Accountable for Profit and Loss of all assigned account(s), with particular emphasis on top tier customers defined by Magellan criteria. Accountable for maintaining and building day-to-day operational relationships with staff and leadership within all assigned accounts. Responsible for development of ongoing strategy to ensure retention and growth by providing solutions that align with customers’ overall business and human capitol management objectives. Develops relationships with other account stakeholders that support achievement of preferred product market share goals and achievement of strategic alignment. Develops relationships with internal account stakeholders that support achievement of strategic alignment including operations, IT finance, product innovation, network, vendor management, claims, legal, corporate clinical, etc. and takes the leadership role in coordinating these resources to achieve business objectives, maintain account satisfaction, and ensure that Magellan’s products and services support customers’ needs while achieving acceptable margins.
Develop and maintain a strategic account management plan that fully reflects global customers’ business objectives and how our solutions align with those objectives and specifically guides our operational, financial, network, clinical and relationship initiatives.
Responsible for development of long term profitable relationships based on provision of consultation and effective business solutions.
Develop and implements effective, creative account retention & growth plans that protects and generates revenue and EBITDA.
Fully versed in all aspects of the contracts with assigned customers as well as ensuring ongoing contract performance through risk management activities including: assurance of Service Level Agreement performance in Care Management Centers and Shared Services, assurance of accuracy of claims. payment/administrative policies, rate maximization through ongoing benefit analysis and adherence to requirements of the account’s legal/regulatory environment.
Own overall account satisfaction with Magellan for all assigned accounts as well as satisfaction with all specific areas particularly account management. Develop strong relationships which penetrate customer at various levels from day to day contacts to senior leadership involving other Magellan staff to maintain multiple connections and strengthen the overall Develop strong relationships and contacts within Magellan that are supportive of the achievement of customer service requirements including attainment of performance guarantees and minimization of performance penalty expense.
Ensure all Customer and Account-Facing services are provided in a consistent and timely fashion.
Resolve or appropriately escalate customer service issues in conjunction with operations (claims, service, systems).
Prepare and present customer reports with meaningful analytics, trending and recommendations for program improvement based on findings.
Provide oversight and coaching to Account Service Representatives in effective problem solving and servicing of each account.
Book of Business/Financial Management
Ensure revenue goals are met, cost of care and administrative expenses managed, and EBIDTA targets achieved for the assigned account(s).
Ensure contract performance through risk management activities including such items as: assurance of Service Level Agreement performance in Care Management Centers and Shared Services, assurance of claims accuracy payment/administrative policies, rate maximization through ongoing benefit analysis and adherence to requirements of the account’s legal/regulatory environment.
Inform and coordinate with the ICORE Pharma account executives strategy to drive individual drug or category market share by Health Plans (Clinical Liaison calls, faxes, mailings, tele-detailing, etc.)
Develop and maintain contract compliance tool for periodic assessment of Magellan performance to customer requirements (including performance standards, etc…). Position the assigned book of business strategically to achieve objectives, including growth requirements, retention requirements, customer satisfaction, etc.
Propose final pricing and product description for products sold to existing accounts.
Manage risks and develop opportunities associated with underwritten rates.
Drive up-sell and renewal activities across assigned account(s). For new business and renewals, negotiate rates and contractual terms with customers that result in improved EBITDA and creatively adjust features and service delivery models through the operation that increase efficiency and improve value to the customer and/or margin for Magellan.
Seek and identify products and services that bring solutions to customers based on a thorough understanding of each customer’s strategic business goals and the strategic business.
Partner closely with the ICORE Pharmacy on any assigned assigned accounts that use our Pharmacy for distribution
Demonstrate depth of knowledge of ALL Magellan products and how multiple products are interdependent within the customer contract deliverables and clinical outcomes.
Education: BA/BS Health or Business related field.
Experience: 3 to 5 years broad-based health care experience including account management experience.
Bachelors (Required), Masters
License and Certifications - Required
License and Certifications - Preferred