Account Manager - Employer Solutions in Lenexa, KS at Quest Diagnostics

Date Posted: 10/29/2022

Job Snapshot

  • Location:
    10101 Renner Boulevard
    Lenexa, KS
  • Date Posted:
    10/29/2022
  • Function
    Sales & Marketing
  • Job Family
    Sales
  • Remote
    Hybrid
  • Position Type
    Regular Full-Time
  • Shift
    Day

Job Description

The Employer Solutions Account Manager (AM) will proactively maintain and upsell existing assigned Quest Employer Solutions accounts. The AM will work closely with the Sales Leadership and departmental management to resolve issues or client concerns.  The AM will ensure employer information are current and updated in Quest databases; and will prepare reports and complete projects as directed by Sales Leadership.

This is a hybrid position - two days in the Lenexa KS office, three days remote.
  • Maintenance/Retention: Proactively contact key accounts to ensure customer service satisfaction and that client activity volume increases or, at minimum, remains the same as the prior year. 
  • Account Information:  Ensure QTN and Salesforce are updated with current information.  Add/updates.  Verify the accuracy of new account set-ups.  
  • Care Review meetings:  Organize, facilitate, and conduct meetings to cover topics including TAT, Pricing, OM, annual business review, chart reviews as needed, with clients. 
  • Relationship management:  Develop and maintain relationships with all stakeholders including clients, adjusters, TPAs, etc.  
  • Upsell:  Upsell existing clients to generate more tests and revenue.  Identify ancillary services (Other Quest Divisions) opportunities, wellness, clinical, etc.  
  • Issue Resolution: Promptly address and resolve client concerns.  Log issues on the VOC (Voice of the Customer) in CRM (Salesforce) and follow through until resolution and client satisfaction are achieved.  
  • Client Transition:  Work with outside sales rep to transition clients after Tier 1 period ends ensuring a smooth handoff.  
  • Systems: Conduct all Quest ES web services demos for clients   
  • Sales Leadership Team:  Participate in one Leadership Team meeting per month, if possible.  Present client retention information and trends on attrition issues.  
  • Special Projects:  Assist in hosting in-Quest events and tours, such as Lunch & Learns/employer seminars and tradeshows where applicable.  Work on projects as assigned by Sales Leadership. 
  • Document all activities in Salesforce.com, including client info, calls, meetings, and tours. 
  • Prepare reports as directed by Sales Leadership. 
  • Meet deadlines for work assignments and inform work status and progress to leadership. 
  • Communicate and work professionally with other staff to ensure efforts are coordinated and high-quality service is provided.  
  • Maintain knowledge of all company programs, services, and resources available to clients.  
  • Attend continuing education seminars and meetings as required.  
  • Perform related work as requested and all other duties as assigned. 
  • Involves frequent telephone contact with clients. Interaction with others is constant with frequent interruptions.  Work requires some flexibility in working hours.  Must be able to effectively resolve conflicts as they arise. 

QUALIFICATIONS

Required Work Experience:  

One year of experience in a similar position preferred. 

Knowledge/Skills:  

  • Must be proficient in Microsoft Office programs (Word, Excel, PowerPoint)  
  • Must be able to multi-task, have strong organizational and prioritization skills  
  • Must be experienced with utilizing Salesforce or other CRM program. 
  • Must possess excellent telephone manners and etiquette. 
  • Knowledge of effective and professional sales techniques. 
  • Ability to read, understand and follow oral and written directions. 
  • Ability to speak clearly and concisely. 
  • Ability to understand and follow company’s organizational policies and procedures. 
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.   
  • Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of the organization. 
  • Ability to add, subtract, multiply and divides in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio and percent, and to draw and interpret bar graphs. 
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several variables in standardized situations 


EDUCATION
Bachelor’s Degree Preferred