Manager, Client Experience at Medica

DescriptionMedica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration - because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.The Manager, Client Experience, has overall responsibility for Commercial account management service delivery and operational support. This position is critical in the leadership and management of the Account Managers and Account Executives, providing the business and service processes for clients and brokers. This role focuses on retention and membership growth through supporting new business sales and renewal of existing business. Performs other duties as assigned.Key AccountabilitiesPeople Management and Team DevelopmentProvides day-to-day management of Account Managers and Account Executives including performance management, individual development, career growth, and succession management. Includes daily leadership of staff, goal setting, coaching and development, and annual performance reviewsProvides routine assessments and coaching related to performance and regular feedback around team effectiveness, retention of business and service expectations. Facilitates annual employer satisfaction survey and ensures results are consistently favorable; applies market feedback to customized individual and team training needsAccountable for building the team through employee selection, performance management and training. Directs the successful deployment of organizational plans with clients and brokersCoordinates all aspects of training including partnering with operations, product, and shared services teams to ensure the staff is up to date on Medica products, processes and toolsProcess Improvement and Organizational SupportLeads and participates in cross functional work groups to implement organizational initiatives impacting commercial businessIdentifies and provides prioritization of both Client Support and Medica wide process improvement activities including implementation of compliance initiatives and directivesLeads in resolution of escalated client issuesPartners with Sales and Operations to address exceptions and customized requests to determine viability, effort, risks, costs and impact. Coordinates with product administration, sales operations, and account teams to achieve retention objectivesProvides market (employer and broker) input to product management for new product development, including benefit enhancements, service area expansion, network development, and communication materialsSignificant Collaborator with External Stakeholders and Internal LeadersEstablishes and maintains relationships with key broker partners and clientsRepresents Medica externally by attending broker and client activities including business events, conferences, training sessions, and other eventsPartners and builds relationships with other internal and operational departments to coordinate efforts and enhance synergies to improve the customer experience Required QualificationsBachelor's degree or equivalent combination of education and experience required5+ years applicable work experience requiredSkills and AbilitiesBusiness expertise and working knowledge of Medica's internal and external sales, operational structure and processesExperience with Association Health Plans (AHPs) and Professional Employer Organizations (PEOs) strongly preferredDemonstrated leadership experience requiredAbility to build, lead and develop people and teamsStrong operational mind-set - able to manage details, projects and process wellStrong interpersonal skills (listening, mentoring, motivating)Proven process improvement and problem-solving capabilitiesResults focusedIndustry knowledgeStrong decision-making abilityEffective collaboratorDemonstrated successful track record of managing a team handling large commercial/employer clientsThis position is an Office role, which requires an employee to work onsite at our Minnetonka, MN office, on average, 3 days per week. The full salary grade for this position is $92,200-$158,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $92,200 - $138,285. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.The compensation and benefits information is provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.