If you want to know something, ask. This philosophy has served Director of Account Management Steven Miller from a young age. Curious about becoming a journalist, he phoned former Newsday reporter Gail Collins and asked her how she did it. When he developed an interest in sports broadcasting, he grilled the New York Knicks public address announcer. The sports fan even struck up a friendship with then Mets general manager Joe McIlvaine, surprising his dad and friend at a game when the GM stopped to chat with Steven.
He inherited curiosity and a willingness to approach anyone from his father, Steven says. Both traits have benefited him throughout his career. “I’m always willing to ask questions and to listen and that’s how I learned.” He absorbed the stock market by reading the Wall Street Journal from high school. And when he pivoted to healthcare in 2009 after a decade in finance, he devoured annual reports of home health care companies.
“I didn’t know anyone or anything about the field. So, I read everything, and reached out to people to talk about healthcare.”
That study led to 10+ years in home health sales and business development prior to joining Mobile Health earlier this year. He credits that tenure by providing broad insights into the home care market. Though finance and healthcare are vastly different industries, Steven sees parallels in his roles. “In both fields, I’m always working with the client to improve their experience with the company. And to figure out how to make their business grow.”
Mobile Health Account Management
Nurturing that client relationship is a priority for Steven and his team of account managers, who serve mostly home care and medical staffing agencies in the New York market. “I view the account manager’s primary responsibility as assuring client satisfaction. That might mean resolving a concern from one of our seven New York clinics, or troubleshooting an issue on our medical records platform.” Steven also encourages his account managers to remind clients of new and existing services, creating mutual opportunities. Also, closely monitoring client utilization and understanding fluctuations open doors for both the client and Mobile Health, he believes. “The better we know our clients, the happier they will be, and the more opportunities we can bring to light.”
Arriving a few months into the pandemic, Steven observed how Mobile Health onsite services had diversified due to COVID-19. “Now, we are doing on-site temperature screening and COVID-19 testing at some client sites,” he says. These are developments Account Managers are discussing with their clients. The ‘on-sites’ are frequent enough to warrant a daily logistics call, and Steven only sees the demand increasing. “There are a lot of players [in COVID-19 services], but our track record and technology platform positions us to be the premier provider of this market.”
On the personal side, Steven Miller and his wife Abby have been married for 20 years and have two children, son Dovie, 10, and daughter Shoshana, 8. And remember his chat with the New York Knicks announcer? For one thing, that relationship has endured for 30 years. For another, it prepared Steven for what he fondly recalls as “the greatest job he ever had”: public address announcer for the SUNY Oneonta basketball team while a student there.