Senior Account Manager

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

📋 Description

• Act as the primary operational liaison for a portfolio of intricate, high-value accounts.

• Ensure compliance with service commitments and response standards.

• Collaborate with Claims, Member Services, Eligibility, Care Management, Pharmacy, and Reporting teams to address client issues.

• Oversee account health and service trends, identify risks, and take proactive measures.

• Manage complex escalations involving clients, members, and providers until resolution.

• Track escalation aging and closure, communicating systemic issues to internal leadership.

• Examine significant service failures and formulate corrective and preventative action plans.

• Work alongside operational leaders to implement process enhancements.

• Facilitate client meetings that discuss operational and service-level data, reports, and recommendations.

• Take ownership of each client's year-round program plan and its execution.

• Collaborate with the Implementation team during onboarding and with the Strategic Account Executive on account strategy and growth.

• Mentor junior Account Managers and act as a knowledge resource.

• Educate and guide clients on Gainsight, Salesforce, Confluence, and Jira.

⛳️ Requirements

• Bachelor's degree or equivalent in a relevant field.

• Over 6 years of experience in TPA, health plan administration, benefits account management, or healthcare service delivery/operations.

• Familiarity with ERISA, COBRA, ACA, and plan funding mechanisms.

• Proven experience in managing escalations, operational risks, and cross-functional resolution efforts.

• Background in leading initiatives without direct reporting authority.

• Experience in supporting self-funded clients and managing intricate plan designs.

• Prior experience in leadership or mentoring roles.

• Proficient in using the Microsoft Office suite.

• Familiar with Gainsight, Salesforce, Confluence, and Jira.

• Knowledgeable in root-cause analysis methodologies.

• Experienced in escalation tracking and governance reporting.

🏝️ Benefits

• Competitive base salary and benefits starting from day one.

• Comprehensive medical and dental coverage through our own health solutions.

• Unlimited paid time off (PTO).

• Mental health support services.

• Retirement planning assistance.

• Financial protection options.

• Opportunities for professional development with clear career progression and learning budgets.

• A mission-driven culture that values diverse perspectives and fosters real impact.

• A complete benefits package, wellness programs, and additional employee perks.