Key Result Areas |
Responsible for the delivery of the following services in a timely and appropriate manner:
Account Management
- Manage and build client relationships profitably
- Ensure all clients have appropriate and correct documentation including service agreements, user manuals and forms
- Implementation of all new contracts from point of sale
- Delivery of contact strategy appropriate to each client and ensure that client understands and uses appropriate pathways into HML and in accordance with Client Allocation procedures
- Arrange for provision of feedback to clients on complex cases or potential delays in order to manage client expectations
- Ensure level of service is appropriate to size and needs of each client; carry out regular reviews to ensure ongoing development of service
- Provide regular management information and reports at appropriate and agreed levels, including analysis of activity
- Ensure all existing clients are renewed at an appropriate level of fees / income
- Attend client meetings on site as required
Customer Services Management
- Ensure all client transactions are carried out within reasonable or agreed timescales
- Ensure all fees and transactions are invoiced in accordance with service agreements
- Chase up outstanding fees in accordance with terms of business
- Day to day and formal management of support services (back office) team including individual and team meetings / reviews
- Ensure the team operate in accordance with Internal Procedures Manual
- Development of existing contracts through proactive, tailored account management
- Troubleshooting and supporting Clinical Team Administrators
Sales and Tenders (new business acquisition)
- Represent Health Management to prospective clients at all stages of the sales process. This will include production of pricing and proposals along with preparing and attending presentations to clients and implementing new client contracts
- Write technical tender responses (pre and full tender stage) as and when required
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