Client Communications Manager

QUALIFICATIONS:

JOB SPECIFIC CORE COMPETENCIES:

• Customer Engagement – Clear and concise communication skills, both verbal and written, to articulate value propositions and complex solutions. Active listening to understand the client’s needs, concerns, and feedback.
• Project Management of Service Creation and Delivery – Manage deliverables of new and existing programs and services that scale Hancock Health expertise into external employer-focused
• Relationship Management – Build and maintain strong, long-lasting client relationships. Establish trust and credibility with clients and other team members.
• Cross-Functional Collaboration – Develop relationships across departments and multi-disciplinary teams to execute on a cohesive communication plan to members, patients, and clients, including the Hancock Wellness Centers and other healthcare service lines.
• Communication – Provide clear and dynamic communication to patients and client base to articulate our value proposition as well as create unified messaging around our employer health strategy and broader strategic initiatives.
• Technical Proficiency –Ability to utilize CRM systems and other tools to manage client relationships and track performance. Accurately enter and maintain client information and interactions. Generate and interpret reports on account performance and client engagement metrics.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Implement business strategies under the direction of the Director to retain and grow existing accounts, identifying opportunities to expand service offerings and increase client engagement.
• Work closely with Director to identify new business opportunities, upsell additional services, and ensure contract renewals.
• Internal collaboration to execute account plans tailored to each client's unique needs.
• Supports the development and execution of onboarding new clients efficiently and effectively.
• Provides operational support to the Director related to client account documentation and reporting.
• Creation of employer-based marketing and deliverables in concert with Hancock Health Marketing Department.
• Provide communication and marketing support for Hancock Wellness Centers by coordinating marketing solutions to support growth initiatives with both members and patients.
• Execute communication strategies to clients with a focus on patient retention and growth within the Employer Clinics.
• Develop and implements specific client and patient outreach, relationship building, and marketing/communication plans to meet service line goals, in collaboration with the Well-Being team.
• Oversee communication of programs and services and onsite delivery and implementation – such as annual biometrics screenings, care compliance reporting, deployment of value-added technologies/solution, and new program ideation, evaluation, development, and
• Delivery of patient metrics, analytics, and quality measures to communicate the value of Hancock Health’s employer strategy services to our customers.
• Evaluates and maintains market data and competitive information to understand the market and Hancock Health’s services.
• Identifies operational improvement methodologies for projects, when necessary, and establish attainable goals and timelines in conjunction with Director.
• Analyzes patient and member feedback through satisfaction surveys to identify trends and opportunities to improve our client services.
• Use marketing resources to develop compelling presentations and proposals to prospective clients, showcasing the value of our healthcare and well-being services.
• Understand clients' needs, goals, and challenges, and proactively offer solutions to enhance their experience with our direct primary care services.
• Provide insights and feedback to internal teams on market demands and client needs to drive product and service enhancements.
• Resolve any issues or escalations quickly and effectively, maintaining a high level of client satisfaction.
• Stay informed about industry trends, market conditions, and competitive landscape to provide valuable insights and recommendations to clients.
• Perform other duties as assigned

EXPECTED BEHAVIORS:

• Ability to work with multidisciplinary, diverse teams and demonstrate initiative, direct and prioritize job functions across multiple departments and mandates, and complete them in a timely manner.
• Conducts interactions with clients, patients, visitors, physicians, other associates in a manner consistent with the intent of the hospital’s mission and
• Exemplifies corporate values, ethics, and character
• Effective verbal and non-verbal communication
• Exhibits understanding of business operations, business acumen, and pursues growth and cost reduction
• Effective coping skills for stress, life challenges and balance between home and
• Effective problem solving and critical
• Excellent professional writing and correspondence
• Mastery of keyboarding skills and comfortable with learning new computer
• Mastery of relationship-building and cross-functional collaboration
• Excellent knowledge of Hancock Health’s array of service offerings
• Knowledge of accrediting and regulatory standards (e.g. HFAP, ISDH, CMS, HIPAA).

CERTIFICATION/LICENSE: N/A

ADDITIONAL LICENSURE/CREDENTIAL REQUIREMENTS: N/A

EDUCATION AND EXPERIENCE REQUIREMENTS: Bachelor’s degree in Business, Marketing, or related field required. 

ADDITIONAL EDUCATION AND EXPERIENCE REQUIREMENTS:

• Prior project management experience preferred.
• Exceptional verbal and written communications skills required.
• Proficiency in Microsoft Office is required.
• Ability to travel as needed to meet with clients and attend industry events.
• Mandatory Annual Continuing Education: Customer Service, Fire and Safety, Confidentiality-HIPAA, Infection Control, Corporate Compliance. Annual Unit Specific Competencies, and all education required by regulatory, accreditation bodies and/or Hancock Regional Hospital.

WORK CONDITIONS

PHYSICAL/MENTAL DEMANDS:

• At least 75% of the day sitting to perform computer-based tasks including writing,

creating, researching, spreadsheets, web-based duties, and other duties.

• Minimum 7.5-hour workday Monday – Friday
• Driving to attend events or meetings on Hancock Health’s behalf.
• Driving within a 60-mile radius of Hancock Health campus
• Lift 25 lbs. from floor to waist height and carry for distances up to 50 feet.

EQUIPMENT USED: Computer, Telephone, Printer, Fax Machine, Copy Machine

ENVIRONMENTAL CONDITIONS:

• Normal office conditions
• Employer-based activities will require off-site conditions and travel