Manager, Behavioral Health Client Success

$106,400 - $145,215/Yr

Horizon Blue Cross Blue Shield of New Jersey - Newark, NJ

Full-time - Manager

Newark, NJ

Insurance Carriers and Related Activities

About the position

The Manager of Behavioral Health Client Success at Horizon Blue Cross Blue Shield of Jersey is responsible for developing strategic approaches to behavioral health management at both market and account levels. This role involves establishing relationships with key accounts, ensuring contract compliance, and leading cross-functional teams to achieve client commitments. The position requires a deep understanding of behavioral health challenges and solutions, as well as the ability to deliver value to customers through effective sales strategies and client retention activities.

Responsibilities

• Leads Client Liaison team through management, development, and training of staff; develops and monitors goals; conducts annual performance reviews, and administers salaries for the staff.
• Develops and implements strategic and account-specific approaches to maintain contract compliance and satisfaction; partners with CBU leadership to execute BH buy up sales.
• Oversees annual sales and account management reporting cycle and ensures BH team preparedness for external presentations including all materials.
• Creates and maintains partnerships with internal and external customers through the development, implementation, and execution of BH strategic business plans that support client upsell and retention of profitable relationships for all lines of business (Commercial, Medicare, and Medicaid).
• Serves as the face and voice of Horizon Behavioral Health at various external meetings and calls, including sales presentations and operational meetings.
• Understands client structure and culture to apply this knowledge in business and retention planning for behavioral health services.
• Manages VIP cases and requests for elevated customer support; works cross-divisionally to resolve complex customer issues.
• Maintains relationships with key decision makers internally and externally, including CBU leadership and client account leadership.
• Develops strong relationships within the company to achieve BH customer service requirements and minimize performance penalty expenses.
• Serves as a client consultant regarding BH regulatory environment and compliance requirements.
• Provides active team leadership in addressing and resolving customer issues and complaints.
• Identifies opportunities, develops, and implements programs and solutions utilizing organizational resources.
• Creates ongoing and ad-hoc client reporting related to BH programs and services as needed.
• Oversees the analysis of data and reporting and executive summary development.
• Prepares and supports presentation of customer reports with meaningful analytics, trending, and recommendations for program improvement.
• Ensures all client reports have an executive summary and explanation of data.
• Provides in-person and virtual trainings for clients and internal team members around BH challenges, programs, and services.
• Ensures BH customer and account-facing services are provided in a consistent timely fashion.
• Demonstrates the value of BH solutions and identifies opportunities for upselling additional services.
• Responds to RFPs for new and existing business related to BH and supports CBU on all renewal activities.
• Owns overall account satisfaction related to behavioral health operations.
• Stays abreast of market trends and assists with the development of strategic approaches to management of national/corporate accounts.
• Responsible for BH education, implementation, and monitoring of relationships with ASO clients.
• Creates BH presentation materials and facilitates client presentations and meetings.

Requirements

• High School Diploma/GED required; Bachelor's degree preferred or relevant experience in lieu of degree; Master's preferred.
• Minimum of 10 years managed behavioral healthcare or related experience required.
• Advanced experience in account management and customer relations is necessary.
• Knowledge of the regulatory environment including state-specific laws, mandates, and regulations is required.
• Knowledge of BH, managed care, and health insurance industry is essential.

Nice-to-haves

• Familiarity with contracting concepts is preferred.

Benefits

• Comprehensive health benefits (Medical/Dental/Vision)
• Retirement Plans
• Generous PTO
• Incentive Plans
• Wellness Programs
• Paid Volunteer Time Off
• Tuition Reimbursement