Client Management Manager

About this role

MediCard Phils., Inc. is one of the country's leading HMO and the only HMO founded and run by Doctors. Since its inception, the concept of service-oriented total health care has been the molding ideal of MediCard. The competition is vast, and the benefits being offered by the competitors are tempting. However, MEDICard has taken the lead in providing innovative and productive ideas that cut down the cost of health maintenance without compromising its quality.

MediCard now boasts of more than half a million members and over 54,000 accredited doctors in over 1,000 hospitals and clinics nationwide. It also operates 16 MediCard free-standing clinics that provide services at par with those offered by hospitals minus the confinement.

MediCard is currently looking for assertive, dynamic and energetic individuals to fill up the following vacancy:

The Client Relationship Manager is responsible for managing and strengthening relationships with assigned corporate accounts to drive client satisfaction, retention, account growth, and long-term partnership value. The role serves as the primary point of contact for clients, ensuring seamless service delivery, proactive issue resolution, effective renewal management, and coordination with internal stakeholders to meet client needs and business objectives.

Key Roles and Responsibilities1. Client Relationship Management Serve as the primary relationship owner for assigned corporate accounts.

Build and maintain strong, long-term relationships with key decision-makers and stakeholders.

Conduct regular business reviews and engagement activities with clients.

Understand client business priorities and identify opportunities to enhance value and utilization.

Proactively manage client expectations and ensure exceptional customer experience.

• Account Retention and Renewal Management Lead renewal planning and engagement activities within prescribed timelines.

Monitor account health and identify retention risks early.

Develop and execute account retention strategies in collaboration with internal stakeholders.

Support pricing, benefit reviews, and contract renewal discussions.

Maintain high persistency and renewal rates across assigned accounts.

• Service Delivery and Issue Resolution Coordinate with Operations, Medical Services, Claims, Billing, Provider Management, and other support functions to address client concerns.

Ensure prompt resolution of escalated issues and service requests.

Monitor service performance and compliance with agreed service standards.

Drive continuous service improvement initiatives based on client feedback.

• Account Growth and Value Enhancement Identify opportunities for account expansion, benefit enhancements, and additional service offerings.

Support rate action discussions and implementation.

Analyze utilization data and provide recommendations that balance client satisfaction and business sustainability.

Collaborate with Corporate Sales teams on upselling and cross-selling opportunities.

• Reporting and Business InsightsPrepare account performance reports, utilization analyses, and management updates.

Track key account metrics, renewal status, service issues, and client engagement activities.

Maintain accurate account documentation and relationship management records.

Present account insights and recommendations to management and clients.

• Compliance and Governance Ensure compliance with company policies, contractual commitments, and regulatory requirements.

Maintain proper documentation and account records.

Support audit and governance requirements related to client servicing and account management.

Key Performance Indicators (KPIs)Renewal Persistency Rate

Client Satisfaction Score (CSAT)

Revenue Retention Rate

Rate Action Achievement

Account Growth / Upsell Opportunities Generated

Service Level Compliance

Escalation Resolution Turnaround Time

Client Engagement Activities Completed

Accuracy and Timeliness of Reporting

Communication RequirementsInternalCorporate Business Team

Operations

Medical Services

Claims

Billing and Collections

Provider Management

Finance

Legal and Compliance

Information Technology

ExternalCorporate Clients

HR Leaders

Benefits Managers

Procurement Teams

Brokers and Business Partners (where applicable)

Minimum QualificationsEducationBachelor's Degree in Business Administration, Marketing, Management, Healthcare Administration, or related field.

ExperienceMinimum 5–8 years of experience in Client Relationship Management, Account Management, Corporate Sales, Healthcare, Insurance, or B2B Service Management.

Experience managing mid-sized to large corporate accounts.

Background in HMO, healthcare, insurance, employee benefits, or financial services preferred.

Knowledge and SkillsRelationship Management

Client Servicing and Retention

Negotiation and Influencing Skills

Presentation and Communication Skills

• Business Acumen
• Data Analysis and Reporting
• Problem Solving and Conflict Resolution
• Stakeholder Management
• Project and Account Coordination
• Customer Experience Management
• Success ProfileThe successful Client Relationship Manager is:
• Client-centric and relationship-driven.
• Proactive in identifying risks and opportunities.
• Strong in stakeholder management and cross-functional collaboration.
• Data-driven in decision-making.
• Skilled at balancing client satisfaction with business objectives.
• Capable of managing complex corporate accounts and executive-level relationships.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.