Director, Group Medicare Account Management

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

📋 Description

• Oversee the performance of Group Medicare account management, focusing on client retention, experience, renewal preparedness, and continuous enhancement.

• Convert the client engagement strategy into consistent actions across a designated portfolio, team, or functional division.

• Direct the delivery of client value and customize account plans based on risk, value, and client requirements.

• Cultivate senior client relationships and facilitate governance forums, business reviews, and the resolution of escalated issues.

• Collaborate with Sales, Pricing, Finance, Network, Stars, Clinical, Operations, Digital, Marketing, and Product teams.

• Advocate for Stars and clinical initiatives to enhance health outcomes and improve CMS Stars metrics.

• Track account performance, financial indicators, client satisfaction, risks, and opportunities.

• Create contract amendments, secure legal approvals, and ensure signatures for renewal packages.

• Lead renewal strategies, RFP processes, negotiations, pricing coordination, and the delivery of renewal materials.

• Manage the implementation of new business and renewals, encompassing implementation planning and ongoing management support.

• Act as an escalation resource for account management, sales, implementation, internal partners, and clients.

• Integrate AI and automation capabilities into Account Management workflows.

• Identify and expand automation use cases in renewal preparation, reporting, meeting follow-ups, member engagement, and knowledge management.

• Enhance Client and Member NPS by analyzing feedback, prioritizing root causes, and improving onboarding, service, communications, and outreach.

• Build and maintain a high-performing, client-focused team; set objectives, mentor employees, address performance issues, and facilitate succession planning.

• Conduct monthly or more frequent meetings with assigned Senior AEs, AEs, and CEPs.

• Establish retention goals and ensure accurate sales incentive payments are aligned.

⛳️ Requirements

• Bachelor’s degree in business, healthcare administration, or a related discipline; advanced degree preferred.

• Significant experience, typically 8+ years, in Medicare, managed care, health insurance, or a regulated sector.

• 2–5+ years of experience in people leadership.

• Proficiency in client relationship management, regulatory compliance, and cross-functional collaboration.

• Understanding of client engagement, account management, renewals, service delivery, and financial or operational performance management.

• Strong skills in presentation and meeting facilitation.

• Competence in negotiation and conflict resolution.

• Excellent communication, customer service, and collaboration abilities.

• Capacity to influence senior leaders and cross-functional partners.

• Ability to articulate complex information clearly and convert strategy into actionable plans.

• Proven history of talent development, leading change, enhancing retention and experience, and establishing scalable operational practices.

• Familiarity with AI-enabled tools, automation, data governance, and their responsible integration in business workflows preferred.

• Willingness to travel 50% or more.

• Life and health insurance license.

• Minimum download speed of 25 Mbps and upload speed of 10 Mbps for home or hybrid home/office work.

• Dedicated workspace free from interruptions to safeguard member PHI / HIPAA information.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) retirement savings plan.

• Paid time off.

• Company and personal holidays.

• Paid parental and caregiver leave.

• Short-term and long-term disability coverage.

• Life insurance.

• Remote work options.

• Occasional travel to Humana offices for training or meetings.

• Self-provided internet service for home or hybrid home/office employees.

• Dedicated workspace to ensure the protection of member PHI / HIPAA information.