Associate Director, Business Development & Customer Relations - Hospital & Healthcare at The Joint Commission in Villa Park, IL
Overview The position assists the Executive Director in managing the strategic development, growth, retention, and day-to-day operations and activities related to hospital accreditation programs. Responsible for all sales and account management within the hospital accreditation program, including initial survey volume, application, and revenue targets. Identifies and assists new and existing customers in the decision process to pursue accreditation and serves as the key contact for organizations who are eligible to pursue hospital accreditation. Serves as the lead business administrator for the program's customer relationship management database. Responsible for helping the Executive Director build and strengthen hospital and health system customer relationships. Supports customer relations and retention efforts for the hospital accreditation program through comprehensive analysis and report preparation of hospitals and health systems. Continuously monitors and assesses health system market changes using various resources and using creative thinking skills to collect, update, and readily distribute information to internal stakeholders as needed. Responsibilities Focus sales efforts on health systems, integrated delivery networks, and freestanding hospitals by pro-actively identifying potential targets, conducting business research, and meaningfully engaging key leadership contacts in the sales process. Actively contributes to the successful achievement of program performance objectives through proactive communication and collaboration with key internal stakeholders such as Account Executives, Standards Interpretation, Field Directors and Field Representatives, and the Department of Standards and Survey Methods. Assists Executive Director in setting performance expectations and in monitoring performance against established goals. Initiates contact and follow-up with organizations not yet accredited by the Joint Commission. Responds to all organizational and consultant inquiries about Joint Commission accreditation/certification programs. Maintains/manages assigned leads and prospects within the organization's contact management/sales database. Develops, analyzes, responds to data reports and customer inquiries within the Salesforce/contact management database, and documents communications in database as appropriate. Identifies opportunities, writes proposals, coordinates, prepares and delivers webinars, workshops, national and state presentations and events. Arranges, plans, and conducts external customer development & retention meetings. In collaboration with the Executive Director and other Joint Commission departments and staff to develop and execute strategies and tactics for retention and recruitment efforts for hospital accreditation program. Works collectively with Executive Director to help synthesize and communicate summary insights from various customer data sources such as customer loyalty surveys, customer exit/withdrawal documents, hospital advisory groups, and market research data relative to customer perceptions, needs, and wants. Represents, within The Joint Commission, the views of the field segments that make up the assigned accreditation programs. Promotes enterprise capabilities, company brand, and serves as the program representative at conventions, national meetings, and other external activities to help support new business and aid in customer retention initiatives. Collects input and identifies trends from the field that relate to the hospital accreditation program. Establishes a regular cadence of communication with existing customers by conducting proactive outreach and identifying customers who may be at-risk of exploring competitors in the hospital accreditation market. Provide regular feedback and articulates insights on industry trends and competitor intelligence that directly impacts the organization in order to enhance brand management. Leads and/or participates in, process improvement project teams and other internal work groups as assigned. Monitor and manage project teams to ensure timelines and milestones are achieved and project tasks are completed. Participates in the development testing, and execution of accreditation products, including education programs, publications, standards and survey process development, and any other products that support accreditation. Works collaboratively with state, payer and external relations staff to develop, sustain and further relationships with -key external stakeholders, as needed. Collaborates with other product line leaders within the organization to build a comprehensive understanding of customer needs in order to build unique value propositions to benefit the overall customer experience. Gathers and shares intelligence with other departments regarding the interests or concerns of current and prospective customers and key stakeholders. Other responsibilities as assigned. Qualifications Bachelor's degree required with 5
years of progressive healthcare experience. Master's degree preferred. Knowledge and familiarity with current healthcare and business economic landscape required. Excellent critical thinking and change management skills required. Results-oriented and dynamic team player with demonstrated experience managing multiple projects with high attention to detail. Anticipated travel requirements (up to 25%). SPECIAL SKILLS AND ABILITIES REQUIRED Excellent oral and written communication skills, with ability to communicate with internal and external executives and c-suite leaders. Effective public speaking skills. Able to organize and respond to complex information in a timely and effective manner. Self-starter, comfortable in a fast-paced and deadline-oriented environment. Skilled at developing and fostering relationships with key customers and stakeholders across the industry.
Salary Range:
$150K -- $200K
Minimum Qualification
Sales Management & Operations, Business Development, Healthcare ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
years of progressive healthcare experience. Master's degree preferred. Knowledge and familiarity with current healthcare and business economic landscape required. Excellent critical thinking and change management skills required. Results-oriented and dynamic team player with demonstrated experience managing multiple projects with high attention to detail. Anticipated travel requirements (up to 25%). SPECIAL SKILLS AND ABILITIES REQUIRED Excellent oral and written communication skills, with ability to communicate with internal and external executives and c-suite leaders. Effective public speaking skills. Able to organize and respond to complex information in a timely and effective manner. Self-starter, comfortable in a fast-paced and deadline-oriented environment. Skilled at developing and fostering relationships with key customers and stakeholders across the industry.
Salary Range:
$150K -- $200K
Minimum Qualification
Sales Management & Operations, Business Development, Healthcare ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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