Milliman Care Guidelines Major Responsibilities

1. Client Satisfaction, Usage & Retention
   • Develop and maintain targeted customer satisfaction, usage & retention rates
   • Emphasis on mid-level clients with moderately complex needs
   • Closely monitor client usage & satisfaction with the ability to effectively assess and address retention priorities
   • Develop an active list of client reference accounts
2. Maintain Client Relationships
   • Develop relationships at multiple levels within the client organization, with a focus on key functional managers
   • For primary contacts, ensure high satisfaction with proactive outreach and a consistent, effective results-oriented focus
   • For senior client executives and clinical decision makers, establish and maintain a reliable support role as appropriate
   • Primary interaction is via phone and email with regular site visits
3. Provide Client Perspective & Internal Advocacy
   • Identify opportunities in which additional Milliman Care Guideline's products may enhance the attainment of the client's business goals
   • Work jointly with the client and other Care Guidelines resources to assess and proceed with initiatives that optimize use of the guidelines
   • Opportunistically expand relationships within the client base to foster revenue growth and account penetration
4. Support/Lead Contracting & Relicense Process
   • Effectively supports the Sales team to successfully manage upsell & relicense opportunities
   • When asked, can play a primary role in driving relicense efforts and upsell opportunities
   • Maintain targeted retention rate on existing clients, unless supported by mitigating circumstances
5. Identify/Close Upsell & Growth Opportunities
   • Identify opportunities in which additional Milliman Care Guideline's products may enhance the attainment of the client's business goals
   • Work jointly with the client and other Care Guidelines resources to assess and proceed with initiatives that optimize use of the guidelines
   • Opportunistically expand relationships within the client base to foster revenue growth and account penetration
6. Support Care Management, Client Work Flows & Optimize use of Guidelines
   • Engages the training team and provides direct support to client clinical teams to help assess workflows and identify process improvements to support optimal use of the Care Guidelines
   • Use strong product, process and/or clinical knowledge to proactively and effectively support clients
7. Project Management
   • Successfully take moderate - large client support, deployment or MCG internal projects from beginning to end
   • Handle all aspects, appropriately delegating and managing for strong results
   • When part of a project team, work collaboratively as an effective team member
8. Prospecting, Client Outreach & Market Expansion
   • Actively support the sales team with additional leads and upsell opportunities
   • Grow current book of business by 10%
9. Internal Reporting, Metrics, Sales Force, & Project Support
   • Proactively maintain client records and activity data
   • Support internal reporting, metrics and project initiatives in a timely and effective manner
   • Actively work to enhance processes and improve work flows
   • Maintain a thorough understanding of the QRM process and ensure it is closely followed
10. Extra 10% & Other
    • Effectively support internal firm initiatives
    • Maintain/enhance knowledge of current and new healthcare issues via research/training
    • When asked, perform demonstrations to prospects and clients on current Milliman Care Guidelines products or technology

Experience Required:

Minimum Qualifications

1. Relationship Management
   • Significant experience supporting client organizations and building strong primary relationships
   • Proven ability to constructively engage client management with positive results
   • Strong track record of high client retention and satisfaction with midsized-large accounts
   • Demonstrated ability to work closely with sales to deliver meaningful growth
   • Excellent team player with the ability to foster and build strong collegial relationships with internal co-workers and staff
2. Prior Experience & Job Duties
   • Minimum 5 years in account/project management or equivalent experience
   • Experience may be substituted through industry knowledge and/or appropriate learning opportunities.
   • Prior on-site client experience or equivalent experience required
   • Prior experience or meaningful knowledge of healthcare industry (health plans and/or hospitals) required
   • Background or prior experience in medical/case management preferred
   • Clinical background highly desirable
3. Work Style & Skills
   • Ability to be assertive and positively influence others
   • Work independently and exercise sound judgment
   • Professional demeanor and polished presentation skills
   • Excellent communication skills
   • Flexible in changing client market trends
   • Effective time management skills
   • Excellent Project Management skills
   • CRM software skills preferred
   • Ability to understand and assess clinical workflows as they relate to use of clinical guidelines
4. Travel & Work Load
   • 30-40% travel
   • Long hours
   • Manage multiple accounts and projects
   • Fast paced environment
   • BA, BS or BSN required; Master's desirable; Active Registered Nurse license with significant hospital care/case management experience strongly desired