Client Performance Manager

Position Overview

Key Responsibilities:

SmartShopper Program Management (40%)

• Serve as the CPM for employers that buy SmartShopper through their carrier

• Develop client strategies and engagement programs to maximize employer savings through evaluation of data.

• Build, promote and implement targeted campaign strategies that improve consumer activation, shopping and conversion rates by analyzing company demographics, organizational structure, communication channels and other data

• Analyze and present results leading with data driven recommendations to improve performance and savings

• Lead periodic business results meetings with employer clients and provide clear and concise summarized reporting

• Participate in quarterly health plan business review meetings representing SmartShopper performance

• Accurately forecast a book of business savings opportunity based upon realistic assessments.

• Utilize CRM to keep track of key account data, opportunities, logging calls and relevant notes

• Maintain professional internal and external relationships that reflect the values of Zelis

Performance Monitoring and Data Analysis (40%)

• Monitor and manage client programs against Key Performance Indicators (KPIs), utilizing data from multiple sources to generate insights and an actionable plan to achieve desired results

• Analyze data to identify correlations on key performance drivers and provide insight for performance and business review materials and ad hoc reporting

• Activate escalation process and inform stakeholders when program performance is not forecasted to achieve KPIs

• Define and monitor accurate performance milestones and forecasts, including the incentive reward budget and communication plan Source of Truth

• Evaluate overall client performance trends to create and communicate actionable insights to assist decision making and inform future strategy for new and existing clients

• Promote customer satisfaction demonstrating an understanding of their business needs and helping them achieve their objectives

Strategic Consulting (10%)

• Provide insight to clients regarding performance metrics in both existing lines of business and product enhancements

• Offer expertise to clients regarding alignment of program performance in the broader health and wellbeing offerings

• Partner internally with leadership, product and sales teams to introduce new engagement strategies developed from campaign performance data, client requests and market observations

Relationship Management (10%):

• Accountable to SmartShopper program success with our clients

• Demonstrate clear understanding of the product and able to communicate product and service value proposition

• Partner with Sales to build rapport, relationships with key market and client constituents defined as brokers, health plan account managers, employer decision makers and stakeholders (e.g. HR, Total Rewards, etc.)

Commissioned Performance Metrics:

• Performance metrics, including Claims Savings Target, Activations, and ROI

• Book of Business Revenue retention & expansion

Qualifications and Experience:

• 7 years of strategic marketing experience

• 2-5 years' experience in a customer facing role serving employers, understanding the fundamental process of building an effective engagement strategy in the Health Plan sponsor space.

• CMS Stars program experience within a health plan or vendor serving a health plan desirable.

• Experience with the HRA Stars metrics is highly desirable

• Multi-channel consumer direct response experience desirable

• Excellent communicator and collaborator

• Consumer engagement experience – engagement tools, digital strategies, in person events

• Ability to distill data from PowerBi into key take aways and opportunities to improve performance

• Comprehensive MicroSoft Tool knowledge – especially Excel and PPT

• Successfully demonstrates and articulates client improvement strategies

• Demonstrated ability communicating and solving complex program issues with clients utilizing critical thinking and problem-solving skills.

• Knowledge of and ability to explain financial performance and program ROI

• Experience with complex program launches and working through the sales implementation and account management partners

• Able to identify, influence and mobilize the appropriate internal team resources in support of client needs

• Ability to understand and have respect for other departments’ accountabilities, processes, and timelines in support of the overall solution to meet client needs

• Demonstrated ability to work independently, organize and accurately prioritize work, being detail oriented and understand when urgency is required

• Travel expectation is 30% +

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

EOE Committed to Diversity

Base Salary Range

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis’ full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.