Technical Account Manager

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

📋 Description

• Act as a liaison among Availity’s technical teams, health plan analysts, Strategic Account Managers, and key health plan partners.

• Develop, sustain, and enhance relationships with strategic payer partners.

• Serve as a trusted advisor, representing the customer's perspective internally while advocating for organizational interests externally.

• Coordinate cross-functional initiatives, manage timelines, and ensure deliverables adhere to quality standards.

• Deliver exceptional customer service and support to foster long-term client relationships.

• Function as the main operational escalation contact for strategic payer partners.

• Assist assigned accounts with accountability, issue escalation, resolution, and product implementations.

• Facilitate re-contracting processes, including pricing, proposals, administration, negotiations, and customer presentations.

• Gather, analyze, and summarize competitive data to promote account growth.

• Oversee the implementation of new functionalities for designated payers.

• Stay updated on industry and competitive trends, applying marketplace insights to account planning.

• Coordinate marketing, management, and technical resources to achieve account up-sell goals.

• Maintain regular communication with accounts through newsletters, emails, phone calls, and in-person meetings.

• Identify and evaluate opportunities to up-sell products or services.

• Monitor and support retention efforts through volume analysis and account penetration.

• Report on progress and goal achievement using performance metrics.

• Foster interdepartmental relationships and uphold Relationship Account Plans.

• Travel as necessary.

⛳️ Requirements

• Minimum of 3 years in account or customer management within the healthcare, payer, provider relations, or technology sectors.

• An Associate degree in Business, Finance, Marketing, or equivalent experience; a bachelor’s degree is preferred.

• Excellent interpersonal skills.

• Proven experience in facilitating meetings and engaging various stakeholders at all organizational levels.

• A collaborative team-player mindset.

• Knowledge of healthcare payer processing, provider/hospital office operations, customer service, and IT operations.

• Strong problem-solving skills and the ability to convert business challenges into viable solutions.

• Capability to interpret technical issues and translate them into actionable business impacts.

• Outstanding customer service abilities.

• Strong analytical and research competencies.

• Ability to monitor SLA compliance and implement process enhancements.

• Proficiency in utilizing data to pinpoint operational improvements, payer adoption growth, and issue prevention opportunities.

• Highly motivated, self-directed, and proactive.

• Familiarity with implementations, production support efforts, strategic programs, and roadmap initiatives.

• Skill in identifying dependencies, risks, blockers, and competing priorities.

• Good judgment and discretion.

• Knowledge of HIPAA regulations.

• Demonstrated leadership and the ability to collaborate effectively during high-stakes situations and escalations.

• Capacity to thrive in fast-paced and ambiguous environments.

• Competence in managing complex projects from start to finish.

• Understanding of technical systems integration and familiarity with tools such as Salesforce, Jira, Gainsight, and Confluence.

• Experience with a major national payer is a plus.

• Must pass a drug test prior to commencing employment.

• Sponsorship is unavailable; employment eligibility in the United States is required.

🏝️ Benefits

• Competitive salary and incentive opportunities.

• Generous HSA company contributions.

• Medical, dental, and vision coverage starting on day one.

• 401(k) plan with company matching.

• Unlimited PTO for salaried associates along with nine paid holidays.

• Annual wellness reimbursement of up to $250.

• Education reimbursement programs.

• Paid parental leave for both birth and adoptive parents.

• Opportunities for volunteer and community engagement.

• Diversity & Inclusion teams and employee communities.

• Continuous learning resources and support for career development.

• Remote-first work environment.

• Camera/video capability for virtual meetings.