Key Account Manager

Orgazational Solutions Inc - Burlington, ON (30 days ago)

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Overview / General Purpose:

This highly accountable role focuses on dedicated account management with priority client(s) ensuring the smooth delivery of third party Disability Claims Management Services and client satisfaction. Streamline all communication between client contacts and internal claims management team. This role is a non-claims management role aimed to ensure the highest level of customer satisfaction to enhance the overall client experience. Establishes a strong partnership with the client. The ideal candidate will have a strong ability to develop an understanding of client expectations, work with multiple internal and external stakeholders, deliver KPM's, quality solution-focused programs, best practices for claims and care management, return to work, and regular reporting for the account.

Primary Duties and Responsibilities:

  • Dedicated account management with priority client groups
  • Establish strong client relationships
  • Ability to form solid partnership relationships with clients
  • Analyze and provide trend analysis with focus on providing employers detailed gap analysis within their existing disability management programs (Leaves / STD / LTD / Accommodations)
  • Consult with employers to assess priorities and identify gaps in existing disability management services in order to strengthen and grow their disability management program
  • Ensure all reporting is accurate and delivered on time
  • Customize client process to meet their needs
  • Truly understands the client’s business direction and challenges
  • Coordinate IT requirements
  • Proactively organize and participate in client calls and meetings
  • Discuss customized reporting solutions and engage IT, when required
  • Conduct regular internal claim audits to ensure disability management practices are being adhered to and are in line with employer contractual agreement
  • Coaching and mentoring of other disability management staff by enhancing their knowledge and education levels
  • Development of practices and procedures for efficient claims and disability management services
  • Explore innovative strategies to reduce durations and promote No Lost Time
  • Monitor all open files for complete and innovative RTW strategies
  • Understand client expectations to consistently deliver positive key performance measures as per the contractual service agreement
  • Ensure all client Key Performance Metrics are met with a high degree of excellence
  • Respond to clients same day and investigate / resolve any service concerns
  • Maintain a positive and collaborative relationship with client(s)
  • Provide meaningful reports and predictive data analytics
  • Participate in company brainstorming and committees
  • Develop and maintain an action plan document from client meetings

Behavioural Attributes

  • Positive & very high level of accountability
  • Honest & able to motivate staff to deliver business objectives
  • Goes above and beyond ensuring client deliverables are met
  • Display high level of professionalism & respect for all staff
  • The ability to think with business sense, pull resources together, and think beyond one’s desk

Required Competencies:

  • Must have 3 - 5+ years of Account Management and Customer Service experience or a combination of the two
  • Understanding or experience in return to work planning and / or Short / Long-Term Disability (S/LTD) adjudication would be considered a strong asset
  • Registered professional designation/certification or working towards is an asset: (RN, RPN, Kin., RRP or other related healthcare background; Certified Disability Management Practitioner / Certified Return to Work Coordinator)
  • High sense of urgency and prioritization skills
  • Strong medical knowledge
  • Administration experience
  • Strong critical thinking and analytical skills
  • Strong customer service and communication skills
  • Emotional Intelligence
  • Strong proficiency and skills in the Microsoft Office Suites
  • Able to work as a key member of a team as well as independently
  • Able to work within set procedure and policy to ensure the privacy protocols and standard operating procedures are adhered to at all times
  • Abide by company policy, i.e. no gossip, Health & Safety, etc.

Working Conditions:

  • Office environment.
  • Ability to sit for prolonged periods of time.
  • Occasional travel to client locations when needed – Less than 20%

Reporting Relationship:

  • Accountable to assigned Team Lead
  • Self-managed company, accountable to KPM’s and goals

Job Type: Full-time