Associate Director, Client Partner (DentaQuest) - Denver, CO

About this role

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.  

DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

  Job Description:

Location: Candidate must be located in the Denver, CO Area.

The opportunity:   The Associate Director, Client Partner is responsible for contract management, business performance, client retention, staff development and growth of the current business in the local market. 

How you will contribute:   • Responsible for on-going, effective communications and service to the current clients via on-site meetings, conference calls, and day-to-day interaction.

• Manage overall P&L for the region, including managing loss ratio to predetermined target.

• Generate new business opportunities within existing accounts.

• Meet with Sales Director monthly to review prospect opportunities.

• Provide on-going leadership for all DQ staff on administration of the client’s program, and communicate information accurately and efficiently, to ensure that DQ is meeting and exceeding client expectations, and the terms of the RFR and contract.

• Proactively identify client expectations, communicate expectations to DQ staff, and ensure expectations are delivered effectively. Proactively resolve issues and strengthen relationships at various professional levels within the client’s organization.

• Develop and maintain relationships with key contacts in various healthcare and community-based organizations, including through participation on internal DQ committees.

• Represent DQ at health fairs, conferences and advisory meetings through the State.

• As applicable, directs/manages process that increase member access by strengthening outreach programs and provider networks.

• Support innovative business practices and process improvement opportunities for current and prospective clients (e.g., P4Q, QARR, ER Diversion).

• Draft and negotiate Amendments to Dental Service Agreements as necessary.

• Monitor changes in regulations and fee schedules, and ensure compliance with state and federal guidelines.

• Ensure timely and accurate reporting to clients.

• Responsible for ensuring Office Reference Manuals are kept up to date, corrective action plans are implemented and client audits are organized effectively. 

• Manages process for obtaining program requirements, documentation, support and other special requests from clients, providers and other organizations.

• Provide leadership and supervision to local DQ staff. Responsible for the determination and implementation of performance and wage evaluations, performance improvement plans, disciplinary processes, and terminations for local staff, in accordance with company policy.

• Provides regular updates to senior management on internal and external issues affecting market performance.

• Other duties as assigned.

• Manages project(s) and/or consultant(s) dedicated to increasing quality scores in a given market or locality, in collaboration with Outreach team and senior leadership.

• Support the design and implementation of client or DQ-driven benefit designs, in consultation with clinical management and operations teams.

What you will bring with you:   • Bachelor’s Degree

• Five years’ experience working with external clients/customers; proven track record of providing superior service to internal and external customers.

• Three years’ experience in a supervisory/management role.

• Superior organizational, written and oral communication skills, particularly presentation skills.

• Knowledge of group benefits. Proven ability to provide consultative services to proactively meet customer needs, using management reports, offering training opportunities and recommending innovative solutions.

• Ability to work independently and as part of a team.

• Proficient with general computer software including Microsoft Excel, Word and Outlook.

• Demonstrated ability to solve complex business problems.

• Ability to make good judgment conclusions based on data available with minimal supervision.

• Ability to prioritize and organize multiple tasks with tight deadlines.

• Excellent customer service skills.

• Up to 30% travel

• Ability to efficiently operate all job-related office equipment.

• Ability to communicate via telephone and work in virtual teams.

• The office environment is active with high voice levels and interruptions that may challenge hearing and concentration.

Physical Demands • Ability to work in a traditional professional office setting/remote environment.

• Ability to effectively operate computer equipment.

• Work schedule may vary and is determined by project schedules.

Salary: Salary Range: $101,700 - $152,600

At our company, we are committed

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