Xerox Account Manager in New York

Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com at http://www.xerox.com/ , www.news.xerox.com at http://www.news.xerox.com/ , www.realbusiness.com at http://www.realbusiness.com/ or www.xerox.com/businessservices .

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

StrataCare, A Xerox Company , www.stratacare.com at http://www.stratacare.com/ , is a leader in national bill review software solutions and service for the workers' compensation industry.

Position: Account Manager

Location: Prefer onsite Irvine, CA; may consider remote.

Position Overview:

Excellent service delivery in terms of new client implementation, championing systems changes requested by clients, researching client questions, addressing client billing issues, along with addressing any issues associated with the use of StrataWare. Trains clients on system use and providing reports as needed. Maintaining and increasing revenue with existing clients by building relationships with client contacts and introducing StrataCare products that may benefit the client through additional cost savings.

Main Duties and Responsibilities:

  • Interfaces with new and existing clients to provide a single point of client contact; represents the client’s needs to the internal StrataCare community.

  • Prepares quarterly business plan for each key client, addressing projected revenue increases, sources of such increases, systems enhancements and product additions; prepares timeframe and strategy to accomplish these goals.

  • Performs regular analyses of client volume and StrataCare performance relative to service level agreements; communicates feedback to Manager and other internal groups; addresses deficiencies found to ensure Service Level Agreements are maintained at targeted levels.

  • Researches and responds to client inquiries and requests regarding billing, claims, system problems, bill review explanations, recommendations made on bills, in a timely and thorough manner.

  • Properly documents customer issues and resolutions using the CRM tool, keeping the customer aware of progress to resolve the issue and the ability to meet commitments.

  • Coordinates training, implementation and new account set-up for new clients; meets with clients as necessary on-site or via conference call to ensure a proper roll-out of StrataCare software and/or services; ensures client is set up properly (including PPO set up) in StrataCare systems to maximize client savings, satisfaction and compliance with the contract.

  • Receives and handles expected volume of calls from customers on a daily basis; maintains satisfactory service parameters in terms of quality and timeliness of responses, average length of call and average time to conclude.

  • Coordinates client payments to StrataCare; determines payment method (per transfer, per bill, monthly, etc.) Ensures accounting department has correct billing method, contact and contracts for each client. Collect on outstanding invoices and resolves accounting issues.

  • Coordinates and leads conference calls as required addressing client or internal StrataCare issues, etc.; documents action items and deliverables to all attendees.

  • Prepares presentations and other materials for use in client meetings and on conference calls utilizing available tools, including PowerPoint, Excel, etc.

  • Conducts quarterly site visits to assigned accounts to address/review pending issues, program performance, and client cost savings and to introduce additional StrataCare products in accordance with quarterly travel plan and management approval.

  • Participates in meetings with potential clients to: explain StrataCare capabilities; ensure understanding of client operational limitations requiring special handling that may affect pricing.

  • Proactively identifies service problems or issues and resolves client concerns and conflicts.

  • Develops and maintains effective working relationships with other departments; collaborates with other departments to facilitate timely resolution of client concerns or issues.

  • Assists and cooperates with co-workers, supervisor and management; maintains positive morale within the unit by motivating and supporting staff.

  • Manages confidential client, financial and employee information with discretion and good judgment in accordance with department and Company guidelines.

  • Demonstrates a dependable work ethic.

  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the art practices; participating in professional societies.

  • May be required to attend to attend trade shows and user conferences.

  • Responds to and resolves all assigned account issues/problems and cases within StrataCare’s defined response/resolution requirements or contractual obligations.

  • Attains or exceeds expected average daily service level in terms of call handling, expected turnaround to customers and completion of tasks.

  • Performs all required site visits and completes Site Visit Reports for all visits.

  • Receives a satisfactory rating from customer satisfaction survey.

  • Successfully works with other internal StrataCare groups to accomplish tasks on behalf of clients.

  • Successfully meets or exceeds projected revenue goals for new and existing clients.

  • Successfully meets or exceeds goals for increase in product penetration with assigned clients.

  • Meets or exceeds quality of work standards and procedures as defined in departmental Standard Operating Procedures (SOP).

  • Demonstrates supervisory skills to successfully manage a small staff.

Preferred Qualifications:

These specifications are general guidelines based upon the minimum ordinarily considered essential to satisfactory performance in this position. Individual skills and abilities may result in some deviation from these guidelines.

  • Thorough working knowledge of Company products, department policies, procedures and generally accepted account management practices.

  • Previous experience in workers’ compensation industry.

  • Thorough understanding of healthcare cost containment industry.

  • Ability to exercise judgment within broadly defined practices and policies in selecting methods and techniques and evaluation criterion for obtaining results.

  • Demonstrated expertise in service planning and customer advocacy.

  • Demonstrated business planning and writing skills.

  • Ability to effectively influence and persuade individuals within other internal groups in order to accomplish objectives and ensure client satisfaction.

  • Strong analytical and problem-solving skills.

  • Understanding of computer technologies.

  • Highly effective oral, written and presentation skills and the ability to develop long-term business relationships.

  • Excellent organizational skills and the ability to handle multiple activities with changing priorities simultaneously.

  • High level of competency to utilize Company software and proficiency in Microsoft software applications and a willingness to learn new systems as necessary.

  • Valid drivers’ license for State of residence and legally required automobile insurance

  • Ability to travel and work as needed to meet Company objectives.

  • Basic accounting skills.

  • Ability to provide 24/7 on-call responsibility shared with other Account Management Department staff on a rotating basis.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com . Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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Job: Service Delivery Management

Organization: Workmans Comp Site

Title: Account Manager

Location: New York

Requisition ID: 16030355

Virtual/work from home? Yes