Customer Relationship Manager – based in North Carolina - Mount Sinai Health Partners

Job Description

 

Title: Customer Relationship Manager 

Dept.: Mount Sinai Health Partners 

Location: Morrisville, NC - 25% travel to NYC required


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.

 

At Mount Sinai, we have created a Customer Value Team that is changing how healthcare is delivered for employers and labor unions. These large purchasers of healthcare have seen the industry become increasingly fragmented with costs rising year over year and no corresponding increase in value for their businesses or their employees. The Customer Value Team assembles Mount Sinai's clinical and population health assets into product offerings designed to meet the needs of customers through custom-built offerings,  including Centers of Excellence for specialized procedures, Multi-Specialty Health Centers at or near the worksite, and Insurance Products tailored to the purchaser. Each product offering is grounded in service-excellence and population health best practices that drive better health and financial outcomes for the populations they serve.

 

We are looking for talented professionals with experience in sales and account management, product management, and operations to join us in redesigning the healthcare experience.

 

Role Summary


The Customer Value Team seeks a motivated Customer Relationship Manager to support the ongoing operations of a new health center. Mount Sinai has engaged a well-respected third-party health system to implement and oversee the operations for a dedicated onsite concierge health center at a large financial industry firm in Morrisville, North Carolina. The Customer Relationship Manager will serve as a liaison across the three entities, building strong relationships with all groups to successfully facilitate transparent communication and the seamless execution of day-to-day operations and customer needs.

In partnership with the broader CV Team, the Customer Relationship Manager will develop wellness events, marketing materials, and other collateral to engage employee customers and promote the offerings of both the North Carolina and New York health centers. The role will also provide support, as needed, to the Raleigh health center team in addressing employee customer inquiries and feedback. This is a highly visible role with significant opportunities to engage with senior leadership within MSHP, our customer, and the third-party health system. Over time, as the Customer Value Team continues to grow and add additional customers across the nation, the Customer Relationship Manager will have the opportunity to take on additional responsibilities by supporting regional accounts.

Responsibilities

 

Strategic Customer Relationship Management

          Serve as the liaison between the customer, Mount Sinai, and the third-party health system, as well as the primary day-to-day contact for all parties’ needs related to the Raleigh Health Center.

          Participate in customer meetings as the voice of the employee customer, surfacing examples of positive impact, opportunities to improve, and the overall value of the Health Center to the customer.

          Coordinate with the New York-based Mount Sinai team to deliver on Raleigh-specific reporting needs, such as operational updates, performance metrics, issue resolutions, and other measures as requested by the customer.

          Partner with Health Center staff to ensure transparent customer communication, including operational needs and coordination of onsite events.

 

Wellness Programs and Marketing

          Develop wellness programming customized for both the Raleigh and New York locations, in partnership with the New York-based Mount Sinai account team.  Specific tasks will include completing  research to ensure offerings are market-leading, identifying potential assets to leverage within UNC and Mount Sinai, and building an annual wellness event calendar in-line with seasonal needs.

          Create health center marketing materials, including but not limited to service- or health topic-related flyers and TV screens, custom swag for events, and setting up promotional tables in the customer’s common areas to talk to employees about the health center.

          With support from the New York-based Mount Sinai account team, lead the execution of wellness events and campaigns, including securing speakers/resources from UNC and Mount Sinai, educating the Health Center teams on the programs,and participating in the set-up/clean-up onsite for the event itself.

          Occasional travel to New York to assist with executing in-person wellness events will be required.

 

Operations Development and Support

          Partner with the third-party health system to research and develop a referral network for all care that needs to be referred offsite.

          Establish relationships with referral sites to understand capacity, processes, and best practices for sending health center referrals to those sites.

          Serve as the subject matter expert for the customer’s benefits. Educate and support health center staff on benefits questions and connecting patients to the best care for their needs.

          Track feedback from vendors, suppliers, and providers to continually ensure efficiency.

          Provide process improvement or other support to the onsite Health Center team and the Mount Sinai, as needed.

 

Qualifications                   

 

Education and Experience

        Bachelor’s Degree required

        Minimum of 1-2 years of professional experience in healthcare, customer service or retail

        Experience with health insurers, health care systems, and/or consulting firms a plus

        Demonstrated experience successfully building trust and influence through professional relationships

 

Location Details

        Job location: Morrisville, NC

        Willingness to travel to New York up to 25%

 

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, Word, and PowerPoint


Who We Are

Over 38,000 employees strong, the mission of the Mount Sinai Health System is to provide compassionate patient care with seamless coordination and to advance medicine through unrivaled education, research, and outreach in the many diverse communities we serve.
 
Formed in September 2013, The Mount Sinai Health System combines the excellence of the Icahn School of Medicine at Mount Sinai with seven premier hospital campuses, including Mount Sinai Beth Israel, Mount Sinai Beth Israel Brooklyn, The Mount Sinai Hospital, Mount Sinai Queens, Mount Sinai West (formerly Mount Sinai Roosevelt), Mount Sinai St. Luke’s, and New York Eye and Ear Infirmary of Mount Sinai.
 
The Mount Sinai Health System is an equal opportunity employer. We comply with applicable Federal civil rights laws and does not discriminate, exclude, or treat people differently on the basis of race, color, national origin, age, religion, disability, sex, sexual orientation, gender identity, or gender expression. 

EOE Minorities/Women/Disabled/Veterans

 

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