Director, Account & Organizational Services

CNSI, Kepro, and Espyr are now Acentra Health! Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the company’s mission, actively engage in problem-solving, and take ownership of your work daily. Acentra Health offers unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes, making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Acentra seeks a Director of Account & Organizational Services (Remote U.S.) to join our growing team.

The Director of Account & Organizational Services is responsible for overseeing and optimizing the performance of our account management and organizational services teams across our EAP book of business, focusing on fostering strong client relationships and ensuring client satisfaction and account retention. You will work closely with cross-functional teams to develop and implement strategies that align with business objectives and exceed client expectations. This role involves leading a team of managers responsible for account management and EAP services provided at the manager and organizational support level, which includes training, management consultations, formal referrals, and critical incident responses.

Job Summary:

• Team Leadership:

• Set clear goals, objectives, and performance expectations for team members.
• Conduct regular one-on-one meetings, performance evaluations, and coaching sessions to drive professional development and performance improvement.
• Foster a collaborative and high-performance team culture that emphasizes accountability, teamwork, and continuous improvement
• Foster a client-centric culture within the team and across the organization.
• Client Relationship Management:
• Oversee the management of client accounts, ensuring proactive communication, problem resolution, and client satisfaction.
• Serve as a point of escalation for complex client issues and collaborate closely with team members to resolve them effectively.
• Provide guidance and support to account managers in developing and maintaining strong, long-lasting client relationships.
• Collaborate with the account management team to develop strategic account plans, evaluate and mitigate risk, and identify account growth and expansion opportunities.
• Strategy Development:
• Develop and implement a comprehensive account management strategy focused on developing and maintaining strong, long-lasting relationships with key clients, anticipating client needs, and proactively addressing them to ensure client satisfaction and retention.
• Identify opportunities for account expansion and collaborate with sales and marketing teams to capitalize on them.
• Identify and prioritize initiatives to enhance the delivery of EAP services provided to EAP client organizations and managers while ensuring efficiency, client satisfaction, and clinical excellence.
• Monitor industry trends and best practices.
• Cross-Functional Collaboration:
• Collaborate effectively with cross-functional teams, including sales, marketing, operations, and member care, to ensure alignment and support for initiatives.
• Communicate regularly with internal stakeholders to provide updates on team performance, client relationships, revenue growth opportunities, and initiatives.
• Serve as a liaison between clients and internal teams to ensure clear communication and alignment on deliverables and expectations.
• Performance Metrics and Reporting:
• Define and track key performance indicators (KPIs) related to account management, organizational service delivery, and outcomes.
• Prepare and present regular reports on account performance to senior management.
• Utilize customer feedback and data to measure the effectiveness of initiatives.

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other education- and experience-related duties that management may deem necessary from time to time.

Requirements

Required Qualifications/Experience:

• Master’s Degree in a behavioral health field. Independent practice license in Clinical Social Work, Counseling, Marriage and Family Therapy, or Psychology.
• Proven experience (8+ years) in related roles. Prior EAP or behavioral health experience.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze, interpret, and present information.
• Proficiency in Microsoft 365.
• Strategic thinker with the ability to develop and execute effective account management strategies
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Customer-centric mindset with a passion for enhancing customer satisfaction and loyalty.

Preferred Qualifications/Experience:

• CEAP credential.
• Experience with substance misuse populations.
• Public speaking experience.

Why us?

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.

We do this through our people.

You will have meaningful work that genuinely improves people's lives nationwide. Our company cares about our employees, giving you the tools and encouragement you need to achieve the finest work of your career.

Thank You!

We know your time is valuable, and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may interest you. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at Acentra.com/careers/

EOE AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable Federal, State, or Local law.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide additional protection, security, and support for your career and life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.  

Compensation

“Based on our compensation philosophy, an applicant’s placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.”