Division: Human Resources

Work Arrangement: Hybrid

Location: Houston, TX

Salary Range : $60,995 - $70,733

FLSA Status: Exempt

Summary

The Wellness Strategy Manager (WSM) is responsible for planning and designing engagement growth plans and executing and tracking them - including engaging the appropriate operational, actuarial and management teams as needed. Further, the WSM ensures the overall satisfaction of assigned clients while retaining and growing their book of business. This position requires developing and maintaining an excellent working relationship with clients, vendors, brokers, and internal departments, in addition to providing superior client management and client service while developing a thorough understanding of our industry.

Job Duties

Strategize

• Consult
  • Confidently evaluate, strategize, present, and implement wellness program designs that fulfill the clients' wellness goals and assist their members in achieving their healthiest lives.
  • Review population participation data with clients on a monthly, quarterly, and annual basis
  • Make strategic recommendations for program management and increasing member engagement.
  • Employ a consultative and solution-based approach to ascertain and articulate the Vitality value proposition with each client's strategic goals and objectives.

• Analyze
  • Identify and drive program components to increase member satisfaction utilizing trend data.
  • Proactively monitor and measure assigned client program data consistently.
  • Position, deliver and communicate client data.
  • Review performance metrics/guarantees to promote client satisfaction, profitability, and retention.
  • Research areas that do not perform as required and solve for these anomalies.
  • Work with management and actuaries to identify client requirements for improving annual wellness programming year-over-year.

• Dazzle
  • Proactively communicate with assigned clients and be their main point for contact for day-to-day operational support.
  • Represent the client's best interests within Vitality, ensure that all processes and procedures are completed, quality standards are maintained, and issues are resolved in a timely manner.
  • Always exceed client expectations.

Customer Focus

• Service
  • Quickly identify common ground.
  • Know when to persist and when to compromise.
  • Effectively negotiate to deliver a win-win outcome.
  • Seek to develop personal connections with others, motivated to achieve trusted advisor status.
  • Action Oriented.
  • Work smart and independently while maintaining a high level of responsiveness.
  • Seek out and tackle challenges while remaining focused on results.

• Ownership
  • Build successful, strong, and long-lasting relationships with the clients.
  • Adopt responsibility for strategizing, developing, and growing member engagement in the Vitality wellness program.
  • Facilitate client communications, resolve conflicts, and ensure that deliverables meet your clients' requirements - escalating as needed to advocate for your clients.

Team Player

• Share your clients' status, outcomes, results, and best practices with peers as well as management.
• Regularly monitor overall engagement, project status, opportunities, and risks.
• Build and reinforce interdepartmental relationships by driving excellence in communication, teamwork, and providing timely/quality deliverables.

Job Duties continued

Organize

• Keep thorough records of client interactions and actions taken.
• Update internal tracking documents and CRM to ensure all Vitality operational areas have accurate information for your clients.
• Provide reports and updates to management as scheduled or requested.
• Exhibit exceptional organizational and time and deadline management.
• Effectively manage expectations regarding outcomes, goals, and deliverables.

Communicate

• Demonstrate strong verbal and written communication skills.
• Effectively summarize meeting outcomes, keeping detailed action plans.
• Provide proactive client and broker service and outreach offering guidance, support, and program consultation.
• Implement and manage the effective delivery of client program enhancements including communication strategies as well as client and champ training.
• Prepare and coordinate formal presentations for clients and members regarding product, plan design, member education, service results and renewals.
• When applicable and based on qualifications/certifications, you may be asked to create courses, materials, and/or blogs related to overall wellbeing and the Vitality program.

Manage

• Flexibility
  • Be willing and able to handle multiple client accounts, projects, and tasks.
  • Know if, when and how to leverage available tools, support, and resources to complete tasks on time and within scope.
  • Be comfortable with frequent changes in a fast-past, growing business.

• Conflict Management
  • Read situations quickly and adapt accordingly.
  • See conflicts as opportunities not obstacles, maintain a professional demeanor, remaining calm under pressure.

• Decision Making
  • Utilize a mixture of data, analysis, wisdom, experience, and judgment to address and resolve concerns.
  • Be solution-oriented and agile when processing information and managing change.

Self-Development

• Be committed to continuous improvement and open to learning.
• Be motivated and seek out information and knowledge, improving business acumen and industry knowledge.

Minimum Qualifications

• Bachelor's degree.
• Two years of relevant experience.

Preferred Qualifications

• Bachelor's degree or Master's degree.
• Experience managing employer client(s) workplace health and/or well-being programs with proven success in driving employee/member participation in multiple programs.
• Work successfully at both a strategic and tactical level with internal and external stakeholders e.g.: brokers/consultants/employers/members/peers.
• Build and maintain strong relationships with internal and external partners/stakeholders.
• Proficiently manage and analyze data to build strategy to increase program engagement and determine/present program efficacy.
• Think critically with a focus on both current and future state, identifying and solving issues/roadblocks.
• Adeptly manage multiple priorities and excel in organization and prioritization in a fast-paced work environment, both collaboratively and autonomously.
• Demonstrate strong business acumen in all functions of decision making and strategic planning.
• Effectively and strategically add product components/features to client programs based on needs defined in analyzing data and goals of program.
• Consistently demonstrate excellent communications and presentation skills, adapting to diverse audiences and all levels of leadership up to C-Suite level.
• Employ strong organizational and time-management skills on a consistent basis.
• Identify and understand internal and external stakeholder needs and are adept at applying those needs to the goals of programs/projects/deliverables.
• Exhibit proficiency in Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.
• Up to 20% travel.

Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.

Requisition ID: 19481