Head - Account Management

Company Description

Servare Healthcare Insurance Broker Inc. is a duly licensed HMO Broker by the Philippine Insurance Commission. The company focuses on providing customized and comprehensive end-to-end healthcare services to individual and corporate accounts. Servare Health, in partnership with leading HMOs, aims to improve employee benefits and support employee health through innovative solutions.

Role Description

As the Head - Account Management, you will lead the management of Servare’s portfolio of client accounts, ensuring exceptional customer satisfaction, retention, and overall service quality.

Client Account Management

• Leads the overall management of Servare’s client portfolio, ensuring high levels of customer satisfaction, client retention, and service quality.
• Serves as a key point of contact for Servare's clients and ensures their HMO requirements and concerns are properly addressed.

Customer Care

• Works closely with the Customer Care Head to ensure timely response and resolution of availment-related requests and concerns.
• Coordinates with partner HMOs to ensure client issues are properly addressed, resolved, and closed.

Client Visits

• Oversees the timely scheduling and completion of client visits, including utilization reviews and quarterly kumustahan.
• Builds and maintains strong client relationships, gathers feedback, and provides support on HMO plan administration.

Wellness Programs

• Leads and monitors client wellness initiatives, including wellness lectures, Annual Physical Examinations (APEs), Executive Check-Ups (ECUs), and other wellness programs.
• Coordinates with healthcare providers and HMO partners to ensure the smooth and successful delivery of wellness activities.

Utilization Analysis

• Oversees the preparation, analysis, and presentation of client utilization reports in coordination with partner HMOs.
• Ensures timely submission of utilization reports and compliance with scheduled presentations for client companies.
• Provides insights and recommendations based on utilization trends to support client account management and renewal discussions.

Client Benefit Orientations

• Oversees and, when necessary, conducts client benefit orientations in coordination with the Business Development team.
• Ensures employees and client representatives have a clear understanding of their HMO plan coverage, benefits, and processes.

Network and Wellness Partnerships

• Identifies and leads the development, accreditation and onboarding of new healthcare provider and wellness partners.
• Maintains and strengthens existing partnerships to ensure the continued delivery of value-added benefits and services to clients.

Issue Recording and Resolution

• Monitors and tracks client issues and concerns from initial reporting through resolution.
• Ensures proper documentation and coordination with relevant internal teams, partner HMOs, and external providers.
• Drives timely resolution of issues and follows through to ensure satisfactory outcomes for clients.

Qualifications

• Candidates with background on Account Management with an HMO or a brokerage firm is highly valued, but not required
• Minimum 3 year of HMO sales experience is required
• Strong Customer Relationship Management and Account Management skills
• Strong communication and negotiation skills
• Knowledge of the healthcare insurance industry and HMO operations is a plus
• Ability to analyze data and trends for effective decision-making
• Proficiency in Microsoft Office software
• Bachelor's degree in Business Administration, Healthcare Management, or related field
• Willing to work for a start-up company

Benefits

• Competitive Salary up to 15 months based on performance
• HMO upon regularization