ACCOUNT LEAD HEH - EXECUTIVE PROGRAMS

Job Summary:

The Hoag Executive Health Account Lead (Account Lead) is responsible for managing existing Executive Health Accounts. The Account Lead is responsible for achieving scheduling quotas, assigned strategic account objectives and the overall deepening of client partner relationships. coordinates scheduling, physical delivery, and the overall experience for individual clients participating in the Hoag Executive Health program. The Account Lead is the first point of contact for the program and collaborates with the program Medical Director, Exercise Physiologist(s), Physicians, and other Client Services Coordinators to optimize program adoption, operation, integration and performance. S/he oversees all aspects of the physical delivery to ensure the five-star service clients expect.  This position reports to the Corporate Health Solutions Manager. 

• Maximize Client Partner Exam and Service Delivery
  • Oversee scheduling, delivery, and follow up and ensure communication across all delivery team members
  • Coordinate resources to ensure maximization of scheduling
  • CRM management   
  • Manage and analyze key delivery data and metrics; remediate issues resulting from missed metrics
  • Manage communications with internal constituencies on important physical delivery information
  • Responsible for ensuring Hoag Executive Health delivers 45 physicals a month at minimum
  • Maintain utilization above 80% for existing Executive Health clients
  • Manage and update all utilization and client partner renewal reporting

• Establish Key Relationships with Business Partner Representatives
  • Establish strong working relationships with primary points of contact by providing concierge-level customer service at all times
  • Work with key client representatives in order to provide best in class service and positively experiences for the organization and eligible individuals
  • Support the Director, Business Development in marketing efforts.  This includes any marketing duties such as attending trade shows, networking events, and other client engagement opportunities 
  • Assist the Director, Business Development with establishing new accounts
  • Uncover business opportunities through client relationships and key account insights

• Maintain 5-Star Delivery Experience
  • Ensure clarity regarding key drivers and protocols for the Executive Health client service experience
  • Collaborate with the Executive Health team to ensure alignment on service standards & protocols
  • Assist with team training strategy and implementation
  • Identify opportunities to hone existing processes and/or create new processes to enhance the service experience
  • Collaborate with Executive Health team to understand and use client feedback to improve the Executive Health client experience

• Coordinate the Involvement of Company Personnel
  • Implements coordinated efforts, managing internal resources as needed with the goal of meeting and exceeding client expectations.
  • Responsible to managing corporate accounts, which includes:
    • Oversee the contract renewal schedule
    • Ensuring utilization of services meets thresholds/goals
  • Responsible for corporate executive health scheduling.  This includes:
    • Adding appointments to EPIC
    • Updating the patients CRM account with new exam date and contact log management
    • Managing the online scheduling process
    • Emailing patient packet and coordinating all pre-appointment responsibilities
  • Ensure Hoag Executive Health is delivering all facets of contracted services and meeting or exceeding the expectations of our clients through close client engagement.  
  • Provide weekly/monthly key performance indicators to Corporate Health Solutions Manager
  • Work with various departments within Hoag Corporate Health Solutions to provide a seamless experience for patients, including practice level support for all executive health activities and services.
  • Utilizes expertise and unique skills of Hoag Corporate Health Solutions staff members to create solutions that will cater to the client’ needs.

• Organizational Alignment
  • Maintain extensive knowledge of Hoag Concierge Medicine and Hoag Corporate Health Solutions products and services
  • Act as an ambassador of the Hoag Corporate Health Solutions brand.  Maintain the standards of the organization as well as understand that their role is to represent the organization in the most professional manner to clients.

• Strong, demonstrated customer service experience dealing with demanding clientele
• 2-3 years of direct sales experience required
• 5 years of experience in business, hospitality, sales or related field
• Bachelors Degree Preferred

• Excellent communication skills (oral and written); excellent phone etiquette, customer service skills
• Innate ability to develop rapport, build relationship and forge business alliances and uncover needs through in-person, phone and email communication.
• In depth knowledge of sales principles, sales practices, business principles, and management principles.
• Dynamic thinking abilities.  Being mentally agile enough to come up with solutions for clients on the fly that will help meet their explicit or implicit needs.
• Demonstrated ability to collaborate effectively across an organization both internally and externally.
• Proven track record of multitasking, client-side delivery, and people management skills.
• Comfortability working with deadlines, defined goals as well as stretch goals.
• Motivation for exceeding established goals
• Comfortability working in a high pressure, fast paced work sales focused work environment.