Senior Employer Success Consultant

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Job Description Summary:

This position is responsible for the execution of the Employer Solutions growth plan and managing the relationships with Employer customers. Working closely under the direction of the Director, Business Development and Manager, Business Development for Employer Solutions, this position is responsible for assisting in the work plans that will increase market share and drive customer service for existing customers. This position focuses on these employers as customers through direct interaction and internally connects with key service lines to ensure services and process meet their needs. This position supports the team in making sure that opportunities align operationally and financially. This position maintains and routinely produces specific employer data reporting and assists in developing a prioritization process to identify employers who are the most opportunistic for achieving positive relations. This position will monitor and resolve ways OhioHealth can enhance the healthcare customer experience for the associates of the employer clients.

Responsibilities And Duties:

1. Preparation. Directs sales to employers. Develop clear, concise, goal-oriented presentations, proposals and RFP responses designed to educate employers in the understanding of programs and services. Have a clearly stated goal prior to each employer interaction. Gains clear perspective of employers' referral patterns and associate population. Develop employer relationship goals that comply with OhioHealth ethics and compliance program. Schedule and attend various employer programs and community events in which large employers frequent. Responsible for facilitating details and managing expenses for various programs that are offered to large employers. Must be knowledgeable and able to communicate details effectively of various service lines in their scope of services.
10%
.2. Relationship Building. Relationship management with existing client base. Initiates effective interactions with employers. Understands and conveys technical information to employers. Understands and addresses employer service issues. Utilizes available resources to solve service issues and manages employer and staff expectations effectively through proper communication and follow-up. Able to build relationships with key leadership as well as operational staff members to ensure buy-in and deliverables are met.
20%
3. Performance. Consistently meets or exceeds qualitative and quantitative goals including: call volume, call frequency; revenue targets, visit targets; good use of available information and marketing material and other goals TBD Maintains and provides timely and accurate employer reports. Gathers and reports competitive market information. Enters data in an accurate and timely manner into Salesforce contact management system. Effectively communicates key service issues/market data to appropriate leadership. Manages time and information in an organized, concise manner.
20%
4. Tracking/Reporting. Utilize collected data to develop effective reports that demonstrate value to employer customers and their associates. Monitor and track customer experience to support and guide OhioHealth Employer Services process.
25%
5. Support sales and business development operations to execute on growth plan initiatives within OHES. Identify and implement innovative ways to meet employer customer needs through collaboration with OHES operational teams. Support OHES processes to ensure business opportunities align operationally and financially.
25%
6. Corporate Partnership Programming. Has an understanding of employer healthcare needs. Maintains a thorough understanding of the local medical marketplace including external opportunities and threats to OhioHealth facilities and key clinical programs. Develops and maintains targeted employer list for relationship building process. Timely submission of call reports and information gathered. Assist in training and development of representatives from various ambulatory and hospital based services lines.
10%
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