AM Department Head Job Description  

General:

Oversee Lead SAMs: Provide direct leadership to SAMs, ensuring they are effectively managing the SAMs and AMs and are aligned with the department’s and company’s goals.

Strategic Alignment: Ensure SAMs and AMs align with the overall vision, goals, and core values of the company.

Audit SAM Performance: Conduct regular 1:1s and audits with Lead SAMs, focusing on coaching, feedback, and continuous improvement in their leadership and management of SAMs.

SAM Oversight

Coaching and Development: Provide regular coaching sessions for SAMs, evaluating their performance in managing AMs, and client and VA relationships. Identify gaps and offer training to strengthen their skills.

1:1 Audits: Perform 1:1 performance audits with SAMs to assess their effectiveness in meeting department objectives, and provide actionable feedback.

Monitor Escalations: Oversee Level 2 client escalations handled by SAMs and ensure proper follow-up and resolution in collaboration with SAMs and AMs.

Process Improvement Initiatives: Lead process audits with SAMs to identify and implement improvements in collaboration with other departments.

Performance Reviews: Review SAMs’ weekly reports on AM performance, client account status, and any critical issues. Provide strategic direction as needed.

Conduct 1:1s per month for the Lead SAMs.

Client and Account Management

Oversee SAM-Client Relationships: Ensure SAMs are effectively maintaining and nurturing client relationships, facilitating growth and retention.

Strategize Account Growth: Collaborate with SAMs to promote growth opportunities for client accounts, such as add-ons, referrals, and retention strategies.

Task Prioritization: Guide SAMs in prioritizing tasks for AMs and ensure clarity in execution.

Policies and Procedures

Policy Enforcement: Ensure SAMs are reinforcing department policies, procedures, and standards.

Client and VA Management

Client Escalation Management: Oversee SAM-led client-VA onboarding, clinic workflow reviews, and ongoing support to address client needs.

Dispute Resolution: Oversee .SAMs in handling client-VA disputes, cancellations, and escalations, stepping in and taking over the escalation when necessary.

Retention and Growth Strategies: Support SAMs in guiding AMs to develop retention strategies and foster client and VA satisfaction.

Departmental Reporting and Analysis

Weekly Reporting: Ensure SAMs deliver comprehensive weekly reports summarizing key account highlights, performance metrics, and AM team progress.

Deep Dive Analysis: Lead deep dive analysis sessions on Department performance, identifying trends, addressing inconsistencies, and ensuring optimal outcomes.

Ability to form positive relationships within the department and other stakeholders.

Understand performance metrics and can do evaluation and feedback for the SAMs and AMs, and setting clear targets.

Excellent record keeping, planning, implementing and evaluating projects/tasks

Skills on AM Tools - SF, TCW and others

Creativity and an innovative mindset

Extensive VA experience/background is a must

Trainer/ Coach experience or similar training experience a plus but not required

Displays in-depth experience and knowledge on the all MMM industries

Top 5 Non-Negotiable:

>4 years TL or Managerial experience

Medical & Business VA experience or knowledge

Data Analytics and Quality Control knowledge

Project & People Management including in-depth performance coaching and development background