HealthHarmonie
Customer Account Manager
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About Medinet Group
Medinet Group is a dynamic healthcare organisation dedicated to delivering high-quality clinical services across the UK. Our integrated businesses—Medinet (insourcing), Remedy Healthcare Solutions (modular endoscopy), and HealthHarmonie (community specialist services)—collaborate closely with NHS and healthcare partners to enhance patient care, reduce waiting times, and deliver innovation in healthcare delivery. We're expanding into new clinical specialties and international markets, providing significant growth opportunities.
Role Summary
Our Customer Account Managers (CAMs) are responsible for ensuring excellence in our clinical service contracts ranging from 3 months to 3 years across our insourcing and modular services. As the primary interface between the customer and Medinet, the intention is to support them with the highest quality services such that we become, and remain, their long-term partner of choice for the provision of clinical services. You will be working in a hybrid manner—spreading your time across our regional offices, on customer sites, and working from home, as required.
Key Responsibilities
- Responsible for the leadership and success of a portfolio of contracts throughout their life cycle; from mobilisation, to growth, to renewal.
- Ensure we consistently deliver high quality, customer-ready services to agreed timeframes with minimal correction required.
- Be fully aware of deadlines for your work and for the rest of the team and ensure you and others can deliver against these.
- Know when and how to effectively flag concerns or issues in delivery.
- Prepare documents for customer meetings and internal and external meetings including weekly customer wash-up calls / service management calls.
- Ensure accurate tracking of all relevant customer data such as activity by speciality, spend against budgets, quality and performance metrics, and safety concerns.
- Participate effectively in customer meetings paying attention to objectives, time management, and meeting dynamics. Capture and share minutes and actions as required utilising company templates and processes.
- Independently lead meetings with customers representing Medinet's values and commitment to exceptional delivery of clinical services.
- Clearly prepare and present contract reviews, utilising accurate and timely data and analysis, drawing on expertise from across the business, communicated as highly polished presentations.
- Independently produce reports or documents and contribute to the management of producing full documents.
- Contribute, as required, to projects and tasks in line with Medinet objectives as required by your line-manager.
- Ability to prioritise workload and objectives to achieve set individual and regional KPIs.
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Skills
- Customer relationship management
- Project management
- Conflict and issue resolution
- Report writing, document management, presentations (e.g. Excel, Word, PowerPoint)
- Effective communication, including meeting management—written and verbal
Knowledge
- NHS structures, ways of working
- Understanding of basic clinical pathways
Attributes
- Highly organised—ensure all work is planned for and delivered in a timely manner
- Proactive—identifies issues before they become problems and takes action
- Collaborative—engages and enables the full expertise of team Medinet to ensure the customer receives the best we have to offer
- Detailed—notices the small things, ensures tasks are completed in full and cares about accuracy and presentation in equal measure
- Presentable, personable, calm, and clear—an ambassador for everything we do as a company.
Experience
- Managing high value customer accounts (£1M-£5M/yr)
- Healthcare (Likely secondary care but may include other healthcare settings)
- Project and/or service management
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