Account Manager – Gov Programs

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

📋 Description

• Manage a portfolio of intricate partnerships with government health plans.

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

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

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

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

• Highlight risks related to participant experience, service delivery, outcomes, timelines, or financial performance, and coordinate mitigation strategies.

• Oversee partner priorities, scope alterations, decisions, and commitments.

• Manage health plan accounts and ensure account health, client satisfaction, contractual performance, relationships, and partner trust.

• Stay informed about 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.

• Articulate THB services, workflows, processes, performance, and issue resolution strategies.

• Spot opportunities for strengthening partnerships, enhancing client outcomes, and fostering account growth.

• Take ownership of reporting cadence; prepare and present program reports, business reviews, operational updates, and strategic recommendations.

• Review reports and operational performance for accuracy and alignment with contractual/client expectations.

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

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

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

• Monitor week-over-week account performance and coordinate actions to mitigate obstacles.

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

• Facilitate the resolution of tickets, escalations, and follow-up items in Monday.com, Jira, and Zendesk.

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

• Identify workflow deficiencies, service challenges, and operational hurdles, collaborating with stakeholders to enhance outcomes.

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

• Prepare post-meeting summaries that include decisions, action items, owners, and timelines.

• Perform additional tasks as assigned or necessary.

⛳️ Requirements

• Capability to manage complex government health plan partnerships and multiple high-priority workstreams concurrently.

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

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

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

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

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

• Aptitude for building trust and nurturing strong relationships with plan stakeholders, Operations, and internal leadership.

• Data-driven mindset and comfortable 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 with 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 account management, client success, payer relations, program management, or client-facing enterprise experience is 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 workstreams, or client-facing service delivery is preferred.

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

• Reliable internet connection and a designated work environment suitable for professional phone calls and handling sensitive data.

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

🏝️ Benefits

• Remote work options available at approved locations within the United States.

• Flexible remote work arrangements.

• Reasonable accommodations for qualified individuals with disabilities.

• Potential background check and/or drug screening as part of the hiring process.