Mount Sinai Careers

Consumer Sales and Marketing Lead- Mount Sinai Health Partners

New York, New York
Professional / Managerial / Administrative


Job Description

Background

 

Mount Sinai is one of the largest health systems in the U.S., with a Top 20 ranked academic medical center.  We have ~40,000 employees working together each year to provide billions of dollars in high-quality care for millions of patients.

 

We are accelerating a transition to a business model focused on population health and customer value.  This role is in a fast growing business unit, the Commercialization Team, and we are looking for team members who:

 

·         Are comfortable playing “up” and “down” as needed to accomplish business objectives

·         Work productively amidst ambiguity

·         Thrive in fast-paced  work environment

·         Seek to improve the status quo 

·         Are passionate about developing a true system of care

 

Within the health system, we have created a team to assemble our clinical and population health assets into product offerings (e.g., care bundles, worksite health centers, insurance products in partnership with health plans), and sell them to individuals and employers via multiple channels. We are looking for talented professionals to join this team with experience in strategy, product management, operations, sales and account management.

 

Each of these new product offerings will have important population health features including: (1) value-based pricing (2) a curated network of high-value physicians (3) optimized care pathways and related programs, and (4) an enhanced patient experience. For worksite health centers, we build primary and urgent care practices at or near the employer’s worksite with a value-based financial model that enables the clinician to spend more time with the patient. For care bundles, we accept a fixed-price for an episode of care provided by a curated network of high-value physicians with new care pathways to ensure holistic and consistent care. For insurance products, we partners with like-minded insurers to wrap a health plan around our clinically-integrated network of physicians, hospitals, and other providers. The goal of each product is to increase the value for employers and their employees, mitigating the effects of the affordability crisis.

 

Role Summary

 

Problem:  The health care system has historically set a low bar for customer service and treating patients like consumers – earning itself some of the lowest customer satisfaction and Net Promoter Scores of any industry as a result.  We want to change all that.  To earn the consumer’s trust and empower them in their own health, we are building a set of clinical and non-clinical services that empower patients and acknowledge them as a customer in the process.

 

Solution: The Consumer Sales & Marketing Lead will lead us on this journey, owning the sales and marketing life cycle for our direct to consumer offerings.  While the initial focus will be on one of our new health centers opening at Hudson Yards early next year, as successful, the intention is for the role to expand from there across other sites and segments.  As the first hire of this initiative, the Consumer Lead will be initially responsible for both sales strategy and execution, serving as the face of the business to prospective customers and embodying our mission of providing high quality health care with a high end service experience.  Over time, we expect this person to grow a team to support them and scale.

 

The Consumer Lead will focus on selling and managing customers that purchase two different tiers of high-end, concierge health care membership & clinical services.  Both tiers of patients will primarily be served in our new, state of the art Health Center at Hudson Yards.  The center and its staff will embody a “do whatever it takes” service model, providing access to top primary and specialty care, in addition to providing seamless access to the broader Mount Sinai system as appropriate.   

 

Responsibilities

 

Consumer Sales & Marketing

·         Initially, serve as lead sales person for consumer offerings, interacting with condo owners and executives at or near Hudson Yards to market and sell our highest end offering

·         Own consumer sales process, from prospective customer sourcing to initial sales conversations through to close

·         Develop & execute on marketing plan, inclusive of market segmentation, positioning, and multi-media collateral (e.g., website, marketing materials)

·         Identify other customer segments to expand to and execute on sales in over time (e.g., B2B2C, other sites)

 

Consumer Customer Account Management

·         Own membership renewals and any customer questions or issues related to membership overall (the site Practice Manager will be expected to handle day to day, care-related membership issues)

·         Ensure customer voice is heard, understood, and infused in our service offerings and delivery model

 

Team Leadership & Management

·         Build & manage team, developing and scaling them within a start-up environment to support these activities

Qualifications                   

 

We could see a few different types of people excelling in this role, and are open to different profiles as such.  For example, someone who has succeeded in a high-end retail/customer-focused business could be equally successful as someone who understands the concierge health care market.

 

Education and Experience

·         Bachelor’s Degree required; Master’s Degree preferred

·         Minimum of 10 years of professional experience in the health care industry

·         Proven track-record of owning a sales cycle from start-to-finish

·         Experience managing multiple, high-touch clients with a “do whatever it takes” service mentality

·         Experience with leading management consulting firm(s), leading health care services firms, and/or high-growth/scaled health care or high end-retail startups preferred

·         Experience in a fast paced, high growth yet corporate environment

 

Additional Skills and Qualities

·         Strong communication and presentation skills, including expertise in presenting and selling across multiple media (e.g., online, in person, during a tour)

·         Self-motivated team player and problem-solver

·         Ability to wear many hats – from being open to being a player/coach to hitting sales targets to operating with a “do whatever it takes” customer service ethos

·         Passion for health care as evidenced by academic or personal pursuits and/or professional experience

·         Ability to operate simultaneously in an entrepreneurial environment while also managing multiple stakeholders inside a large organization

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