for learning the aspects of compliance in the company by completing all mandatory compliance training.
• Complete assigned tasks and projects according to appropriate timelines agreed upon with client and internal stakeholders.
• Proven ability to work in a fast-paced environment
• The ability to promote and maintain a respectful culture of employee, employer and business confidentiality.
• Ability to comply with Company standards of operations.
• Manages day to day client relationships through comprehensive knowledge all Occupational Health products that are offered to clients, including internal processes and regulatory requirements.
• Problem solving and decision making authority with clients in supporting all aspects of account management.
• Ability to adhere to the Core Values of the Company, of teamwork, communication, empowerment, quality of care, and friendliness.
• Outstanding customer service skills as well as the ability to deal with people in a manner that shows tact and professionalism
• Ability to work with cross-functional teams, possess strong interpersonal skills and influencing ability that can win the confidence of individuals at all levels.
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• The ability to maintain friendly, cordial relations with all clients and employees; maintain a positive work atmosphere by acting and communicating in a manner that results in a positive work relationship with customers, co-workers and managers.
• Knowledge of and ability to use word processing software, spreadsheet software, internet systems, Electronic Medical Record (EMR), eScreen and Customer Relationship Management (CRM) systems.
• Strategically evaluates and assesses customer and prospect needs through various activities conducted throughout the sales cycle
• Advise and guide potential clients during the contracting process for all Occupational Health products that are offered to clients, including internal processes and regulatory requirements.
• Excellent written and verbal communication.
• Ensures patient and customer satisfaction by working with Occupational Health and Operations teams to receive and act upon inquiries, suggestions, complaints and compliments from employees, patients, and employers.
• Identify and analyze trends in customer service/satisfaction and provide leadership in resolving negative trends.
• The ability to perform the physical, use of senses, cognitive, and environmental functions of the position, as specified on the physical demands.

Education:

Associates Degree in health or business-related field