Role Requirements and Responsibilities
The Vice President will first need to understand the overall strategic vision of the company, with an eye on continued relationships building within all levels of the client, maintaining and growing their presence, through world-class service and delivery to ensure all areas of management are fully covered. The Vice President will maintain the primary and overall client relationship, covering all aspects of account work from Project Delivery through Strategic Development work. This critical aspect of the role includes significant onsite time at the client's location(s) to develop the trusted advisor relationships and build the foundation to all other aspects of the role and job.
Serves as the primary liaison between the client and Lumeris, advocating for the client within Lumeris while balancing the needs of the company, with the overall goal of maximizing the value of the relationship to both parties. Advocacy includes but is not limited to: serving as the lead company representative to the client, representing the company's interests; serving as the voice of the customer within Lumeris on behalf of the relationship; participating in contract negotiations; leading problem resolution efforts; leveraging client relationships in order to serve as a source of market intelligence within Lumeris; serving as a source for identifying potential product development opportunities for the company; thinking outside the box regarding solutioning; the ability to say "no" to the client when appropriate without harming the relationship.
Identifies and develops strategies for client to identify areas of needs for further growth and development within the accountable care structure, matching solutions and services of Lumeris and pursing those new opportunities. Internally develop strategic initiatives, including detailing potential problems, organizing cross-functional teams, and proposing and managing timely analysis with predetermined milestones. The Vice President is accountable, but not directly responsible, for client delivery, working with the project teams in their client to drive significant, positive change within the client. The Vice President also leverages their client relationships/knowledge to contribute to strategic development of Lumeris' solutions through identification of client/market needs that may not yet be addressed by Lumeris, but fall within Lumeris' mission and scope.
Responsible for all areas of customer satisfaction throughout the length of the relationship, especially as it relates to objective measures of referenceability such as KLAS and Net Promoter Score, overall project implementation through production and as necessary, leading resolution to all issues surrounding products and services. The Account Leader will establish strong, long-lasting, consultative relationships with all areas of client, and proactively look for ways to extend and expand the client relationship. This includes setting the proper client expectations, and saying no at the appropriate times and situations. The Vice President is responsible for attaining and maintaining referenceability of their client(s) at all times.
Accountable for all areas of project delivery to meet customer contractual obligations and maintain customer satisfaction. A track record and experience in project delivery, including technology and consulting/implementation services is critical. The Vice President will work with the Lumeris project team(s) day to day and escalate any issues internally and/or externally to ensure delivery is on track to budget, schedule, and scope. The Vice President will drive overall account governance, including strategic executive oversight committees, Service Delivery governance, and day to day project issues requiring escalation. Fiscal responsibility to ensure an understanding of the customers committed revenue and manage billing expectations. Past experience in project/service delivery, or related is required. Without a successful delivery record, client satisfaction and the expansion of business will be severely hampered.
As lead for Lumeris with a client(s), the Vice President will be charged with delivering on current contracts and budgeted revenues, as well as identifying new opportunities for continued business and revenue growth. Strategic and outside the box thinking is necessary to further the profitability of the client account to Lumeris. This position is responsible for upselling within an account and will be held accountable for a growth target quota. The Vice President will work with the Lumeris Sales team as appropriate to expand and grow new business, working as a combined team for the ongoing relationship and driving net new sales. This work is critical and will include coordinating correct SMEs and teams to pursue.
The Vice President will interface internally with key personnel across Lumeris on a regular basis, including Implementation Services (technology and consulting), Market Leads, Executive Committee, other members of the executive team, and senior leaders across the organization. Additionally, the Vice President will work with a number of internal operational groups and functional leaders, including executives from the Product Management, Customer Service, Sales, Finance, IT, etc. This is the internal portion of the full job to be the 'glue' between Lumeris and the total client relationship and interactions.
A minimum of ten years of experience in health care, with 7 years experience in health care consulting and/or relevant experience and at least 5 years experience in Enterprise Account Management.
The ability to identify and define business problems and issues, and develop strategic, analytical, and financial frameworks to conduct analysis.
Proven capability conducting and managing quantitative portfolio and growth analyses.
A history of work in the healthcare industry and an ongoing desire to make one of the world's strongest healthcare companies even stronger.
The ability to communicate effectively and succinctly, both verbally and on paper, and with all levels of an organization (internal and external).
The right candidate will possess a Bachelors degree in Business Management or Healthcare Management. An advanced degree is preferred.
The candidate selected for this position will be a creative, out-of-the-box thinker who is intellectually curious with a demonstrated interest in learning. This person will also need to be a self-motivated, high-energy individual who can easily function in a high demand, performance-driven environment. He/she must be accustomed to working on multiple tasks in parallel. This professional must demonstrate strong leadership skills, best demonstrated by the individual's ability to engage, motivate and gain credibility with team members and senior management.