VP, Customer Success

Concentra•Addison, TX

11h

About The Position

Concentra is recognized as the nation’s leading occupational health care company. With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees. The Vice President of Customer Success is responsible for the account retention, growth, and strategy for the Onsite Health book of business. Additionally, the Vice President of Customer Success will be responsible for building and managing a book of broker/consultant relationships. In an effort to be the driving force of this referral source/sales channel. They are the key contact for these client/broker/consultants as well as coordinating relationships with the Senior Concentra Operations, Medical, and Therapy leadership. The Vice President will also work with sales leaders across the organization to align strategic partnerships at additional locations for Key, Strategic, and Payer accounts.

Requirements

Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
A thorough knowledge of onsite and occupational industry developments
A thorough knowledge of Concentra’s onsite philosophy and services
A thorough knowledge of Concentra’s business processes
Demonstrated sales and account management skills
The ability to span boundaries and develop relationships across internal and external organizations up to and including executive level leaders
The ability to navigate cross disciplinary teams across internal and external teams to bring two organizations to an optimal partnership
Ability to thrive in a high-paced, extremely energetic environment driven by self-motivation and self-initiative
Ability to multi-task and succeed in a deadline-driven environment
Ability to focus on driving results and resolutions to complex business issues
Ability to convert strategic goals and objectives into plans and programs
Demonstrated proficiency in Microsoft Office software programs, particularly Power Point and Word
Exceptional oral and written communication skills
Demonstrated project management skills

Nice To Haves

Advanced degree in public health, healthcare administration or business preferred
Concentra leadership and customer service training
Customarily has at least 8 or more years of onsite health account management, operations, or sales experience
10 or more years of general healthcare account management experience

Responsibilities

Responsible for the overall onsite health book of business retention and year over year same client expansion.
Provide expert consultation to direct reports, customers, and industry leaders regarding all aspects of their health care needs and services particularly as it relates to the retention and success of Onsite operations.
Maintain a high level of engagement with Senior Directors and Directors of Customer Success to ensure employer satisfaction and that we are meeting outlined program expectations.
Lead the team to retain and create incremental revenue growth opportunities with current onsite program customers.
Develop organizational strategy and growth plan for each managed account, which could include other onsite, episodic services, and/or center services.
Establish and maintain targeted consultant and broker relationships.
Guide the sales process expansion with assigned broker/consultant relationships.
Participate in the development of and customization of Stewardship Reports with Onsite Health leadership team.
Identify meaningful outcome reports for clients to ensure program results are communicated effectively and efficiently.
Maintain on-going relationships with Concentra Senior leadership teams, central business offices and other corporate support groups as indicated, for client issues, reporting, requests for proposal, presentations, and meetings, billing review, etc.
Constructively challenge current practices, identify trends affecting the business, and articulate implications to the client and onsite leadership teams.
Develop project plans for piloting and implementing process improvements that ensures success, retention, and increased business opportunities.
Develop and manage large vendor relationships as necessary for efficient service/program delivery.
Ensure the security and confidentiality of employee health information and medical records in accordance with local/state/federal/company regulations.
Responsible for contract negotiations of assigned book of business.