Clinical Account Executive

Job Summary
The Clinical Account Executive (CAE) is a strategic leadership role responsible for overseeing, managing, and retaining large, complex client relationships and driving long-term success for strategic and large market accounts. The CAE applies advanced clinical expertise and extensive healthcare operations knowledge to deliver exceptional client experiences, align business strategies with client objectives, and ensure high-value outcomes. This role requires independent judgment, strategic communication, and the ability to interpret complex clinical and financial data to influence multimillion-dollar client portfolios. The CAE provides direct clinical analysis of group-specific cost drivers and trends with actionable solutions, serves as an escalation path for client issues, and trains and oversees the Clinical Account Consultant (CAC) role.

Essential Functions

• The essential functions listed represent the major duties of this role, additional duties may be assigned. (5%)
• Client Support and Issue Resolution:
  
  Develop and maintain a thorough understanding of client's objectives for their benefits plan, as it relates to the clinical
  components of the plan.
  
  Maintain knowledge of the client's performance indicators that the clinical team will be responsible for and held accountable to.
  
  Recommend/model changes necessary to achieve objectives within the clinical teams.
  
  Responsible for daily evaluation of account reporting/needs and implement processes or staffing to support specific account
  requirements.
  
  Responsible for problem resolution with escalation to the Sr. Director as appropriate.
  
  Collaborate with clinical staff as an initial resource escalating to Account Management and POD when necessary.
  
  Respond to client inquiries within 24 business hours - acknowledge and build expectations for resolution and deliver on
  commitments.
  
  Understand what clinical programs each client has purchased and how that client wants to utilize the programs to address their
  specific areas of interest and focus.
  
  Leverage problem-solving skills and frameworks to develop solutions to client's business problems.
  
  Assist clients and internal teams in addressing escalated issues related to clinical areas. (40%)
• Management and oversight of Clinical Account Consultants:
  
  Performance Monitoring and Development
  - Conduct regular one-on-one meeting with CACs to review performance metrics, discuss client feedback, and identify areas for professional growth
  - Set measurable goals and provide actionable feedback to ensure CACs meet client satisfaction and organizational standards
  - Establish individualized development plans to support skill-building and career progression with the organization
  
  Training and Onboarding
  - Oversee the onboarding of new Clinical Account Managers, providing training on internal systems, reporting tools, client
  management best practices, and compliance requirements.
  - Develop and Deliver ongoing training programs to ensure CACs stay current with industry trends, new regulations and emerging
  client needs.
  
  Resource and Workload Management
  - Allocate client accounts and responsibilities among CACs to optimize workload distribution and ensure proper coverage
  - Monitor account assignments to balance workloads and ensure high-quality client service
  
  Strategic Insights and Reporting
  - Guide CACs in identifying trends withing small-to mid-market accounts, analyzing data and preparing actionable
  recommendations to improve client outcomes
  - Review and approve key client reports and presentations prepared by the CACs to ensure they meet organizational and client
  expectations.
  
  (25%)
• Data Analysis:
  
  Measure and monitor daily account metrics with appropriate interventions.
  
  Access and navigate various technical platforms and systems that are affiliated with the clinical division and client management:
  iiiPUT, clinical documentation platforms, various applications used by clients, through outside vendors.
  
  Validate, analyze, interpret client data to make effective cost, quality, and shared decision-making recommendations resulting in
  increased client satisfaction and retention.
  
  Conduct clinical analysis and provide input to customized evaluations which includes identification, interpretation, and
  communication of overall account performance against benchmarks and clinical trends, with account specific recommendations to