Account Manager (NHS)

POSITION:  Permanent, Full time 

LOCATION:  Fully remote with occasional travel in the UK 

SALARY:  £60,000 - £70,000

 

United by our vision. Leading with empathy. Pioneers in curiosity.

Healios exists to bring exceptional healthcare to anyone, anytime, anywhere.  By digitising entire clinical pathways, we enable children, adults and their family members to receive and seamlessly transition between clinical services from the comfort of their home. 

Innovation is at the heart of what we do as we strive to be the leading provider of neurodevelopmental and associated mental health services.  You can find out more about us by clicking here!

Healios is all about helping families feel better and that includes our own families too, which is why we embrace diversity in all its forms and offer unparalleled flexibility for our employees. For more information on what it’s like to be a Healios employee, and our hiring processes, take a look at our Notion page. 

“Great minds don’t think alike” 

From our talented tech teams to our standout clinical expertise, we’re bringing great minds together to build more accessible services. 

 

WHAT YOU WILL BE ACCOUNTABLE FOR

The Account Manager is primarily accountable to grow the financial value of each Healios account through existing contracts as well as cultivating new revenue opportunities. Your goal is to ensure key service decision makers view Healios as an embedded extension of their service and an integral part of their transformation and sustainability plans.

A key part of your role will be the Healios’ Net Promoter Score (NPS) in existing accounts you are accountable for.  Central to this role is exceptional skills and capabilities in stakeholder mapping and advocacy development across the key service decision makers and key influencers with existing accounts. 

Excellent interpersonal skills  is essential for successful customer relationship management with a focus on understanding the customers challenges, needs and goals in order to provide solutions which ultimately deliver impact, value, satisfaction as evidenced through increased financial value of the account, account retention rates and customer NPS results. 

 

YOU WILL BE RESPONSIBLE FOR:

• Developing customer relationships with the key decision makers within the NHS accounts you are accountable for and driving new revenue growth opportunities within the account.
• Developing a deep understanding of the customers short term challenges as well as mid term goals, collaborating with internal cross functional teams to create solutions which deliver impact and value for the customer.
• Planning and attending virtual and in-person meetings with all key service decision makers and target customers as per Healios KPI’s. 
• Mapping all key decision makers across the account, building a demonstrable and measurable plan to grow Healios brand advocacy, mobilising the advocates to help improve Healios NPS as well as cementing Healios’ position as a core partner within their long term sustainability and transformation plans.
• Planning, scheduling and facilitating regular account meetings with relevant external and internal stakeholders associated with the successful delivery of our commissioned services using qualitative and quantitative data to proactively track performance and anticipate any customer concerns 
• Updating all key customer information in the Healios CRM system
• Collaborating closely with internal teams such as Growth, Operations, Clinical, Finance, Product and Tech to ensure the customer has a coordinated experience of collaborating with Healios, delivering on time and in budget.
• Working with internal stakeholders to prepare customer reports which demonstrate impact and value by focusing on what matters most to the customer, clients and families we provided services for. 
• Staying attuned to forthcoming market changes which affect the needs and requirements of our customers, providing insights to inform company strategies which ensure we maintain a strong value proposition and a competitor advantage.
  
  

TO BE SUCCESSFUL IN THIS ROLE, BELOW IS WHAT WE NEED FROM YOU:

• Proven track record and demonstrable impact of influencing key decision makers into brand advocates as part of your customer relationship management strategy.
• Proven track record in not only retaining and maintaining account revenue, but also quantifiable evidence of how you have organically grown the account revenue by identifying new growth opportunities 
• Results-oriented, highly motivated individual with a proactive attitude toward nurturing existing relationships as well as building new relationships and advocacy amongst key decision makers and influencers. 
• Ability to thrive under pressure and successfully deliver upon the customers needs and goals within the constraints identified and agreed. 
• Excellent communicator and collaborator, able to efficiently and successfully work with both external and internal stakeholders to achieve the agreed objectives and Key Performance Indicators of the contract.
• Excellent facilitator able to successfully plan and facilitate both smaller meetings as well as larger workshops with both external and internal stakeholders where there is a clearly defined outcome and actions which get fully implemented and delivered.
• High emotional intelligence, able to seamlessly adapt your style and approach based on different customers persona’s and profiles for successful customer relationship management.
• Analytical and problem-solving capability with an ability to think laterally and creatively to achieve win-win outcomes.
• Demonstrable planning, organising and prioritisation skills, able to work with structured templates and frameworks for what good looks like which forms the basis for goal setting, tracking, reporting, learning and performance management as part continuous improvement.
• Strong understanding of the evolving NHS landscape and what matters most to NHS key decision makers who are accountable for commissioning and providing mental health and neurodevelopmental services.
• Willingness to travel within the UK for face-to-face meetings with key NHS accounts, attend briefings, and conferences on a regular basis.
• Commitment to a culture of openness, collaboration, accountability and performance with a curiosity and drive for continuous improvement. 
• Skilled in reporting and using data to inform decision-making and prioritisation.
• Passion for supporting individuals to improve their lives.
• Commitment to ethical practices and adherence to the highest standards of safeguarding adults/children.

WHAT WE WILL PROVIDE FOR YOU

• 25 days (including 3 days for the Christmas closure between Christmas and New Year + Bank Holidays) 
• Birthday Leave 
• "Life Leave" - 2 days of extra leave to take when things you can't plan for happen
• Contributory Pension Scheme 
• Fully personalised flexible benefits package including; Health Cash Plan, Life Assurance, EAP Service, Critical Illness Cover, employee discount and savings portal, Cycle to Work Scheme, Tech Scheme and Wine Club!
• Work from anywhere policy 
• Enhanced family friendly policies  
• Company laptop, monitor and keyboard, plus an allowance to purchase additional equipment
• CPD/Growth day per year, plus personal development allowance to invest in your growth 
• Bespoke Healios Training including schedule of monthly CPD for clinicians
• A collaborative culture where curiosity, creativity, experimentation and innovation are fostered 
• Autonomy to shape and design world leading clinical pathways that harness the power of combining technology with evidence-based interventions and a human touch
• A culture that challenges the status quo in pursuit of providing exceptional healthcare and an unrivalled experience for the clients and families we support

 

 

 

DIVERSITY AND INCLUSION

“Do the right thing” is one of our core Healios values. And building a diverse and inclusive workplace where everyone feels supported is absolutely the right thing to do. Whether we’re developing a new service line or enhancing one of our products, we need people with different skills, backgrounds, identities and perspectives to ensure our innovations will work for the children and young people we are here to serve. By embracing diversity, we can deliver better care experiences and outcomes, while tackling the inequalities in healthcare provision that exist today.

 

SAFER RECRUITMENT & PRE- EMPLOYMENT CHECKS 

Healios ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation, We will do our absolute best to keep the people that we support, safe from harm. This starts with our recruitment processes.

As part of our pre-employment checks, all employees of Healios will be asked to have a Disclosure and Barring Service (DBS) check. Dependent on your role within the business, this will either be an Enhanced or Basic. A Protecting Vulnerable Groups (PVG) check will be required. You will also be asked to provide two professional references as a minimum.