# Positions:	1		Division:	NRC Picker
Location:	US-NE-Lincoln
Posted Date:	October, 2011

  
SUMMARY OF WORK ENVIRONMENT, WORK PERFORMED AND DESIRED OUTCOMES OR RESULTS:

The Account Management environment is a progressive, fast-paced, healthcare, market-research environment. The Senior Account Manager (SAM) is responsible for general account administration, client retention, growth and patient experience improvement for our largest strategic clients.  In the area of general account administration, the SAM is responsible for the administrative and coordinative functions of their accounts, including coordinating workflow and communication for various internal NRC departments and the client.  In the area of client retention, the SAM has the ultimate responsibility for establishing and growing a relationship with the client to ensure the client is retained.   In addition to meeting the clients measurement and data integrity needs, the SAM will partner with the client and NRC internal resources to craft an improvement plan and ensure the client has access to improvement resources, as well as, share best resources, such as, collaborative and networking groups.

KEY DUTIES AND RESPONSIBILITIES:

• General Account Administration:
  • Serve as client’s primary NRC Picker point of contact
  • Work internally with NRC operations to ensure member’s data and survey tools are processed consistently and without error
  • Assist with the on-boarding of new clients or locations
  • Educate clients on use of reporting systems
  • Set up sample plans to align with client goals
  • Manage Catalyst user access
  • Administrative email, phone, travel and other communication

• Client retention and Growth:
  • Complete account reviews
  • Identifying up-sell opportunities and partnering with sales
  • Build long-term member trust and loyalty to retain 100% of clients
  • Ensuring NRC is well networked and engaged with client senior leadership

• Patient Experience Engagement:
  • Conducting goal setting
  • Finding resources for clients on key best practices
  • Educating clients on improvement planner
  • Arranging networking opportunities for clients
  • Finding speakers for webinars, networking events and networking calls
  • Ensuring clients attend educational events
  • Work with clients to improve patient/employee/physician experience scores within the healthcare system and/or individual hospital
  • Understand members’ objectives, initiatives, and strategic goals so NRC Picker may contribute to achieving said goals through partnership
  • Ensure members utilize our deliverables to improve patient/employee/physician experiences
  • Interact frequently with clients to conduct results presentations, account reviews, education sessions, improvement sessions, etc. 
  • Update clients on new information regarding public reporting initiatives, industry trends, and NRC Picker product innovations
  • Skilled in problem solving and executing solutions to meet internal and external goals in an environment characterized by multiple deadlines, changing priorities and client demands

JOB REQUIREMENTS:

Education:	Bachelor’s Degree required.
Experience:	5 + years of previous account management experience, with at least 2 years experience managing large, strategic accounts. A demonstrated interest and aptitude for healthcare organization engagement. Prior work experience in medical, pharmaceutical, or any other health care related area is preferred. A proven ability to conduct one-on-one meetings and present in front of C-level executives. Experienced in uncovering and recognizing all client needs. Skilled in providing service and solutions that meet or exceeds client’s needs.
Communication / Organizational Skills:	Excellent communication and interpersonal skills to communicate with teams and interface with members. Polished verbal and written communication skills, including the ability to deliver formal presentations, lead and participate in meetings, coach and educate members.  Ability to prioritize and attention to detail, accuracy and follow-through are essential.  Must be able to work with minimal supervision.  Organizational and Project management skills preferred.
Computer Skills:	Working knowledge of MS Word, PowerPoint, Excel and Outlook are essential.  Previous experience with business application software will be helpful, as is Sales LGX or other CRM database and ticketing software experience.  Incumbents are required to produce effective PowerPoint presentations, generate business correspondence and proposals, maintain CRM, track time and expenses, maintain internal calendars and handle internal and external e-mail.  Ability to use Internet search engines to retrieve member and industry data and to perform competitive intelligence is essential.
Travel:	The ability to travel a minimum of 50% of the time is critical.  The incumbent must be able to adapt to changing travel schedules, travel delays and inconveniences, and to develop alternatives in response to flight cancellations, etc.  A valid driver’s license is required.