Dir, Key Account - Health Systems
At a glance
Mid-level Account Management role at Quest Diagnostics Careers. Secaucus · full-time · $165,000–$185,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Build durable relationships with health system clients while protecting retention and finding upsell opportunities
- Own assigned co-lab accounts, coordinating Commercial, Operations, Lab Ops, Finance, Supply Chain and support teams
- Interpret laboratory management agreements and oversee amendments, renewals, contracted services and account P&L
- Create plans to limit attrition, support onboarding, improve service levels and resolve customer issues
- Lead Business and Lab Committee meetings, connect with executive and laboratory leaders, and complete Top 200 reviews
What you bring
- At least eight to ten years in a high-volume health system customer service setting or a closely related environment
- A bachelor’s degree is required for this role
- You understand P&L, pricing, billing, financial metrics and how different departments function together
- You can earn trust with senior leaders, present clearly, and explain complex business matters in writing and conversation
Who this fits
You’ll suit a senior account leader who can work with medium and large health systems, engage C-suite and laboratory executives, and act as the customer’s internal advocate. The position may be remote and requires travel between twenty-five and fifty percent. The stated pay range is $165,000 to $185,000 per year, plus a twenty percent annual incentive plan.
From the employer
Responsible for developing and cultivating long-term customer relationships and secure customer/revenue retention for the Company, always looking to expand our product and services through upselling.
Shields customer from Quest's complexity. Provides single point of objective business support and provides key client insights to Quest Senior Leadership. A collaborative liaison who helps customers achieve their goals, manages contract and financial aspects, and advocates when necessary to see resolution of their issues. This position may work remotely.
Pay Range: $165,000 - $185,000/year + 20% Annual Incentive Plan
Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.
Benefits Information: We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:
Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
Best-in-class well-being programs
Annual, no-cost health assessment program Blueprint for Wellness®
healthyMINDS mental health program
Vacation and Health/Flex Time
6 Holidays plus 1 "MyDay" off
FinFit financial coaching and services
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
Employee stock purchase plan
Life and disability insurance, plus buy-up option
Flexible Spending Accounts
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities
And so much more . . . !
- Primary co-lab account owner. Client group will consist of mostly health systems clients of medium/large size and complexity, but with a small health systems clients as may be required.
- Identify new opportunities and work with health systems/co-lab leadership to develop strategies, tactics and resource plans necessary to drive profitable growth.
- Understand and interpret laboratory management contracts and drive appropriate execution. Manage process to amend and renew contracts for assigned accounts as directed by changes in hospital requirements and approved by the Business and/or Lab Advisory Committees.
- Develop relationships with business and medical senior leadership and key contacts at hospital clients and represent Quest Diagnostics on the Business Committee as assigned.
- Proactively partner with Commercial and Operations teams to ensure smooth transition of new customers and maintenance to minimize business risk.
- Develop strategic plans to reduce attrition and at-risk customers. Participates in new customer onboarding and optimizing customer service levels, acting as a main point of contact and communication point between the customer and various internal Quest functions, including, but not limited to, regional Lab Ops, co-lab center-led functions (BD, Supply Chain, Finance), and other Customer Support functions.
- Responsible for maintenance of contracted services and management of P&L.
- Connect regularly with customer C-suite and laboratory leadership continue to see and appreciate our value proposition.
- Lead and conduct required Business Committee and Lab Committee meetings and voting.
- Complete Business reviews for Top 200 hospital clients.
Required Work Experience:
- Minimum of 8 – 10 years' experience in a high volume, health system customer services environment, direct or adjacent.
- Must have a global understanding of department functions.
Knowledge:
- Customer service background—problem solver.
- Possess strong general business acumen, understanding financials and metrics (P&L, pricing, billing knowledge).
Skills:
- Strong presentation and Executive Presence; proven track record of gaining access and build trust with key leaders, able to articulate business needs and objectives.
- Excellent interpersonal and communication skills, including the ability to communicate complex issues clearly and concisely, both written and verbal.
- Ability to understand and articulate strengths, weaknesses, opportunities and threats in competitive offerings.
Education
- Bachelor’s Degree (Required)
Work Requirements
- Travel Required 25%-50%
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