JANE CIANCIO
Pinnacle,NC
Summary
Integrity driven and results-oriented professional with 25 + years of experience in the Healthcare industry. Expert in strategic planning, creative problem, staff development, solving and managing multiple priorities in a high paced, demanding environment.
Overview
25
25
years of professional experience
Work History
Senior Director Strategic Accounts
Array Behavioral Care
07.2022 - Current
- Direct responsibility for strategic client accounts with multiple product lines
- Leadership role in consolidating the account management processes across the enterprise to be more client facing and strategic
- Implemented a client stratification tool to help focus account managers on the most strategic clients
- Lead a portfolio pricing project to evaluate client contracts and increase pricing, margin and revenue across the book of business
- Leads a team of high performing partner success managers for day-to-day client support and increasing revenue and product mix with our existing business
- Account management training to develop best practices and client longevity
- Developed cadence for clinical leadership interactions with clients.
Director of Account Management
MedCost Benefit Services
07.2020 - 07.2022
- Leader for 11 high performing TPA Account Managers, 4 Account Management Support staff and 7 Client Relations Representatives
- Served as client relationship lead for consultants, brokers, and clients, including C-suite decision makers
- Implemented a new staffing model to decrease the administrative burden on the Account Managers to free them up for relationship building and strategic consultations with brokers and clients
- Developed an Account Manager training program
- Devised and implemented a client risk scoring tool to proactively increase client retention efforts
- Worked to develop a companywide issue escalation process to increase cross-functional engagement and decrease the resolution time for client issues
- Improved the client renewal process to meet corporate renewal goal with a 100% improvement over the previous year
- Working on companywide transformation process as “voice of the customer”, including being the project lead for the External Communications Project.
Strategic Account Executive
ACCORDANT HEALTH SERVICES
12.2005 - 06.2020
- Responsible for strategic direction, overall satisfaction, retention, growth assigned book of clients with a focus on national, complex accounts
- Effectively lead multidisciplinary teams to provide best in class service resulting in 95- 100% client satisfaction ratings year over year
- Subject matter expert frequently called upon to position program value, determine process improvements and guide company direction in future initiatives and new product offerings
- Successfully negotiated client contract renewals worth $4 m per year for extended year terms
- Team sales leader 2017 - 2020
- Through strong business/professional relationships, facilitated sales into new markets that added $2M in revenue
- Developed ancillary product offerings that resulted in additional revenue.
Account Executive
ACCORDANT HEALTH SERVICES
01.2007 - 01.2014
- Oversight of health management service offering for assigned clients, functioning as the “business owner” to include, but not limited to expertise on company operations and business concepts, client retention, up selling, overall satisfaction and contract renewal, delivering key messages/findings regarding overall program performance and opportunities
- Created and maintained strategic business plans that aligned with client’s strategy and business focus
- Project Lead for multiple company initiatives, including new program development
- Successfully lead client audits with 100% pass rate
- Reviewed externally communicated company information for appropriate framing and positioning as well as clinical content for externally facing documentation.
Account Manager
ACCORDANT HEALTH SERVICES
01.2005 - 01.2007
- Day-to-day management of assigned clients to include, but not limited to servicing clients by ensuring contracting obligations are satisfied, problems and issues are resolved, and customer needs are met
- Interfaced with Implementation, Engagement, Clinical Operations, HealthCare Analytics, Finance, Business Development, Product Development, and Sales, as well as with the client, to ensure contract renewal
- Lead development of secure web-based client information system
- Facilitated and trained all internal staff as well as company client base on new system and functioned as project owner making decisions on any changes related to system.
Quality Improvement Coordinator
CAROLINA BEHAVIOR HEALTH ALLIANCE
06.2004 - 12.2004
- Responsible for all quality activities for this managed behavioral health company
- Generated all QI Reporting
- Processed complaints, grievances, and appeals
- Policy Procedure creation, maintenance, and implementation
- Chaired monthly QI meetings with staff, medical directors and community providers.
Provider Relations Manager
BEHAVIORAL HEALTH RESOURCES
11.2001 - 03.2004
- Management of behavioral health network consisting of over 1000 individual, practice and facility providers in North Carolina, Virginia, and South Carolina
- Successful contract negotiations inpatient and outpatient providers
- Implementation of new provider database management system
- Oversight of credentialing and re-credentialing behavioral health providers and facilities
- Reporting on QI measures related to behavioral health network.
Clinical Case Manager
BEHAVIORAL HEALTH RESOURCES
09.2000 - 11.2001
- Telephonic utilization management of mental health benefits for members of Partners National Health Plan of NC
- Inpatient and outpatient utilization review for behavioral health
- Novant Health Level II award winner for productivity.
Social Work II
HIGH POINT REGIONAL HEALTH SYSTEM
11.1998 - 09.2000
- Case management for inpatient psychiatric and substance abusing patients
- Facilitated groups for both inpatients and outpatients
- Individual therapy
- Community outreach via mental health screenings and focused talks on mental health issues to community groups.
Education
Master of Science in Community Counseling -
The University of North Carolina Greensboro
Bachelor of Arts in Biology -
Indiana University, Bloomington
Skills
- Collaborative Leadership
- Team Building and Motivation
- Practice Operations Management
- Core Values Management
Personal Information
Title: NC Licensed Professional Counselor, #3337
Timeline
Senior Director Strategic Accounts
Array Behavioral Care
07.2022 - Current
Director of Account Management
MedCost Benefit Services
07.2020 - 07.2022
Account Executive
ACCORDANT HEALTH SERVICES
01.2007 - 01.2014
Strategic Account Executive
ACCORDANT HEALTH SERVICES
12.2005 - 06.2020
Account Manager
ACCORDANT HEALTH SERVICES
01.2005 - 01.2007
Quality Improvement Coordinator
CAROLINA BEHAVIOR HEALTH ALLIANCE
06.2004 - 12.2004
Provider Relations Manager
BEHAVIORAL HEALTH RESOURCES
11.2001 - 03.2004
Clinical Case Manager
BEHAVIORAL HEALTH RESOURCES
09.2000 - 11.2001
Social Work II
HIGH POINT REGIONAL HEALTH SYSTEM
11.1998 - 09.2000
Master of Science in Community Counseling -
The University of North Carolina Greensboro
Bachelor of Arts in Biology -
Indiana University, Bloomington
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