Janet Soutter
Crawfordville
Summary
Skilled account management professional with proven track record in fostering client relationships, driving revenue growth, and managing complex accounts. Known for strong focus on team collaboration, adaptability, and delivering results. Expertise includes strategic planning, client communication, and problem-solving. Highly reliable and flexible in meeting changing business needs.
Overview
19
19
years of professional experience
Work History
Account Manager II
Magellan Behavioral Health Systems
09.2015 - Current
- Oversaw all implementation and onboarding of new contracts as well as de-implementations.
- Responsible for maintaining and improving existing products, services and contracts.
- Maintained client’s audit schedule to ensure a proactive approach in supporting critical client compliance.
- Coordinated all customer audit preparation and execution.
- Assisted in the coordination with legal to ensure contract compliance.
- Contract understanding and detailed knowledge of business requirements.
- Oversaw reporting calendar to ensure timely submission.
- Analyzed data and reporting, and supported executive summary development.
- Maintained a thorough knowledge of Cost of Care and implications internally and for the client.
- Worked closely with the Account Management team to ensure performance standards are measurable and realistic to achieve and/or exceed to avoid penalties.
- Directly participated and supported the Account Executive on all renewal activities.
- Provided support to the Account Executive with RFP.
- Maintained knowledge of the company’s products and how multiple products are interdependent within the customer contract deliverables and clinical outcomes.
- Comprehended the customer’s structure and demonstrates the ability to apply this knowledge in business and retention planning for the client.
- Ensured all Customer and account-facing services are provided in a consistent and timely fashion.
Account Service Representative
Magellan Behavioral Health Systems
08.2010 - 09.2015
- Accountable for addressing assigned accounts service needs.
- Supported the Account Executive with the overall management of a complex book of products and services in order to achieve profitable retention of the accounts and to ensure account satisfaction.
- Developed expertise in an assigned area of specialty.
- Partnered and coordinated Magellan resources to achieve service and account satisfaction objectives.
- Served as the client advocate/interface to all internal stakeholders that 'touch' the client.
Follow-up specialist/care worker
Magellan Behavioral Health Systems
09.2007 - 08.2010
- Assisted with developing and implementing discharge plans while members were in treatment.
- Assisted with coordinating/scheduling follow up appointments after discharge.
- Worked closely with members to ensure they were compliant with their discharge plan.
- Served as a liaison between admitting facility and high volume provider groups managed by Magellan to ensure discharge appointments are timely.
- Assisted with reviewing and analyzed monthly/quarterly reports for quality improvement and participated in finding solutions for better outcomes for HEDIS.
CSA | Magellan Behavioral Health Systems, llc
12.2006 - 08.2007
- Responsibilities included answering incoming calls on eligibility, benefits, claims, and authorization of services from providers and members.
- Responsibilities also included the administration of intake documentation in the appropriate systems.
- Provided outstanding service to internal and external customers and strive to resolve member and provider needs.
- Researched and articulately communicated information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining strict confidentiality.
- Comprehensively assembled and entered patient information into the appropriate delivery system to initiate the EAP, Care and Utilization management programs.
Education
No Degree - Core Classes
Champlain College
MontrealGED -
Gwinnett
Lawrenceville, GA12-2008
Skills
- Account management
- Customer service
- Project Management
- Teamwork and collaboration
- Client relations
- Client relationship management
- Customer satisfaction
- Relationship building
Timeline
Account Manager II
Magellan Behavioral Health Systems
09.2015 - Current
Account Service Representative
Magellan Behavioral Health Systems
08.2010 - 09.2015
Follow-up specialist/care worker
Magellan Behavioral Health Systems
09.2007 - 08.2010
CSA | Magellan Behavioral Health Systems, llc
12.2006 - 08.2007
No Degree - Core Classes
Champlain College
GED -
Gwinnett