Associate, Customer Relationships – Mount Sinai Health Partners

Job Description

 

 

The Mount Sinai Health System

Associate, Customer Relationships

 

Background

 

 

Mount Sinai is one of the largest U.S. health systems with a strong reputation for quality of care (18th ranked hospital in the U.S.) and research/education (18th ranked medical school in the U.S.).  We have ~40,000 employees working together to provide billions of dollars in high-quality care each year for millions of patients.

 

Our customers, however, are struggling to afford health care.  Whether they receive coverage from Medicare, Medicaid, their employer or labor union, all of them are grappling with an affordability crisis that threatens access to the high-quality health care we all need. 

 

Mount Sinai isn’t waiting for government to solve this problem.  In response, we are accelerating a transition to a business model focused on population health and customer value.  Mount Sinai Health Partners (MSHP) is the fast-growing team driving this transformation within Mount Sinai, made up of 400+ people with expertise in clinical care quality, care management, analytics, product development, and customer relationship management.  The MSHP team embodies the key qualities needed to lead this kind of change, especially a start-up mentality.

 

We have created within MSHP a Customer Value Team of 100+ people who are 100% dedicated to the non-government purchaser, i.e. the employers and labor unions who pay for the majority of health care and their covered lives.  This team assembles Mount Sinai's clinical and population health assets into product offerings (e.g., specialty care centers of excellence - COE, health centers at or near the worksite, insurance products), and sells them via multiple distribution channels.  We are looking for talented professionals to join this team with experience in product management, operations, sales and account management.

 

Each of these new product offerings will have value-generating 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, MSHP builds a primary and urgent care practice right at the employer’s worksite with a value-based financial model that enables the clinician to spend more time with the patient. For specialty care COEs, MSHP accepts a fixed-price for an episode of care (a “bundled price”) provided by a curated network of top physicians with new care pathways to ensure high value care.  For insurance products, we partner with like-minded payers to wrap a health plan around MSHP’s clinically-integrated network of physicians, hospitals, and other providers.  The goal of each product is to maximize the value for employers and their employees, mitigating the effects of the affordability crisis.

 

 

Role Summary

 

 

MSHP seeks an Associate, Customer Relationships to join the Customer Value Team. The Associate, Customer Relationships will maximize value for our customers by supporting and/or owning the relationship with a set of customers (large employers and/or plan sponsors), acting as the face of Mount Sinai. This is a highly visible role with significant opportunities to engage with senior leadership across Mount Sinai and to represent Mount Sinai with key stakeholders in the employee health benefits market place in New York and nationally.

 

 

Responsibilities

 

 

Strategic Customer Relationship Management

Develop and execute strategies to achieve customer goals for maximum value and to earn a greater share of their business for Mount Sinai – activities include: supporting the Senior Account Manager on or independently owning the customer relationship as the primary day-to-day contact, engaging with operations colleagues on the Customer Value Team to ensure successful implementations and ongoing operations, developing and executing customer employee campaigns, communicating the value delivered by Mount Sinai through regular customer review meetings, and identifying and executing on opportunities for additional product sales to existing customers.

 

Product Marketing and Sales

While not a primary focus for daily activities, the Associate Account Management will be asked on occasion to support marketing of MSHP products by representing Mount Sinai at key industry events and working with marketing colleagues on the Customer Value Team to execute direct marketing campaigns and public relations activities. The Associate Account Management may also on occasion support sales of MSHP products by working with sales colleagues on the Customer Value Team to develop sales materials, read/analyze RFPs, complete proposals, and coordinate presentations to customers.

 

Product Development / Continuous Improvement

Support the ongoing development of MSHP products by working with product management colleagues on the Customer Value Team to gather and analyze feedback from both buyers and users of MSHP products.

 

Qualifications     

 

 

Education and Experience

  • Bachelor’s Degree required
  • Minimum of 1-2 years of professional experience in the health care or customer service industry
  • Experience with leading management consulting firm(s), benefits consulting firm(s), and/or payer(s)
  • Experience in marketing and sales of healthcare products (ideally to large employers)
  • Experience with the direct management of customer relationships (ideally as the primary contact)  

 

Additional Skills and Qualities

  • Excellent analytical problem solving skills
  • Strong communication and presentation skills
  • High ambition for career success
  • Team player; values relationships with teammates
  • Work productively amidst ambiguity and complexity
  • Thrive in fast-paced, start-up work environment
  • Willing/able to roll sleeves up in a “do it yourself” start-up environment
  • Passionate to improve the status quo in health, developing a true system of health care
  • Expertise in Microsoft Excel and PowerPoint

 

 


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