Account Manager, Gov Programs

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of intricate government health-plan partnerships and strategically crucial health-plan programs.

• Act as the primary liaison between health plans, Government Accounts, and Operations.

• Track program milestones, performance metrics, risks, dependencies, important decisions, and follow-up actions.

• Organize regular governance and performance meetings; create agendas, document decisions, monitor action items, and ensure accountability.

• Collaborate across Operations, Product, Data, Engineering, Implementation, Finance, and other internal teams.

• Identify risks related to participant experience, service delivery, outcomes, timelines, or financial performance and coordinate risk mitigation efforts.

• Handle competing partner priorities and effectively document and communicate decisions, scope modifications, and commitments.

• Ensure account health, client satisfaction, contractual performance, relationship management, and partner trust.

• Maintain proficiency in plan-specific SLAs, KPIs, workflows, benefits, eligibility criteria, operational metrics, and performance drivers.

• Lead client meetings, business reviews, operational updates, and discussions at the executive level.

• Clearly articulate THB services, workflows, processes, performance, and issue resolution.

• Recognize opportunities to enhance partnerships, improve client outcomes, and facilitate appropriate account growth.

• Own the reporting schedule; prepare and present program reports, business reviews, operational updates, and strategic recommendations.

• Review and conduct initial quality assurance on account reporting, invoice support materials, dashboards, and client-facing deliverables.

• Validate data inputs, dashboards, and reporting outputs in collaboration with internal teams.

• Transform operational data and trends into insights, risks, recommendations, and escalation points.

• Track week-over-week account performance and coordinate actions to eliminate obstacles.

• Manage action items, ownership, timelines, and dependencies using project and ticket management practices.

• Oversee and resolve tickets, escalations, and follow-up items in Monday.com, Jira, and Zendesk.

• Assist with program modifications, workflow updates, launches, implementations, and continuous improvement initiatives.

• Keep precise records of discussions, risks, plan details, decisions, and commitments.

• Draft post-meeting summaries detailing decisions, action items, owners, and timelines.

• Perform other responsibilities as assigned or required.

⛳️ Requirements

• Capability to manage intricate government health-plan partnerships and multiple high-priority workstreams simultaneously.

• Strong knowledge of program oversight, governance, project tracking, risk management, and issue escalation.

• Ability to lead through influence and coordinate teams without direct authority.

• Exceptional organizational skills, keen attention to detail, persistence, and follow-through.

• Excellent written and verbal communication skills, including interaction with leadership-level stakeholders.

• Proficiency in clearly presenting services, workflows, operational processes, metrics, performance updates, risks, and recommendations.

• Ability to build trust and maintain robust relationships with plan stakeholders, Operations, and internal leadership.

• Data-driven with comfort in interpreting performance trends and reporting outputs.

• Strong problem-solving skills and ability to remain organized under pressure in a fast-paced environment.

• Quick learner capable of gaining subject-matter expertise and adapting to evolving client and program needs.

• Proficient or comfortable using Monday.com, Jira, Zendesk, Zoom, Slack, Google Workspace, Microsoft Office, and similar business tools.

• Must be at least 18 years old.

• Bachelor’s degree in a related field or equivalent experience is preferred.

• Five or more years of experience in account management, client success, payer relations, program management, or client-facing enterprise roles preferred; equivalent experience may be considered.

• Experience with health plans, government accounts, managed care organizations, or complex healthcare clients is strongly preferred.

• Experience overseeing or coordinating healthcare programs, implementations, operational workflows, or client-facing service delivery is preferred.

• Experience leading client presentations, business reviews, reporting follow-ups, cross-functional issue resolution, and executive communications is preferred.

• Candidates must have a reliable internet connection and a designated work environment suitable for professional phone calls and sensitive data.

• Selected candidates may need to undergo a background check and/or drug screening.

🏝️ Benefits

• Flexible remote work options at approved locations within the United States.

• Support for a reliable internet connection and designated work environment for remote work.

• Reasonable accommodations for qualified individuals with disabilities.

• An equal opportunity workplace committed to diversity, equity, and inclusion.