Director, ICHRA Account Management and Implementation
Minneapolis, MN
Operations /
Full Time /
Hybrid
Hi, we’re Gravie. Our mission is to improve the way people purchase and access healthcare through innovative, consumer-centric health benefit solutions that people can actually use. Our industry-changing products and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way.
A Little More About The role:
We’re looking for a Director, ICHRA Account Management & Implementation, to oversee the teams responsible for best-in-class implementation and client retention in Gravie’s ICHRA solution. This position will ensure our employers’ and brokers’ experiences exceed expectations, and that the day-to-day operations of these departments are smooth and efficient. This is a brand-new role given Gravie’s rapid growth and sales in the ICHRA space.
You will:
· Provide oversight and guidance for two teams with 15+ members: the ICHRA Account Management and ICHRA Implementation teams.
· Develop a hiring model that scales with rapid growth.
· Build upon existing operational infrastructure to create a scalable process for account renewals that will result in best-in-class experience for Gravie’s employer customers, their employees, and their brokers/consultants.
· Review and refine metrics for the team, with particular focus on client retention and customer satisfaction, and then rigorously ensure teams are meeting or exceeding those goals in support with Gravie’s growth and EBITDA objectives.
· Provide guidance, mentoring and assistance to team managers in building strong client relationships and providing quality service.
· Continuously review and adjust processes and systems across the Account Management & Implementation teams to ensure efficiency and quality. Use data and analytics to ensure sound decision making and that processes and systems are effective and efficient.
· Identify opportunities for process automation via technology, and partner with internal product and engineering teams to define requirements and implement solutions.
· Work closely with departments like customer service, health plan administration, product, and compliance to ensure end to end great client service strategies are developed and executed.
· Help solve problems and identify what we can do differently to prevent problems from occurring in the first place.
· Step in to mitigate escalations, where necessary, and provide executive oversight during tricky or sensitive conversations with employers and brokers.
· Work with the Sales teams to ensure Sales rep needs are met while transitioning new sales to the Implementation Team.
· Ensure teams have comprehensive product knowledge and ongoing training, and that learning and development is a high priority.
· Demonstrate commitment to our core competencies of being authentic, curious, creative, empathetic and outcome oriented.
You bring:
· Bachelor’s degree
· 8+ years of experience in Account Management in the benefits industry, ideally with ICHRA-specific knowledge
· Proven success in leading and coaching a team
· A high degree of organization, accuracy and detail-orientation
· Strong project management skills
· Previous experience building processes from scratch
· An obsession with hitting deadlines and making sure work is delivered on-time
· Strong customer support skills
· Ability and willingness to travel up to 10%
Extra credit:
· Previous start-up company experience
Gravie:
In order to transform health insurance and build a health plan everyone can love, we need talented people doing amazing work. In exchange, we offer a great overall employee experience with opportunities for career growth, meaningful mission-driven work, and an above average total rewards package.
The salary range for this position is $120,000-$200,000 annually. Numerous factors including, but not limited to, education, skills, work experience, certifications, etc. will be considered when determining compensation. In addition to base salary, this position is also eligible to participate in Gravie’s annual bonus program. Stock options may also be awarded as part of the compensation package.
Our unique benefits program is the gravy, i.e., the special sauce that sets our compensation package apart. In addition to standard health and wellness benefits, Gravie’s package includes alternative medicine coverage, flexible PTO, up to 16 weeks paid parental leave, paid holidays, a 401k program, cell phone reimbursement, transportation perks, education reimbursement, and 1 week of paid paw-ternity leave.
A Little More About Us:
· We know healthcare. Our company was founded and is still led by industry veterans who have started and grown several market-leading companies in the space.
· We have raised money from top tier investors who share the same long-term vision as we do of building an industry defining company that will endure over the long run. We are well capitalized.
· Our customers like us. Our revenue churn is in the low single digits, in an industry where greater than 20% churn is common.
· Our culture is unique. We tend to be non-hierarchical, merit-driven, opinionated but kind people who thrive working in a high-performance, fast-paced environment. People at Gravie care deeply about making a positive impact in the lives of the people we serve. We may not be the right place for everybody, but if you get energized by doing work every day that focuses on putting consumers at the front of the line, we could be a great place for you. It takes unique people and diverse perspectives to deliver our results. We encourage you to be your authentic self – we like you that way.
