Client Relations Coordinator
UR Medicine Employee Wellness is a rapidly growing business line within UR Medicine and the University of Rochester School of Nursing. Our success has been rooted in our ability to build strong relationships and deliver an exceptional client experience, which is the primary responsibility of the Client Engagement Manager. This position’s focus will be on engagement experience, contract compliance, and developing and maintaining a successful working relationship with contracted clients, from start to finish. Position is responsible for overall implementation, delivery, and management of wellness program initiatives to the contracted client to increase employee participation and engagement. Client Engagement Manager will use knowledge, experience, and relationships gained with each client to position CEW for repeat business year after year. Position works as a team member along with the CEW leadership, operations, nursing, marketing and communications, public relations, and data & outcomes, holding the overall responsibility to manage and drive program engagement. Advanced writing skills are required, as a key responsibility will be tailoring communications to assigned contracted client. Position also assists leadership with developing, implementing, and evaluating CEW mission and programs.
Under general guidance and with latitude for independent judgment and initiative:
Acts as the direct liaison to contracted clients; represents CEW at routine meetings with clients to ensure consistent high-quality experiences; as primary representative of CEW, manager must have credibility as a trusted advisor, industry expert and peer. Manager must be comfortable in a consulting capacity, working with multiple points of client contact, including senior and executive leadership, support staff, and end-users of the programs.
Works collaboratively with the Biometric Program Coordinator and Wellness Program Outreach Coordinator, working to best coordinate schedules and programming to fit the needs of the clients and meet contract goals while being as effective and efficient as possible under the lead of the Director of Operations.
Manages and coordinates all aspects of initial biometric implementation upon start of new contracts; this includes, but is not limited to: scheduling, staffing nurse levels to best meet needs of client while also ensuring efficient use of resources, communications, and coordination of internal resources. Works collaboratively with CEW team to communicate and resolve unique issues with each employer group.
The Client Engagement Manager is responsible for directing all marketing and communication efforts for clients, coordinating with the appropriate internal venues and partners to meet all of the client’s needs. Works directly with each client to develop and implement a marketing plan specific to their unique needs. Establishes timeline for communications to ensure that communication proactively exists between clients and all program participants; ensures the highest degree of client and end-user engagement. Works continuously to evaluate marketing strategies for effectiveness in outreach and engagement into programs and makes adjustments as needed. Sets goals and objectives for engagement; monitors, evaluates, and reports on progress towards contract goals. Takes initiative to resolve any issues or challenges that arise. Analyzes data, outcomes, and quarterly reports to measure effectiveness of current programming; recommends changes and adjustments as appropriate to have the most effective programming for the client’s needs, while also meeting contract goals. Also analyzes data, outcomes and communication analytics to best determine which communication/marketing tactics are most effective for diverse client portfolios; track marketing performance metrics, including lead conversion and ROI of marketing programs to drive URCEW goals.
Develops and maintains a collaborative communication plan and calendar of activities, communications and marketing efforts for CEW clients. Ensures plan is executed and revisions are made as needed. Consistently be aware of new tactics/strategies to increase engagement (ie. blogs, social media, video). As needed, perform additional communication tasks to support effective operations. Ensure the client communications build strong relationships and promote programs. Responsibility for consistency and accuracy of communications.
Tracks monthly metrics for all programs; recommends action in order to meet contract requirements.
Assist with preparation of presentations ensuring consistency and accuracy of content. Suggest ideas for program improvements based on best practices in publication standards as well as promotional aspects of activities/program to CEW leadership.
Becomes member of each client’s Wellness Committee as requested, to represent CEW and work to seamlessly promote program as part of client’s existing wellness initiatives.
Strategizes and coordinates wellness efforts to include event planning and wellness-related events; includes efforts to represent CEW independently in the community, or within clients’ organizations.
Bachelor’s degree and 3 years of experience in marketing, marketing communications, business or a related field; or an equivalent combination of education and experience. Use of car and a current NYS driver’s license is required. Significant experience in use of Microsoft Office suite (Outlook, Word, Excel, and PowerPoint) required. Experience in use of multiple software programs for e-mail marketing (MailChimp), design, online scheduling and online file sharing. Advanced communication and writing skills. Strong social media skills preferred.
The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled
Pay Range: $53,500 - $74,900 Annually
The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.
Location: School of Nursing
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 053
Schedule: 8 AM-5 PM