Well-being / EAP Account Manager

Gaithersburg, MD
Apr 06, 2019
Apr 02, 2019
Full Time
The Well-being Strategist maintains extraordinary relationships with company clients for Adventist HealthCare LifeWork Strategies. The Well-being Strategist will outreach, plan, strategize, motivate and engage clients in annual well-being and EAP programs as well as additional programs and services for the company throughout the year. They will manage and evaluate the engagement and technical performance of company programs. The Strategist will be innovative, organized, nimble and enjoy being challenged in an ever-changing well-being environment. Healthcare experience a plus. They will assist in developing new business and expanding our product & service lines. The Well-being Strategist designs and ensures adherence to client master plans and schedules, develops solutions to program problems, and directs work of others assigned to program from various departments. Ensures projects are completed on time and within budget.

Work Schedule:

Principle Duties and Responsibilities:

  • Assists with and/or manages and provides high level service to assigned accounts to support client retention and meet/exceed client expectations.
  • Supports department goals and objectives set out by the department director and works to ensure results meet/exceed department practices and standards.
  • Provides high level of proactive service to support the retention of clients. This includes providing timely response and follow up; routine outreach to provide program utilizationreview and/or program consulting; assessing client status, concerns and expectations; and maintaining positive working relationships.
  • Identifies client goals and resources, consults client on best practices, and develops customized strategic wellness plan, based on the unique goals and objectives of the client.
  • Assesses client program needs through the collection and analysis of quantitative/qualitative data in order to develop a client's incentive program strategy and annual program plan.
  • Identifies, understands and resolves client issues, keeping leadership abreast of issue status and escalating high level issues to ensure appropriate response and resolution. This includes establishing timelines for deliverables, when appropriate, and maintaining positive relationships while resolving issues.
  • Collaborates with the corporate benefits team to gather data and work with benefit providers. Maintains confidentiality of all member, practitioner, client and proprietary information.
  • Assists in training new staff including mentoring/shadowing and creating training materials and resources.
  • Ensures timely and accurate key departmental and interdepartmental documentation of client interactions, activities, and issues, including client files, implementations and renewals, and other assigned documentation.
  • Stay current on trends for corporate wellness, regulatory changes and general market practices.
  • Serves as program consultant and subject matter expert.
  • Aids in the negotiation of contracts and contractual changes and coordinates preparations of proposals, plans, specifications and financial conditions of contracts.
  • Ensures adherence to master plans and timelines; develops solutions to program problems and directs work of others assigned to program from various departments.
  • Conducts regular client meetings, face-to-face, telephonic or via webinar, as well as onsite client review.
  • Performs other duties and responsibilities as assigned

Required Knowledge, Skills, Abilities, and Other Characteristics:

The Well-being Strategist is innovative, energetic, organized, and computer/internet savvy with a deep interest in health and well-being. A strong commitment to quality in all aspects of program planning, implementation, and communication and evaluation is a must. Strong attention to detail with great organization, analytical, and prioritization skills.

Experience and characteristics may include:
  • Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
  • Demonstrated understanding of employer well-being programs, specifically the Employee Assistance Program (EAP) and applicable employer wellness programs.
  • Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
  • Demonstrated ability to manage multiple clients and effectively organize, prioritize, multi-task and manage time.
  • Demonstrated accuracy and productivity in a changing environment with constant interruptions.
  • Demonstrated ability to professionally consult with and manage complex clients with multiple products and locations in an efficient and effective manner.
  • Demonstrated ability to assess information, problems, issues, situations and procedures and seek support from manager when appropriate.
  • Ability to exercise strict confidentiality in all matters.
  • Ability to work independently, take initiative and contribute to new ideas.
  • Familiar with standard concepts, practices, and procedures in wellness trends.
  • 3-5 years program management experience
  • Outstanding verbal, phone and in person, and written communication skills (email, client presentations and internal documentation/reporting).

Tobacco Statement

Tobacco use is a well-recognized preventable cause of death in the United States and an important public health issue. In order to promote and maintain a healthy work environment, Adventist HealthCare will not hire applicants for employment who either state that they are nicotine users or who test positive for nicotine use.

Adventist HealthCare will withdraw offers of employment to applicants who test positive for Cotinine (nicotine). Those testing positive for cotinine are given the opportunity to re-apply in 90 days, if they can truthfully attest that they have not used any nicotine products in the past ninety (90) days and successfully pass follow-up testing.

Equal Employment Opportunity

Adventist HealthCare is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Similar jobs