Account Manager, Health Systems

The Account Manager works closely with the Clinical Account Executive and the VP of Growth by doing marketing outreach to prospective new customers, implementing and training new customers for our genetic services program, and providing ongoing account management services to existing customers.

Essential Duties and Responsibilities

● Provide proactive outreach over the phone/e-mail to prospective new customers
– Identifying key contacts within organizations that could benefit from InformedDNA services
– Calling and/or e-mailing these contacts proactively
– Informing them about InformedDNA genetic services partner program and in-network health plans
– Entering and updating information in Insightly; notifying the sales team of any new leads/opportunities that could benefit from contracting with InformedDNA as a Genetic Services Partner; and setting up calls/meetings to discuss opportunities further

● Performs new client on-boarding/implementation to designated accounts
– Manage all aspects of their implementation once an agreement has been signed
– Utilizes Insightly to manage new client relationships, tasks and communications
– Communicates with Sales team on hand-off of newly contracted clients
– Attends pre-implementation meeting with InformedDNA sales team member and client to learn about unique client needs and provide introduction for implementation meeting
– Reviews and understands unique client needs prior to implementation and customizes web-based onboarding presentation to meet the needs of the individual client (e.g. address specifics of patient screening, education, billing as it relates to that client)
– Work with the relevant internal teams to ensure InformedDNA meets all deliverables and quality obligations as defined in the Agreement or Statement of Work (SOW)

● Primary contact for existing InformedDNA customers
– Will establish relationships with customer contacts who are responsible for coordinating and sending referrals.
– Responds to client inquiries and needs
– Understands the genetic counseling process and flow and answers client questions
– Identifies additional point person (sales, billing, clinical) when questions cannot be answered directly
– Pro-actively identifies and recommends process improvements to maximize client satisfaction and operational efficiency
– Assists with customer renewals by proactively engaging key contacts and coordinating with the internal departments (Business Development, Billing and Contracting) to produce the necessary agreements.
– Prepare and conduct briefings with the Business Development Group and other Senior Leadership as to the status of existing customers
– Marketing and sales support as needed to the sales team
– Marketing campaign support and other duties as assigned

Education/Experience

● Candidates for this position must meet the minimum education requirements; college (BS, BA or equivalent) degree or relevant work experience
● Clinical and/or healthcare background desired
● Five (5) or more years’ of Account Management, patient care and/or customer service experience are required

Key Skills/Qualifications

● Excellent oral and written communications skills
● Ability to work independently and within the corporate team environment
● Ability to manage multiple relationships to accomplish goals and objectives
● Intermediate skill level using web-based programs and office productivity tools
● Well organized and self-motivated with ability to work independently
● Quickly adaptive to change, Knowledge of quality standards and how to apply/implement/interpret for the customer service setting
● Effective telecommunications skills
● Ability to handle multiple, unrelated tasks in a high-pressure environment
● Experience and proficiency managing customers/contacts using a CRM application (preferably Insightly) and Google Drive and/or Microsoft Office products

Reports To

VP of Growth; works under the supervision the Clinical Account Executive

Job Category

Business Development; full-time

Primary Location

Remote - you must live in and be able to work in the U.S.; some travel required