Director, Client Management_CM

Director, Client Management


Director, Client Management
Who are we?
Versant Health is one of the nation’s leading administrators of managed vision care, serving millions of our clients’ members nationwide. We are driven by our mission to help members enjoy the wonders of sight through healthy eyes and vision.
As a Versant Health associate, you can enjoy a comprehensive Total Rewards package, which includes health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, no-cost-to-you vision insurance for you and your qualified dependents. We are also invested in your success. There are many opportunities for advancement and development throughout all stages of your career with us.
See how you can make a difference with the support of strong leadership and a team environment.
See Everything, Be Anything™.

What are we looking for?
The Director of Client Management manages/retains/grows large key account business to achieve team and corporate goals through the development of strong multi layered client relationships, strategy planning and leadership. Continuously and effectively demonstrate Versant Health Value proposition. Serve as point of contact and SME to internal business partners for clients to determine needs and deliverables to support implementations, renewals, cross/upsell and retention. Exhibit strong customer service focus to both our internal/external customers.
Where you will have an impact
• Supervise the Senior Client Manager and Client Manager team to include selection, training and development, coaching, counseling and performance management
• Provide strategic leadership and solution-based support to expand and maintain business relationships with existing National, large, complex health plan(s), TPAs and ancillary carrier accounts as assigned
• Demonstrates individual ownership and accountability in the development of clients, consultant and delegated vendor partner relationships for client retention, client growth plan, client satisfaction and achieving corporate strategic goals relative to book of business
• Implementation
o Lead, coordinate implementation process with internal business partners for successful implementation of renewals and new sales. To include confirmation of benefits, rates, contract duration and/or network selection
o Partner with Implementation Coordinators to determine client operational requirements including enrollment process, eligibility transfers, billing, claims processing, customer service, performance commitments and reporting
o Develop strategy for renewals with solution-based recommendations for benefit changes and pricing with underwriting. Partner with underwriting for development of appropriate rates. Ensure all legal related renewal items are addressed
o Establish and implement action plans to meet client in group retention goals
o Establish strategy for client enrollment and re-enrollment needs to influence growth.
• Determine client communication needs and expectations (i.e. pre/post enrollment materials, benefit/health fairs, staff training, etc.) including periodic meeting schedules to ensure optimal plan performance. Keep Management informed of status through implementation process reporting, trackers or other established business processes
• Lead with solution-based recommendations, the executive contract review with legal and executive team on successful timely contract execution
• Reach out to multiple levels of management, tailoring the message accordingly for successful strategic client discussion to influence desired outcomes. Gain understanding of client’s multifaceted needs and recommend appropriate products and benefit design accordingly. Partner with Management to cultivate existing client, consultant and producer relationships to create new business opportunities for Sales and/or Client Management
• Actively support/participate in client meetings to add relative insight and expertise necessary to solve customer issues and/or plan to proactively meet and exceed client expectations, strong client loyalty and comprehension of Versant Health value proposition
• Meet with peer level leadership to develop and resolve client related matters and issues. As needed, escalate to leadership any follow up concerns, risks or unresolved items for additional intervention or strategies
• Review and confirm client receives all contracted, regulatory and requested deliverables, escalated matters, reports, satisfaction results and performance guarantees within the timeframe requested
• Make recommendations and independent decisions (as appropriate) to address escalated client issues and opportunities.
• Maintain, update Salesforce and other required systems or platforms as required by leadership for assigned accounts.
• Understand applicable interna