Like our clients, URAC has an opportunity to continually evaluate our organizational policies and processes for relevance and areas for potential improvement. To that end, we’re changing the titles of our Account Managers to Client Relations Managers.

A little background to help you understand the change: for over twenty years Account Managers have been the face of URAC to our clients. They have also worked to grow our business with clients (e.g. cross-selling more products), renew contracts (e.g. reaccreditations), and provide answers to client questions.

As we looked critically a the “Account Manager” title, we could see that across industries, the major focus of their responsibilities is to manage accounts and sell products. People often see Account Managers as more interested in contract renewal then helping their client organizations demonstrate distinction of services which may lead to increased success. This is not reflective of what we think URAC’s team is actually doing.

So to address the disparity, we changed the title of Account Managers to Client Relations Manager, starting October 1st. We want our clients to see us as an organization that cares about their success by being proactive rather than reactive to potential issues. URAC’s Client Relations Managers (CRM) will work to grow the relationship with our clients by providing advice, guidance, and support.

Our success will depend on everyone being engaged and responsive to our client needs. So how can you help? To improve our relationships, we need to ensure that the CRMs are knowledgeable and aware of any and all issues associated with their clients. If you are having issues or discussions about a URAC client, be sure to include the appropriate Client Relations Manager. Internally, we are working to ensure you can identify the appropriate CRM.

Please note, even though the CRMs will continue to be the face of URAC to our clients, we all play a role in how successful we are in developing long, solid relationships. When you have a chance, reach out to our CRMs – Ashley, Bilqis, Derrick and Shionna – and let them know you’re on board.