About this role

At Transcarent client relationships are our top priority. The Manager, Health Plan Partnership Success, is responsible for supporting existing Health Plan strategic partnerships. Incumbent will serve as one of the primary liaisons between Transcarent and our strategic Health Plan reseller partners. The work of this role will bolster our relationship across the multiple stakeholders within a partnership and coordinate with internal resources to ensure optimal performance across a book of business. This role must understand the day-to-day stakeholders involved in influencing health plan decision making. The Manager, Health Plan Partnership Success, will be a resource to internal and external account management, Transcarent service operation and customer care teams, Health Plan customer service and clinical teams and other internal business units.

What you’ll do

· Build and own day-to-day health plan relationships to proactively manage product delivery and service expectations.

· Partner with Transcarent teams to represent the voice of the Health Plan and ensure we are delivering on our strategic partnership requirements, as well as member and group satisfaction with Transcarent services.

· Responsible for, along with the Sr, Director, overall, Health Plan Partnership and end group performance, using influence and action to drive results. Strive for 100% partnership and group retention.

· Support Sr. Director, to develop an Annual Strategic Account Plan and successfully execute for each assigned partnership.

· Support Sr. Director in ensuring key stakeholders across our organization have accountability for, and visibility into, Transcarent’s results against key metrics and priorities; ensure they have a solid understanding of overall ROI.

· Partner with Transcarent’s Health Plan Partnership Optimization leader to identify and drive internal cross-functional initiatives that result in improved service delivery, partnership and member outcomes.

· Manage Health Plan partnership reporting delivery and ongoing reporting deliverables.

· Deliver Health Plan performance reports on time with suggestions or insights on trends, opportunities, and values being created through our strategic partnerships.

· Participate in analyzing results or service delivery issues and assisting in identifying the appropriate administrative solution.

· Partner with Activation and Implementation teams on new partnership onboarding and training on Transcarent’s processes such as reporting and ZenDesk (ticketing platform).

· Partner with Health Plan Optimization Leader to influence Operations to address areas of opportunity, drive process innovation and improvement to meet/exceed partnership objectives and maintain contract adherence.

· In partnership with Sr. Director and Health Plan Optimization lead, support cross-functional teams when managing partnership opportunities. Provide support in managing all partnership focused activities to completion across the organization (Product, BI/Reporting, Operational Meetings, Member Engagement, Clinical, Marketing, etc.).

· Plan and execute external status meetings (including agenda development, cross-functional facilitation, and meeting action item follow-up) that are productive and result in moving open items forward to closure in a timely manner.

· Provide partnership support on meeting preparation including logistics, agenda development, meeting notes and follow-up. When appropriate, execute on these items completely and independently.

· Partner with Customer Support team to understand and respond to customer escalated issues, customer specific and business-wide trends.

What we are looking for

• Bachelor’s degree

• 5-7 years’ relevant professional experience in account management, customer success, or similar external client facing role. Healthcare, health plan or health advocacy industries preferred.

• Ability to operate within a collaborative environment with highly motivated colleagues and interact with all parts of the business and staff function in diverse locations.

• Strong personal presence, interpersonal skills, emotional intelligence, and ability to influence and work effectively with others on the senior management team as well as individuals throughout the organization.

• Demonstrated expertise and success driving relationships and executing process improvement with a business setting, measuring results, and achieving targeted outcomes.

• Ability to effectively collaborate and execute in a highly matrixed environment.

• Self-starter with a “roll up your sleeves” mindset and desire to add value.

• Comfortable operating with change and uncertainty, in a fast-paced environment with a high degree of autonomy, ambiguity, and accountability

• Travel required (less than 25% of the time)