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   Current UPMC employees must apply in HR Direct

Account Manager, Absence Management

  • Job ID: 984565795
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours: 8am - 5pm
  • Shift: Day Job
  • Facility: UPMC Health Plan
  • Department: Absence Management Admin
  • Location: 600 Grant St, Pittsburgh PA 15219
  • Union Position: No
  • Salary Range: $30.17 to $50.94 / hour

Description

The Account Manager will serve as the primary business contact for the client and is responsible for overall client satisfaction. They are expected to consistently provide excellent customer service to accounts, as well as represent client needs to ensure quality. In addition, this position will build relationships with clients to encourage new and repeat business opportunities. This position will serve a liaison between all representatives of the Absence Management team and ensure all deliverables are met on time.

Responsibilities:

  • Responsible for all account management of Absence Management book of business.
  • Develop and further create relationships with clients.
  • Work with program leaders, data analytics and senior management to identify areas needing improvement along with other areas of opportunity.
  • Provide product leaders and business development department with customer feedback and comments.
  • Identify accounts where revenue may be shrinking and formulate strategies to reach out to these accounts and retain customers.
  • Meet project plan deadlines set by project work groups (these deadlines may require extended daily work hours as required to complete).
  • Achieve business objectives by identifying products and services that are competitive in the market and meet the customers' needs.
  • Identify opportunities to expand sales across WorkPartners product lines.
  • Gather market information to create offers that will allow the organization to maintain profitability and be competitive.
  • Maintain market awareness that supports the pursuit of new business and account growth opportunities.
  • Present and or coordinate presentations with the sales team to potential or existing clients around WorkPartners and Absent Management suite of services.
  • Serve as the escalated communication link for all parties involved with Absence Management including client company representatives, brokers, and other WorkPartners professionals.
  • Monitor the implementation of new customers to hit target dates.
  • Assist with the preparation of communications, training, and resource materials for onboarding new clients.
  • Conduct strategic account reviews and present stewardship information on a regular basis.
  • Coordinate with the sales, marketing, and business development teams to find ways to retain customers and increase client base.
  • Ensure that client issues are dealt with in an efficient manner, informing Account Team and Business Leaders of any problems that may arise.
  • Coordinate contract renewals.
  • Assist in resolving all credit and billing disputes.
  • Participate in the development of client training seminars, and marketing projects as well as participate directly in customer service calls with Work Partner staff as needed.

 

Qualifications

  • Bachelor's degree from an accredited university or equivalent combination of education/experience required.
  • Minimum five (5) years experience in a position or positions of direct responsibility for building and enhancing long-term client relationships.
  • Minimum two (2) years experience in disability management, short-term disability or leave management is required.
  • Required experience includes direct client communication, responding to client questions, resolving client issues, client retention, and presentation of information augmenting client knowledge of their business operations and /or of the measurable value of the relationship.
  • Experience must include work with both internal and external clients.
  • Minimum two (2) years experience in disability management, short-term disability or leave management is required.
  • Must be self-motivated, work independently and handle multiple priorities and deadlines simultaneously with minimal guidance.
  • Excellent written and oral communication skills.
  • Strong problem solving, analytical and decision-making skills.
  • Must be flexible and effective at exchanging ideas and managing the creative ideas of others to improve results.
  • Customer service oriented with the ability to handle emotionally charged situations.
  • Demonstrated time management skills, ability to prioritize and identify critical tasks that deliver highest impact.
  • Must possess excellent troubleshooting skills, sense of urgency, responsiveness, and judgment to make effective decisions.
  • Understanding of integrated disability management products is preferred.
  • Ability to work effectively across a large, highly matrixed and dynamic organization.
  • Willing to learn new technical, business and system skills.
  • Proficiency with Microsoft Office Suite required and advanced knowledge in Microsoft preferred.
  • Excellent Interpersonal Skills with a can-do attitude.
  • Ability to travel up to 50%.


Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

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   Current UPMC employees must apply in HR Direct